Head of Accounts Full Time NEW

Orium builds smart, modern commerce solutions that help enterprise brands move faster and stay ahead.

By bringing together AI, data, and composable systems, we create experiences designed for collaboration between people and intelligent agents— helping our clients work more efficiently, adapt quickly, and gain a long-term competitive edge.

With more composable launches than any firm in the Americas and deep expertise across commerce architecture, we partner with leading technology providers to deliver scalable solutions that evolve with our clients and accelerate time to value.

We blend systems thinking, data-driven design, and intelligent delivery, embedding AI and agents into our own teams to move faster, reduce friction, and co-create with greater precision. The result: adaptive, cross-channel experiences that keep our clients ahead of what’s next.

About The Opportunity

Orium is entering a new phase of growth, where expanding and deepening existing client relationships is as critical as acquiring new ones.

We’re hiring a Head of Accounts to define and lead how we grow, manage, and scale our current client portfolio. This is a strategic leadership role responsible for transforming account management into a disciplined, insight-driven, and AI-enabled function that consistently drives customer lifetime value. This role owns the account growth engine end-to-end: team leadership, commercial outcomes, and the operating discipline needed to convert expansion opportunities and ensure Orium has a repeatable approach to account planning, forecasting, and sales operations.

You will manage Account Managers and work closely with Delivery, Line of Business Owners, Marketing, and Sales leadership to ensure current accounts are actively managed, forecasted, and expanded, bringing structure to how Orium grows existing relationships through account playbooks, expansion plans, quarterly forecasts, and bookings targets.

This person must be a strong consultant in their own right — someone who can sit across from a client’s VP of Digital or CTO, understand their business challenges, and map those challenges to commercial opportunities without relying on internal subject matter experts to carry the conversation. They should be comfortable leading strategic planning discussions, challenging a client’s assumptions, and building a case for investment based on business outcomes.

A core mandate of this role is scaling the practical use of AI across the account management function to improve team efficiency, effectiveness, and quality, and to help clients connect AI-enabled opportunities to measurable business outcomes. This means going beyond process improvement. This role uses AI to surface account risks early, identify the right commercial move at the right moment, and turn account data into revenue action.

Responsibilities

Personal Account Ownership

• Carry a personal portfolio of 5–8 priority accounts, serving as the primary commercial relationship owner and demonstrating the standard of account management the team is expected to deliver.
• Drive expansion and renewal conversations at meaningful deal sizes ($200K–$500K+), personally navigating complex client organizations, building multi-stakeholder relationships, and closing commercial opportunities.
• Use personal account work to model the consultative selling, objection handling, and proactive commercial engagement the broader team is being coached to develop.

Account Growth & Portfolio Strategy

• Own the strategy for growing Orium’s existing client portfolio, with accountability for expansion revenue and lifetime value.
• Identify, prioritize, and drive expansion opportunities across accounts, , including cross-LOB expansion (Commerce to DXP, DXP to Agentic), partner-driven joint plays (commercetools, Stripe, Contentstack), transition of project-based clients into ongoing optimization or managed service relationships, and long-term partnership growth.
• Establish account-level growth strategies for priority clients, including relationship mapping, opportunity hypotheses, and commercial targets.
• Partner with Sales, Delivery, and LOB leaders to convert account insights into executable growth plans.
• Monitor account health, client satisfaction, delivery performance, and commercial potential to proactively manage risk and opportunity.
• Elevate client relationships to executive-level partnerships, positioning Orium as a long-term strategic advisor.
• Frame AI as a driver of customer outcomes, helping clients understand how AI can support measurable business goals such as increased revenue, improved conversion, lower operational costs, better customer experiences, and faster execution.

Account Operating Model & Playbooks

• Define and implement Orium’s account management playbooks, including standards for account planning, business reviews, relationship management, renewal motions, expansion planning, and risk mitigation.
• Create a consistent operating rhythm for managing current accounts across the business.
• Establish clear expectations for how account teams identify opportunities, document account intelligence, manage stakeholders, and progress expansion conversations.
• Improve visibility into account activity, pipeline, and next steps across Orium’s leadership team.
• Build scalable playbooks, templates, and tools that improve consistency without adding unnecessary complexity.

AI-Enabled Account Management

• Design and implement an AI-enabled account management function that increases scale, quality, and efficiency. This would focus on outcomes such as: earlier risk detection, faster opportunity identification, and higher conversion across the portfolio.
• Embed AI and agentic workflows across account research, opportunity identification, forecasting, and meeting preparation. Use these to surface next best actions, track client sentiment, and flag at-risk accounts before they escalate.
• Develop reusable, AI-supported assets such as account plans, growth frameworks, and expansion playbooks.
• Build and operationalize AI-assisted workflows, including account research, meeting preparation, follow-up, and opportunity tracking that raise the consistency and quality of account team output.
• Replace manual tracking with automated account monitoring and AI-prioritized action lists, so no expansion opportunity or at-risk account goes unnoticed.
• Connect AI initiatives in client accounts to measurable outcomes. Articulate value in terms of revenue growth, reduced churn, improved conversion, and faster time to value.
• Define and track success metrics such as increased opportunity conversion, improved forecast accuracy, and reduced manual effort.

Sales Operations for Current Accounts

• Own day-to-day sales operations for existing accounts, including bookings targets, pipeline hygiene, opportunity tracking, and quarterly forecasting.
• Lead the account forecast process, ensuring bookings projections are accurate, current, and tied to concrete client opportunities.
• Partner with cross-functional leadership to track bookings performance, forecast gaps, and account-level revenue opportunities.
• Ensure CRM data and account records are complete, accurate, and useful for decision-making.
• Develop reporting that gives leadership clear visibility into account performance, expansion pipeline, forecast confidence, and commercial risks.

Team Leadership & Function Building

• Manage and develop the account management team, including Account Managers, CSM-commercial hybrids, and Client Partners, providing clear priorities, development support, and accountability, with a focus on commercial thinking, opportunity development, and client engagement.
• Coach the team on consultative selling, objection handling, and proactive commercial engagement — building the skills required to push commercial conversations forward when clients deprioritize, to create urgency around expansion, and to lead strategic discussions independently.
• Set standards for account management excellence and ensure the team is operating with discipline and consistency.
• Help define the future structure, roles, and responsibilities of Orium’s account management function as the business grows.
• Build strong cross-functional relationships with Delivery, Strategy, Sales, Marketing, and Executive leadership.
• Act as a senior escalation point for key client and commercial challenges.

Skills And Qualifications

• Experience leading account management, client growth, customer success, or existing-client sales in a professional services, digital consulting, commerce, or technology environment.
• Track record of growing existing enterprise accounts and driving expansion revenue.
• Experience owning bookings, forecasts, pipeline management, or revenue targets.
• Strong understanding of account planning, stakeholder mapping, relationship development, and expansion strategy.
• Ability to create and operationalize playbooks, processes, and reporting.
• Strong commercial judgment and comfort working with revenue, margin, pipeline, and forecast data.
• Demonstrated ability to operate at the executive level with senior client stakeholders
• Experience managing or coaching account managers, client success managers, or sales team members.
• Excellent communication skills, with the ability to influence senior internal and client stakeholders.
• Comfort working cross-functionally with delivery, strategy, finance, sales, and executive teams.
• Familiarity with CRM systems, forecasting tools, and sales reporting practices.
• Experience in composable commerce, digital transformation, ecommerce, retail technology, or enterprise platforms is an asset.

Is This Role a Fit for You?

You’ll find fulfillment in this role if you:

• You want to build and scale a function, not just manage accounts.
• You are commercially driven and motivated by revenue outcomes.
• You thrive in ambiguity and enjoy creating clarity and structure.
• You are energized by growing existing relationships, not just hunting new logos.
• You thrive in cross-functional environments and know how to align delivery, finance, and sales around shared account goals.
• You approach AI as a practical tool to improve planning, reporting, and client engagement, without losing the human touch.
• You want ownership of revenue outcomes within an existing client base that has real growth potential.

Compensation And Hiring Transparency

• Expected Compensation (Canada): $130,000–$160,000 CAD annualized base salary. This stated range does not include any benefits or variable compensation, which are also a component of this role. Orium lists this range in good faith, reflecting expected compensation for this role in the specified locations as of this posting. Final offers consider education, qualifications, certifications, experience, skills, location, internal equity, and business needs.
• Use of AI in Hiring: To keep the process efficient and focused on human connection, we use AI-enabled and automated tools for tasks like candidate communications and scheduling, interview note-taking, and summarizing feedback for hiring teams. Our recruiters and hiring managers review all information, and humans make every hiring decision.
• Vacancy Status: This posting is for an existing vacancy we are actively hiring for.

Performance and Growth Expectations

We emphasize accountability for outcomes, but autonomy in activities. Your work will be measured across a number of data points (peer, leader & project team feedback) and will also be measured on the basis of client and user satisfaction. Your growth path is in your hands— you’ll have ongoing meetings with your leader to help determine your path, but your progress will be based on what you hope to achieve and how you choose to access the resources available to you.

Committed to an Inclusive Workplace

We are committed to fostering an inclusive and accessible environment as we build a workforce that reflects the diversity of the community in which we live, including those with disabilities. We are dedicated to providing accommodations in all parts of the hiring process in accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. If you require any accommodation, we will work with you to meet your needs.

Committed to Social and Environmental Stewardship

Orium is committed to promoting and working towards a more socially and environmentally sustainable future. All employees are expected to make decisions and take actions in relation to their role and work that follow through on this commitment.