Senior Account Manager

About HqO

HqO is connecting real estate to people through an asset-agnostic, cross-property suite of powerful applications and services that foster best-in-class, dynamic end-user experiences.

Our Real Estate Experience (REX) Platform assesses the health and performance of a person’s experience within a physical space while providing the tools operators need to manage and optimize it — all from one central location.

HqO powers 400 million+ square feet across 700+ properties in 32 countries, backed by leading venture capital firms and global real estate owners. We’re rapidly scaling and transforming how property owners and operators engage with their customers.

We’re guided by our core values — LET’S GO (Learning, Excellence, Truth, Service, Goodness, Ownership) — which shape how we work, collaborate, and deliver value every day.

About the Role

We’re hiring a Senior Account Manager to join our GTM team in Boston or New York. This role reports to the Managing Director and follows our hybrid work model, with in-office collaboration at least three days per week (Tuesday–Thursday).

As a Senior Account Manager, you will own a focused portfolio of HqO’s Tier 1 and Strategic accounts, with responsibility for ensuring flawless renewals, identifying targeted upsell opportunities, and driving consistent value realization across each relationship. You’ll serve as a trusted commercial advisor — deepening engagement, understanding evolving customer priorities, and aligning HqO’s platform to support their long-term business goals.

You’ll partner closely with Customer Success, Product, Sales, and Leadership to deliver an exceptional customer experience while maintaining strong commercial rigor and predictable revenue outcomes. This role is ideal for someone who thrives in a strategic, customer-facing environment and excels at building meaningful, resilient executive relationships.

What You’ll Do

Drive Renewals & Contract Growth

• Own the full renewal cycle for your strategic accounts, ensuring timely execution and strong retention outcomes.
• Identify and advance targeted upsell opportunities that align to customer needs and product value.

Build Executive-Level Relationships

• Develop and maintain long-term, trust-based relationships with key senior stakeholders across your accounts.
• Serve as a strategic advisor who understands customer challenges, business objectives, and market context.

Deliver Value & Lead QBRs

• Lead Quarterly Business Reviews to showcase adoption, ROI, and success metrics — and frame new opportunities for value creation.
• Ensure customers are fully leveraging HqO’s platform to achieve their desired outcomes.

Partner Cross-Functionally

• Collaborate with Customer Success, Solutions Engineering, AEs, Product, and Marketing to create coordinated account plans and unified engagement strategies.
• Provide actionable customer insights that influence product improvements and roadmap priorities.

Maintain Commercial Discipline

• Maintain accurate renewal and upsell forecasting in HubSpot with complete data hygiene.
• Partner with Finance and Legal on contract negotiation, pricing, and agreement execution.

Champion Customer Advocacy

• Identify and cultivate advocates for testimonials, case studies, reference calls, and event participation.
• Help strengthen HqO’s presence and reputation within the CRE community.

Elevate the AM Function

• Serve as a role model across the team, contributing to process improvements, playbook refinement, and best practices.

What You’ll Bring

• 5+ years of account management, customer success, or relationship management experience — ideally in SaaS, PropTech, or commercial real estate.
• A strong track record of exceeding retention, renewal, and upsell targets within enterprise or strategic accounts.
• Demonstrated suc