Account Manager - Floral Business Services

About this role

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.
Requirements
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…