Job Description

Company Description

MrBlack App is a real-time, cloud-based CRM, reservation, and nightclub management platform built by hospitality owners for the hospitality industry. We give venues full control over their operations — improving communication, accountability, efficiency, and profitability. Our system streamlines day-to-day workflows so operators can focus on running a successful venue.

Role Description

MrBlack App is a mobile and browser-based platform that equips nightclubs, lounges, festivals, and event spaces with the tools they need to manage operations, reservations, sales, reporting, and marketing — all in one system.

We serve venues across Canada, the USA, the Caribbean, Europe, Asia, and Australia, and continue to grow rapidly year over year.

We’re hiring a Senior Account Manager who is personable, experienced, and able to oversee the most important part of our business: our customers. This role is about knowing the venues, understanding their needs, and keeping them successful.

Micro Core Responsibilities

• Relationship management: Primary point of contact for assigned venues; understand their operation, history, and pain points.
• Onboarding & training: Lead new-customer onboarding (1–3 calls/day depending on volume).
• Customer support: Handle customer inquiries (3–5/day).
• Revenue growth: Identify upsell opportunities that increase LTV.
• Portfolio ownership: Manage 200–300 accounts.
• Retention: Maintain strong relationships, reduce churn, intervene early when usage drops.
• Account health tracking: Monitor usage, adoption, ROI, and renewal risks.

Macro Core Responsibilities

• Strengthen and expand retention strategies to bring down churn.
• Improve Account Management processes to increase customer lifetime value and overall account performance.
• Provide clear, actionable feedback to Product based on customer needs and industry trends.

Additional Responsibilities

• Collaborate with design and development teams to enhance usability and expand feature offerings.
• Bring structured customer insights into the product development workflow.

Must-Have Qualifications

• 3+ years of proven Account Management experience, ideally in SaaS.
• Strong communication, ownership, and follow-through.
• Experience with Salesforce or similar enterprise CRM platforms.
• Direct experience in nightlife, hospitality, or event operations. (optional)

 Perks

• Fully remote role
• Collaborative environment — if you have ideas, bring them forward
• Real growth potential — as the company scales, so do the opportunities
• Direct impact — your work directly shapes the customer experience and product direction

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