Account Manager

About Lovingly

Lovingly is an AI-driven emotional commerce platform serving around 1,000 independent florists across the U.S. and Canada. We provide platformed websites, point-of-sale, and digital marketing services that help local florists win in their local markets while building a consumer brand that customers return to.

We operate at the intersection of local commerce, technology, and emotionally meaningful moments. Our partners are florists — and the work we do for them shows up at weddings, funerals, birthdays, and every moment in between.

We're a B2B technology platform. We build systems, not one-off campaigns, and we use AI as a core part of how we operate, not as a buzzword.

Role Summary

We're hiring Account Managers across three levels - Junior (Level 1), Senior (Level 2), and Key Accounts (Level 3) to own end-to-end partner relationships across the full lifecycle: onboarding, retention, growth, customer support, save plans, and offboarding.

This is not a passive "check-in" or service-desk role. Every Account Manager at Lovingly owns a defined book of florist partners, drives growth through SEO and paid ads, and converts every partner conversation into a clear decision: yes, no, or defer.

The level you join at depends on the scale and complexity of books you can run today. All three levels share the same operating spine. They differ in book composition, sales scope, and team contribution.

You won't be fighting to convince partners that they need a strategy. You'll be the strategy, and you'll have the AI tooling, the playbooks, and the executive air cover to run it.

What Every Account Manager Owns

Outcomes

• End-to-end ownership of a defined partner book across the full lifecycle
• Revenue and GMS (Gross Merchandise Sales) growth on your portfolio — you own the topline trajectory of your book
• Net Revenue Retention on your book (retention + expansion)
• Local search visibility (top-15 local rankings, Google Business Profile health)
• SEO health across your portfolio (technical and local)
• Partner adoption of paid ads where the opportunity fits
• Partner satisfaction and customer experience recovery on at-risk accounts

Operating Discipline

• Run a defined weekly cadence: proactive outreach, partner check-ins, scorecard updates, save plans
• Convert every recommendation into an explicit partner decision (yes / no / defer)
• Document outcomes, decisions, and follow-ups within 24 hours of each engagement
• Maintain response-time service levels on your tier (4-hour to 2-day depending on partner segment)
• Escalate at-risk relationships with diagnosis and recommended path before churn risk crystallizes

AI-First Execution

• Use AI as a default part of your workflow — prep, audit drafting, partner synthesis, follow-up generation, scorecard work
• Apply our technical SEO and Google Business Profile rubrics with AI augmentation
• Validate AI output before partner-facing recommendations
• Treat AI as a capability multiplier, not an optional tool

Level Differentiation:

Career Progression: Partner Success Roles

We’ve designed our Partner Success roles to offer clear growth, increasing ownership, and expanding impact at every level.

Level 1 — Junior Partner Success Manager

Build your foundation and master the fundamentals of partner success.

• Manage a developing portfolio of partners, with a focus on retention and customer experience recovery
• Lead ads enrollment conversations, helping partners unlock growth opportunities
• Own save plans and CX recovery efforts to stabilize and strengthen partner relationships
• Participate in team training and development, actively building your skill set
• Identify and share partner-level insights to improve day-to-day operations

Growth Path: Demonstrate readiness to take on revenue-driving responsibilities, including new shop sales.

Level 2 — Senior Partner Success Manager

Drive growth and take ownership of revenue expansion.

• Manage a portfolio of growth and emerging partners, balancing retention with expansion
• Own the full new shop sales cycle — from qualified pipeline through demo to close
• Continue leading ads enrollment and partner growth conversations
• Execute save plans and CX recovery strategies with a focus on long-term value
• Contribute to team development by leading training sessions and mentoring junior team members
• Surface trend-level insights to inform strategy and decision-making

Impact: You are directly responsible for both partner growth and revenue generation.

Level 3 — Key Accounts Manager

Own the most strategic relationships and influence how the business operates.

• Manage high-value, strategic partners, owning the full lifecycle of the largest relationships
• Lead high-impact sales motions within your territory, driving significant revenue outcomes
• Serve as a trusted advisor during critical partner moments, including escalations alongside leadership
• Continue to drive ads adoption, retention, and expansion at scale
• Act as a team leader by coaching others, modeling best practices, and refining frameworks before rollout
• Provide strategic insights across teams, influencing how we operate and grow

Impact: You shape not just partner outcomes, but how the entire Partner Success function evolves.

What This Means for You

• Clear progression with increasing ownership and compensation potential
• A path from execution → revenue ownership → strategic leadership
• Opportunities to influence product, operations, and company strategy
  

What You'll Do (Day-to-Day)

• Run structured partner check-ins per the cadence schedule for your tier
• Conduct growth conversations centered on SEO and paid ads — not generic platform talk
• Apply technical SEO and Google Business Profile rubrics across your book, validated with AI tooling
• Execute save plans for at-risk partners with documented intervention steps
• Present paid ads enrollment opportunities to eligible partners and secure opt-ins
• Update your portfolio scorecard at the defined weekly cycle
• Document partner decisions and follow-ups within 24 hours
• Use AI tools by default for prep, audits, synthesis, drafting, and reporting
• Participate in (or deliver, depending on level) cross-training segments with the rest of the team
• For Senior and Key Accounts: run the sales motion on qualified pipeline through demo and close
• For Key Accounts: cover for the COO on partner-facing matters during travel/PTO and coach peer Account Managers visibly
  

How You'll Work With Others

COO (Chief Operating Officer)

• Direct manager for all three levels; weekly 1:1 cadence
• Aligns on book composition, escalations, save plans, and priority shifts
• Expects evidence-based push-back, not consensus

Peer Account Managers (the 5-owner FBS team)

• Junior Account Managers participate in cross-training led by Senior and Key Accounts peers
• Senior Account Managers deliver cross-training in their domains of expertise
• Key Accounts Manager coaches the team and models account management discipline

Paid Ads Execution Partner

• You own the partner-facing ads enrollment conversation
• Our execution partner handles activation and campaign management
• You validate performance before partner-facing reviews

Sales Development Partner

• Provides qualified pipeline for Senior and Key Accounts roles
• You don't just coordinate handoffs — you run the demos and close the sales

Engineering, Product, Platform Support, Intercom

• You coordinate with execution teams without ceding ownership of the partner relationship
• You route technical or platform issues with clear, well-defined context

The partner relationship stays yours; the execution flows through the right team
Requirements:

You'll Thrive in This Role If You…

Two things matter more than anything else on this list. If you don't have these, the rest doesn't save you. If you do have these, we can teach you the rest.

You thrive in a startup-like environment. High ambiguity. Constant change. Moving fast. Asking questions instead of waiting for specs. Insanely curious. You don't need the path to be drawn before you start walking it.

You are already deep into AI. This is an AI-first company. The job is AI-first. Everything is augmented with AI. We're looking for people who are already passionate about AI, already using it at a high level, and eager to expand how they use it. You'll learn things in this role you didn't think were possible — but only if you arrive already convinced that AI is the leverage point, not a buzzword.

Everything below is real, but secondary to the two above:

• You take total ownership of a book — no "that belongs to someone else" defaults
• You push every conversation to an explicit partner decision instead of vague alignment
• You treat customer experience recovery and save plans as core work, not exception work
• You operate effectively under a defined cadence without daily oversight
• You're comfortable receiving direct feedback and giving it
• For Senior and Key Accounts: you're comfortable running a sales motion alongside account management — not waiting for prospects to come to you
• For Key Accounts: you're comfortable coaching peers and pressure-testing leadership decisions with evidence

This Role Is Probably Not a Fit If…

• You don't thrive in environments with high degrees of ambiguity and constant change
• You aren't interested in using AI as a core part of how you work
• You aren't open to being measured on hard numbers and held to clear results
• You prefer advisory conversations without explicit partner commitments
• You treat save plans, CX recovery, or ads enrollment as someone else's responsibility
• You need detailed step-by-step direction to feel confident shipping work
• You avoid hard conversations with partners or peers
• You resist a structured cadence in favor of "managing by feel"
• For Senior and Key Accounts: you're resistant to running a sales motion
• For Key Accounts: you avoid coaching dimension or need formal hierarchical authority to influence behavior

Role Structure

• Role type: Individual contributor (all three levels — Key Accounts includes a coaching dimension but no direct reports)
• Reports to: Chief Operating Officer
• Location: Hybrid. We reasonably expect the general radius for this hire to be within one to two hours of our Hopewell Junction, NY office in the beautiful Hudson Valley. Our current hybrid schedule is three days every other week on-site (six days a month). Those days are already on the calendar. We're explicit about radius because this cadence may shift in the future — likely toward more on-site time, not less. We need people who can not only maintain the current rhythm but embrace a more frequent on-site cadence if the company moves that direction. If a "six days a month now" works but "three days every week later" doesn't, this isn't the right fit

Compensation

Base salary range: $75,000–$100,000, dependent on level and demonstrated experience.

The role also includes variable compensation: a quarterly performance bonus tied to outcomes, a per-close sales accelerator (for levels with sales scope), and a per-event ads enrollment incentive. Specific structure is discussed at the offer stage based on the level you come in at.

Benefits & Work Environment

• Health & Wellness: Comprehensive health insurance, dental, vision
• Time Off: 22 days PTO + holidays + 4 floating holidays
• Retirement: 401(k) with company match up to 3%
• Equipment: Latest Mac laptop

See Role Structure above for the full hybrid location expectation.

How to Apply

Apply directly through Workable with your resume and a brief note answering three questions:

1. What level are you applying for (Junior / Senior / Key Accounts), and why?
2. Talk to me about your relationship with change and how you tolerate ambiguity. Give a real example, not a generic answer.
3. What are you doing today with AI? What do you think about AI? And how would you plan to bring it into this role?

If you're energized by owning a book end-to-end, running a structured cadence, and operating AI as a core part of how you work — we'd love to hear from you.