Description
We are hiring a Director of Account Management to build and lead the next evolution of our customer-facing organization. You'll have the opportunity to continue to build the Account Management function, define processes, shape the customer journey, and scale a growing team of high-performing Account Managers.
Responsibilities:
- Build, lead, mentor, and scale the Account Management team from the ground up.
- Establish the Account Management strategy, including customer segmentation, engagement models, renewal & expansion motions, and success metrics.
- Own customer retention and expansion outcomes, partnering with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
- Develop data-driven processes to monitor account health, anticipate risks, and identify growth opportunities.
- Implement and optimize AI-driven workflows to improve forecasting, customer insights, team efficiency, and communication quality.
- Meet regularly with strategic accounts to understand goals, deepen relationships, and drive continued product adoption.
- Collaborate cross-functionally to advocate for customer needs and inform product roadmap priorities.
- Work with RevOps to build reporting, dashboards, and forecasting models to track team performance and KPIs.
- Create training, playbooks, and onboarding programs to support AM team growth and quality.
- Establish a culture of accountability, continuous improvement, and excellent customer stewardship.
Requirements:
- 8+ years of experience in Account Management or Sales in a B2B SaaS environment.
- 5+ years of experience leading Account Management or Sales teams; experience building a team from scratch strongly preferred.
- Strong understanding of SaaS customer lifecycles, renewal and expansion motions, and account health measurement.
- Proven experience owning retention, churn mitigation, and expansion targets.
- Ability to leverage AI tools (e.g., for forecasting, insights, automation, and communication augmentation) to enhance team performance.
- Excellent leadership, coaching, and people development skills.
- Strong strategic thinking, operational rigor, and a bias toward action.
- Exceptional communication and relationship-building abilities.
- Bachelor’s degree or equivalent experience.
Benefits:
- Flexible Paid Time Off
- Health Benefits - including Medical, Dental, and Vision and an HSA Match.
- 401(k) - we match 100% up to 3% of your contribution.
- Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).
- Paid New Parent Leave & Birthing Parent Leave
- Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
- Nectar - our peer-to-peer recognition program
- Company Events
- ERG Committees
- Fully-stocked kitchen