WISK partners with bars, restaurants, hotels, and hospitality groups to optimize inventory, reduce costs, improve margins, and drive smarter operational decisions. Through automation, real-time data, and workflow efficiency, WISK helps Food & Beverage operators gain control over one of the most critical and complex areas of their business.
As a modern SaaS company, WISK combines innovation, accountability, speed, and customer partnership to help operators scale profitably.
We are seeking a proactive, commercially minded Account Manager responsible for managing a defined book of existing customers and protecting recurring revenue through retention, renewals, contraction prevention, and consistent customer engagement. This role is focused first and foremost on ensuring customers continue to receive measurable value from WISK after implementation.
You will serve as the primary relationship owner for an assigned portfolio of hospitality customers, including bars, restaurants, hotels, resorts, and multi-location operators. The role requires a disciplined monthly touchpoint cadence, thoughtful account planning, proactive issue resolution, and a strong understanding of customer goals, usage patterns, renewal timing, and risk factors.
You own renewals and retention outcomes. You do not own commercial closes for upsell and expansion, but you are often best positioned to identify those opportunities through ongoing customer relationships. When expansion opportunities surface, you will qualify them, align internal context, and partner with the Account Executive team — which owns the commercial expansion close.
You will work with hospitality operators where WISK is embedded in day-to-day Food & Beverage operations, including:
Stakeholders will range from Owners, General Managers, Directors of Food & Beverage, Regional Operators, Controllers, Finance leaders, and Procurement leads, to front-line managers responsible for inventory, ordering, and operational execution. You must be able to build credibility with hands-on users while communicating strategic value to senior decision-makers.
Book of Business Ownership
Own a clearly defined portfolio of existing customers. Be accountable for the health, value, risks, and renewal path for each account. Maintain account plans, stakeholder maps, renewal dates, success criteria, usage trends, open issues, and expansion indicators. Prioritize your book based on customer value, renewal timing, risk level, growth potential, and engagement.
Monthly Customer Touchpoints
Conduct structured monthly touchpoints to review adoption, business outcomes, operational priorities, unresolved issues, and upcoming changes. These should not be casual check-ins — they are purposeful conversations designed to reinforce value, uncover risks, identify blockers, and keep customers engaged with WISK.
Customer Health & Adoption Management
Monitor customer health through a combination of product usage, stakeholder engagement, support activity, renewal timing, account sentiment, and business changes. When usage declines or key stakeholders disengage, intervene proactively with a recovery plan. Translate adoption data into action that helps customers use WISK more consistently and effectively.
Retention & Churn Reduction
Reduce churn by identifying risk early and coordinating the right internal response. Risk signals include declining usage, unresolved support issues, employee turnover, budget pressure, competitive evaluation, poor implementation outcomes, or uncertainty about value. Build clear save plans for at-risk accounts and pull in Leadership, Support, Product, or Implementation when needed.
Renewal Ownership
Own renewal strategy and execution for your book of business. Begin renewal preparation well in advance of contract expiration with a clear understanding of value delivered, usage trends, stakeholder sentiment, unresolved issues, and commercial risk. Lead renewal conversations professionally, reinforce WISK's value, manage objections, and secure timely renewal commitments.
Contraction Prevention
Prevent contraction wherever possible — including proposed reductions in locations, users, modules, or subscription level. When customers raise budget or usage concerns, respond with value reinforcement, adoption planning, executive engagement, and practical solutions that preserve recurring revenue while supporting the customer's business reality.
Expansion Opportunity Identification
Through regular touchpoints and deep account knowledge, identify expansion signals such as new locations, additional departments that could benefit from WISK, corporate standardization opportunities, upgraded plan fit, or interest from other stakeholders. Qualify enough to determine business need, timing, stakeholders, and likely value, then transition the opportunity to the Account Executive team for commercial ownership and close. You'll remain involved as the relationship owner, providing context, history, and continuity throughout the expansion process.
Escalation & Internal Coordination
Coordinate internally with Support, Product, Services, Account Executives, and Leadership to resolve customer issues quickly and professionally. You're not expected to solve every issue personally — but you are expected to own the customer experience, communicate clearly, follow through on commitments, and ensure the customer feels heard and supported.
By 90 days: Develop a working command of WISK's product, customer lifecycle, customer segments, renewal process, account health signals, and key hospitality use cases. Begin building relationships within your assigned book and establish a consistent monthly touchpoint rhythm.
By 6 months: Have clear account plans for your portfolio, a working understanding of renewal and churn risk, and a reliable process for surfacing customer issues and expansion opportunities. Identify at-risk accounts early and create practical recovery plans.
By 12 months: Drive measurable improvements in retention, renewal execution, contraction prevention, customer engagement, and expansion opportunity identification. Be viewed by customers as a trusted advisor and by internal teams as the clear owner of portfolio health.
This role is essential to WISK's subscription business. The Account Manager protects recurring revenue, strengthens customer loyalty, reduces churn and contraction, and creates a consistent feedback loop between customers and the company. The right candidate will combine relationship depth with operational discipline and a strong commitment to measurable customer value.