Lead Product Manager, Strategic Accounts

Accountabilities

• • Serve as the primary product point of contact for reporting and product requests from strategic clients, partnering closely with customer success, account, sales, engineering, and client stakeholders.
  • Establish and manage a structured intake and triage process for strategic-account requests, ensuring every request is captured, assessed, prioritized, routed, and tracked through completion.
  • Translate ambiguous, highly specific, or non-standard customer requests into clear, well-scoped requirements that engineering teams can evaluate, estimate, and deliver.
  • Partner with engineering leaders across reporting and business intelligence backlogs to prioritize strategic-account initiatives alongside broader platform roadmap commitments.
  • Facilitate trade-off decisions when urgent customer requirements compete with planned roadmap priorities, communicating decisions and rationale effectively to internal and external stakeholders.
  • Identify recurring needs across strategic accounts and advocate for scalable, productized capabilities rather than repeated one-off development.
  • Work directly with customer executives and other senior stakeholders to understand needs, establish expectations, communicate timelines, and manage delivery outcomes.
  • Monitor and report on request volume, turnaround times, delivery status, and demand patterns across the top strategic accounts.
  • Use customer and operational data to influence product priorities and build evidence-based recommendations about what should be developed.
  • Ensure strategic-account demand remains visible and connected to broader product planning rather than being managed informally or through individual inboxes.
  • Develop quarterly strategic-account demand plans and incorporate customer trends and insights into broader reporting and analytics roadmap discussions.
  • Drive improvements in request-to-delivery processes, helping create faster, more predictable turnaround and stronger alignment between customer needs and product strategy.
  • Protect the long-term product roadmap while maintaining a strong customer-first approach and ensuring strategic accounts receive thoughtful, transparent product partnership.

  Requirements

  • 6+ years of Product Management experience, including substantial experience managing enterprise customers or strategic-account relationships.
  • Proven ability to manage a high volume of concurrent and competing customer requests while maintaining strong organization, visibility, and follow-through.
  • Strong technical fluency with data, reporting, and business intelligence systems, including the ability to understand SQL logic, data models, ETL/BI workflows, and reporting trade-offs.
  • Demonstrated experience partnering directly with engineering teams on prioritization, product planning, requirements definition, and trade-off decisions.
  • Excellent stakeholder management and executive-level communication skills, including the confidence and credibility to push back on customer requests when appropriate.
  • Comfortable operating in ambiguous environments and skilled at turning vague or unconventional customer needs into clearly defined problems and actionable requirements.
  • Strong customer-first mindset combined with the judgment to distinguish scalable product opportunities from one-off requests.
  • Excellent analytical, organizational, communication, and decision-making skills.
  • Ability to use customer demand, operational metrics, and product data to influence prioritization and roadmap decisions.
  • Experience in fitness, wellness, health club SaaS, or another vertical SaaS environment with high-touch strategic accounts is an asset.
  • Hands-on experience with custom reporting or BI tools such as ReportCaster, Domo, Looker, or Power BI is an asset.
  • Experience with data platforms such as Databricks, Snowflake, or Microsoft Fabric is an asset.
  • Experience creating an account-specific intake, escalation, or request-management process from the ground up is an asset.
  • Consulting, professional services, or client-services experience involving bespoke deliverables is an asset.
  • Demonstrated ability to transform repeated one-off customer requests into reusable, scalable product capabilities is an asset.

  Benefits

  • CAD $158,000–$171,200 annual compensation, with the final offer determined by experience, qualifications, skills, geographic location, and market considerations.
  • Potential eligibility for additional compensation such as bonuses, commissions, equity, or other incentive programs.
  • Remote work environment with flexibility across eligible Canadian locations.
  • Open PTO policy providing flexibility in how and when time off is taken.
  • Quarterly Days of Disconnect, providing a collective company-wide day off.
  • Parental and pet-parent leave programs.
  • Quarterly fitness and wellness reimbursement.
  • Medical, dental, and vision coverage.
  • Employee Assistance Program (EAP).
  • Premium Calm App subscription for employees and up to four dependents over age 16.
  • Learning, professional development, and growth opportunities.
  • Inclusive, collaborative culture centered on Best Life, One Team, and Growth Mindset.
  • Opportunity to influence strategic product decisions and work closely with enterprise-level customers and cross-functional leadership teams.