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 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
Benefits
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:
What level are you applying for (Junior / Senior / Key Accounts), and why?
Talk to me about your relationship with change and how you tolerate ambiguity. Give a real example, not a generic answer.
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.
