At Helm Operations, we build the software that keeps the world’s maritime operations moving. From tugboats in Vancouver Harbour to offshore service vessels in the North Sea, our customers run their businesses with Helm CONNECT. And we don’t take that lightly.
We’ve grown from a small start-up on Canada’s west coast into a global leader serving many of the world’s largest maritime companies.
But world-class software doesn’t happen by accident, It takes teams who care deeply about quality, take ownership, and push for better at every step. That’s The Helm Way, and that’s where you come in.
Your mission
We’re looking for an Account Manager to join our Customer Success Team.
In this role, you will manage and grow customer relationships across a portfolio of maritime accounts. You will be responsible for helping customers onboard successfully, get ongoing value from Helm CONNECT, and continue growing their partnership with Helm over time.
You will act as a trusted advisor to your customers, ensuring they are supported, informed, and using the software effectively. You will also identify opportunities for account growth, training, product adoption, and long-term retention.
This is a hybrid account management role designed to support both European and East Coast North American customers. You will serve as a dedicated bridge between these regions, managing flagship European accounts while also supporting North American accounts that align with your working hours.
The role operates on an 8-hour workday starting at 7:00 AM EST and ending at 3:00 PM EST. This schedule allows you to support European customers during their afternoon business hours, approximately 1:00 PM–5:00 PM CET, while maintaining strong availability for North American customers through the rest of the morning.
You Will
- Own and grow a portfolio of accounts across European and East Coast North American maritime operators.
- Serve as the lead point of contact for all matters related to customer success, account health, adoption, and growth.
- Build and maintain strong, long-lasting customer relationships.
- Develop a trusted advisor relationship with customers by understanding their business, operational needs, and goals.
- Lead quarterly business reviews, renewal discussions, and upsell conversations with customers in both European and North American markets.
- Serve as the primary point of contact for European customers during CET afternoon hours, approximately 1:00 PM–5:00 PM CET / 7:00 AM–11:00 AM EST.
- Discover additional product, training, or service needs that can help customers get greater value from Helm CONNECT.
- Monitor software usage and identify trends, including increasing adoption, declining usage, upsell opportunities, and potential retention risks.
- Develop usage baselines by customer and use data to support proactive account planning.
- Collaborate with Account Executives on expansion opportunities within your book of business.
- Use AI tools such as Claude, Salesforce Einstein, and Sisense to manage a large account portfolio efficiently, identify account insights, and surface upsell or risk signals.
- Build and contribute to a European Account Management playbook for the broader team.
- Communicate progress, risks, opportunities, and account initiatives clearly to internal and external stakeholders.
- Assist with high-severity customer requests or issue escalations as needed.
- Act as a customer advocate by proactively sharing feedback, risks, and opportunities with internal teams.
- Maintain accurate records of customer interactions, including meeting notes, action items, account updates, and follow-ups.
- Support onboarding and ongoing adoption to help customers achieve successful outcomes with Helm CONNECT.
You Bring
- 2–4 years of SaaS account management, customer success, or customer-facing software experience.
- Previous experience in account management, preferably within a subscription-based business.
- Comfort with an early-start schedule of 7:00 AM EST to 3:00 PM EST.
- Based in the Eastern Time Zone, ideally in Canada or on the U.S. East Coast.
- Strong customer service, relationship-building, and interpersonal skills.
- The ability to handle challenging customer situations with composure, professionalism, and courtesy.
- Strong communication skills, customer orientation, and a positive, solutions-focused attitude.
- Experience working with CRM data, usage dashboards, customer health scoring, or account reporting.
- A data-driven mindset and the ability to use customer insights to support retention, adoption, and growth.
- Active use of AI tools for drafting, research, productivity, account planning, or workflow efficiency.
- Strong organizational skills with the ability to manage multiple accounts, priorities, and follow-ups.
- The ability to respond effectively to shifting priorities in a fast-paced environment.
- The ability to work on multiple assignments in a team environment.
- An aptitude for acquiring technical skills and an eagerness to learn.
- A diploma, degree, technical certification, or equivalent proven experience in a related field.
- A valid passport and the ability to travel outside of Canada for work.
- Willingness to travel for up to one week per calendar quarter.
Experience with maritime, transportation, industrial operations, or operations-focused software would be an asset, but it is not required.
Cultural fluency with Northern European business norms and confidence communicating with European clients would also be considered an asset.
Who You Are
You are a relationship builder, trusted advisor, and proactive problem solver.
You care deeply about customer outcomes and understand that strong account management is about more than responding to requests. You look for patterns, identify opportunities, and help customers get lasting value from the software they use every day.
You are comfortable balancing customer needs, internal priorities, commercial goals, and operational realities. You communicate clearly, follow through on commitments, and know how to build trust across different teams, time zones, and cultures.
You are also curious about how AI can help you work more effectively. You use tools like Claude, Salesforce Einstein, and Sisense to move faster, surface insights, and stay organized — while applying your own judgment to ensure the work is accurate, thoughtful, and customer-ready.
Why You’ll Love Working at Helm
We live by our core values:
Together We Win
Collaboration is our superpower. We support each other, share knowledge, and work toward common goals.
Own It
We take initiative, follow through, and deliver on our promises.
Care Deeply
We care about our products, our customers, the quality of our work, and each other.
Enjoy the Ride
We celebrate wins, learn through challenges, and make space for connection and joy along the way.
Eye of the Tiger
We bring proactive behaviour, rise to challenges, and approach growth with energy and focus.
Perks and Benefits
- 100% remote role.
- Flexible hours with overlap during core business time.
- Competitive salary ($65,000–$70,000 CAD) + commissions + bonus
- Paid vacation, 7 floater days, and your birthday off.
- Comprehensive health, dental, and vision benefits from day 1.
- Fitness reimbursement.
- Employee Stock Purchase Plan eligibility (after 6 months).
- Learning and professional development pathways.
- Inclusive culture and remote-team events.
Worker Type:
Regular
Number of Openings Available:
1
The salary offered will depend on the successful candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market considerations. The actual salary may be higher or lower than the range posted.
Total On-Target Earnings include base salary plus a target performance bonus.
As part of our commitment to transparency, we use artificial intelligence tools to support certain stages of our recruitment process, which may include résumé screening, candidate matching, interview scheduling, and candidate communications.
These tools help us improve efficiency, support consistency, and enhance the candidate experience. All hiring decisions are made by qualified people, and we monitor our processes to support fairness and compliance with applicable requirements.
*Research has shown that women and members of underrepresented groups may be less likely to apply for a role unless they meet every listed qualification.
This posting describes what we are ideally looking for, but we encourage you to apply even when you do not meet every requirement. Everyone brings different strengths and experiences, and we hire for both demonstrated capability and future potential.*
Helm is proudly an Equal Opportunity Employer where everyone is welcome.
Each person brings a unique story and perspective, and we believe our diverse mix of minds, backgrounds, identities, and experiences is where our greatest ideas come from.
We welcome people of all races, ethnicities, ages, religions, abilities, genders, gender identities, gender expressions, and sexual orientations. We want everyone to feel able to bring their authentic selves to work, share our values, shape our vision, drive innovation, and contribute to a culture we celebrate every day.
We sincerely thank everyone who applies. Due to the volume of applications received, we will contact candidates whose experience most closely aligns with the requirements of the role.
Job Type: Full-time
Pay: $65,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Vision care
- Work from home
Application question(s):
- Please provide your linkedin profile
- Are you available to work from 7:00am to 3pm EST Monday to Friday.
Work Location: Remote
