Account Manager

About the Job

Looking for an Account Manager – Overland Park, Kansas

Lula's mission is to make maintenance easy for residents and property managers nationwide. In just five years, we've expanded to 50+ markets across the U.S., built a high-impact team of 100+, and earned recognition as a Proptech award winner and one of America's fastest-growing companies.

Accolades:

• Ingram's Business Magazine's 2025 Fastest Growing Company in Kansas City

• Ranked #373 on the Inc. 5000 Fastest Growing Private Companies in the United States

• Proptech Breakthrough's Work Order Management Solution of the Year

Lula Core Values:

• We are customer obsessed.

• We think differently.

• We hustle.

• We finish what we start.

• We care for one another.

The Role

Lula is hiring an Account Manager to manage a book of SMB and mid-market accounts, generally portfolios under 2,000 doors. This role is responsible for retention, adoption, and organic growth by making Lula the customer’s default, trusted maintenance partner.

This is a tactical, relationship-driven account management role. Unlike more strategic enterprise-facing account management roles, this position is built for higher account volume, direct operator engagement, consistent execution, and proactive program adoption across a portfolio of customers.

What You’ll Do

· Own a portfolio of SMB and mid-market accounts and drive strong retention and account health across the book

· Build trusted relationships with operators and day-to-day stakeholders, so Lula becomes embedded in their maintenance workflow.

· Lead a structured customer cadence, including weekly check-ins during the first 60 to 90 days after piloting and bi-weekly monthly engagement for established accounts.

· Conduct light business reviews or performance summaries focused on operational wins, adoption trends, and expansion opportunities.

· Identify and act on early churn signals, including declining volume, weak engagement, or lack of program adoption.

· Proactively introduce and expand use of Make Readies, flat-rate catalog offerings, and seasonal maintenance programs.

· Translate Lula’s value into practical customer outcomes, including easier workflows, faster response times, reduced communication friction, stronger pricing confidence, and better operational consistency.

· Maintain disciplined CRM documentation, including notes, follow-ups, and expansion signals across the portfolio.

· Partner cross-functionally with internal teams to resolve issues, reduce operational noise, and improve customer experience.

· Partner with Lula’s service team to quickly unblock off-track work orders and ensure issues are resolved back to a positive outcome for the customer.

What Success Looks Like

The primary KPI for this role is Net Revenue Retention, with a 2026 target of 105 to 110 percent. Strong performance also includes gross retention of 95 percent or higher, expansion rates of 10 to 15 percent or better, regular program adoption, and consistent customer engagement cadence.

In this role, success means creating durable default-vendor behavior. Customers should view Lula as easy, reliable, and operationally valuable, not as an occasional vendor used only when needed.

Profile

· 2 to 5 years of experience in account management, customer success, client services, or a similar customer-facing role.

· Experience managing SMB, mid-market, or high-volume customer portfolios.

· Strong organizational discipline and comfort operating in a cadence-heavy environment.

· Ability to build trust with operators and frontline stakeholders.

· Confidence discussing usage trends, adoption opportunities, and customer value in practical business terms.

· Proven ability to manage through detail, follow through consistently, and stay ahead of account risk.

Strong Candidates Tend To

· Anticipate seasonal or operational needs before the customer raises them.

· Recommend relevant programs proactively rather than waiting for demand to appear.

· Catch churn signals early and respond with urgency.

· Build operator trust through responsiveness, consistency, and practical problem solving.

· Reduce noise for customers and coach them toward better workflow adoption.

This Role Is Not

This is not a highly strategic enterprise account role centered on executive sponsorship, multi-layer stakeholder mapping, and portfolio-wide expansion planning. It is a more tactical role designed for higher account volume, direct customer engagement, and repeatable account management rigor across SMB and mid-market customers.