Senior Strategic Account Manager, HardTech Development Services (HDS)

mHUB seeks a Senior Strategic Account Manager for our Hardtech Development Services (HDS) team. HDS links manufacturers and corporations with mHUB’s elite engineering and design experts to speed up product innovation and commercialization. In this role, you'll drive revenue growth by nurturing existing and past client relationships, fostering repeat business, and uncovering expansion opportunities across teams, departments, or business units. You'll own the post-sale lifecycle, ensuring retention, upsell, and account health through trust-based, value-driven interactions—not transactional sales.

The ideal candidate is a seasoned relationship builder skilled in expanding complex technical services accounts via strategic alignment, executive engagement, and proactive advocacy. This position will report to the VP of Innovation Services and Co-founder.

Key Responsibilities

Customer Relationship Management

• Own executive-level relationships with key customers across both active and inactive engagement periods
• Act as the primary strategic contact beyond daily project delivery.
• Ensure clients feel supported and informed, articulating mHUB's value, alignment with their goals, and potential future collaborations.
• Proactively identify and pursue repeat engagements, renewals, and upsell opportunities.

Internal Coordination & Advocacy

• Represent client needs internally to align priorities and expectations.
• Balance advocacy for clients with safeguarding internal resources and teams.
• Deliver feedback to refine service delivery, processes, and offerings.

Outcome-Focused Communication

• Prepare and present quarterly or milestone-based progress reports highlighting account health.
• Create standardized templates linking mHUB's contributions to client outcomes and future opportunities.
• Lead executive check-ins, account reviews, and strategic planning sessions.
• Conduct NPS or satisfaction surveys, analyzing results for insights.

Growth & Retention

• Collaborate on case studies and testimonials to showcase successes.
• Sustain long-term account relationships post-project.

Voice of the Customer

• Gather and analyze feedback via surveys and interactions to spot trends, risks, and opportunities.
• Convert insights into actionable enhancements for service, communication, and overall experience.

Qualifications:

Required Experience

• 8–15 years in customer success, account growth, strategic management, or post-sale revenue roles in B2B settings, ideally involving hardware or physical products.
• Proven success in expanding revenue within existing accounts.
• Expertise in managing complex, multi-stakeholder relationships.
• Exceptional executive communication and presentation abilities.
• Background in services-based, consultative, or solution-oriented environments.

Technical Fluency

• Experience collaborating with engineering, product, or technical teams.
• Skill in translating technical details into business value.
• Adaptability in ambiguous, evolving settings.

Preferred Qualifications

• Background in hardtech, manufacturing, robotics, automation, or industrial systems
• Experience in professional services, consulting, or R&D models
• Knowledge of innovation ecosystems or startup environments.

What Success Looks Like

In the first 12–18 months, you will:

• Increase repeat engagement and expansion revenue across HDS accounts
• Strengthen executive relationships with key customers
• Improve customer retention and satisfaction metrics
• Expand mHUB’s footprint within existing organizations
• Reinforce mHUB’s reputation as a trusted long-term hardtech development partner

Why mHUB

• Tackle cutting-edge hardtech projects that bring real products to life.
• Partner with elite engineers, designers, and innovators.
• Empower founders and corporations to solve pressing real-world challenges.
• Contribute to a mission-driven organization advancing manufacturing and hardtech innovation.

Salary and Duration

Salary will be commensurate with experience. Competitive benefits package.

If Interested

To apply submit the following items:

• Cover letter
• Resume
• List of 3 professional references with contact information
• Salary requirements

Applications must be submitted by email to info@mhub.org

Position Open Immediately.