Director of Account Management

What You'll Do:

• Build, hire, and scale the Account Management function from an early team into a high-performing, larger-scale organization that can support our growing customer base.
• Define and execute the Account Management strategy aligned with revenue, retention, and growth targets.
• Define account segmentation, ownership models, coverage, success criteria, and capacity planning.
• Hire, coach, and scale a high-performing team of Account Managers accountable for expansion, retention, and customer outcomes.
• Establish standards, KPIs, dashboards, and an operational cadence for reporting, forecasting, reviewing account health, risk, retention, and expansion pipeline.
• Build repeatable playbooks for onboarding, adoption, driving usage, identifying cross-sell and upsell opportunities, unlocking new use cases, and renewal motions.
• Identify expansion opportunities, diagnose risk proactively, and implement retention strategies.
• Implement data-driven frameworks for customer prioritization, health scoring, forecasting, and resource allocation.
• Partner closely with Sales, Operations, CEO, and Finance on post-sale execution, forecasting, quota design, capacity planning, and incentive alignment.
• Serve as executive sponsor for strategic enterprise accounts and complex expansions.
• Ensure tight feedback loops between customers and internal stakeholders to influence roadmap and opportunity investments.
• Build scalable processes that support global expansion and evolving GTM motions.
• Lead with a strategic lens while staying hands-on when needed, jumping in alongside the team (including making calls) to model expectations and support execution.
• Attend quarterly company leadership meetings, collaborating on company initiatives and deliverables.
• Take the lead in driving a culture of continuous improvement and change management.
• Drive organizational excellence, ensuring a work culture of Diversity, Equity, and Inclusion by living the company’s vision and core values.

What You'll Bring:

• 10+ years of experience in Account Management, Customer Success, Sales Operations, or post-sale revenue roles
• 5+ years leading teams in high-growth SaaS, managed services, or technology environments
• Demonstrated success building and scaling an Account Management team from the ground up. Owning org design, processes, operating models, and compensation structure.
• Ability to build scalable processes without introducing unnecessary bureaucracy
• Strong analytical and strategic thinking skills with experience in forecasting, segmentation, and performance measurement
• Exceptional leadership, communication, and stakeholder management skills
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
• Proficient with Netsuite (or equivalent CRM).
• Ability to travel as needed.

Perks and Benefits:

• Comprehensive Medical, Dental, and Vision plans to keep you feeling your best
• 401(k) with employer match—because your future matters
• Company-paid Life Insurance, plus HSA & FSA options
• Employee Assistance Program (EAP) for real support when you need it
• Adoption Assistance to help grow your family
• Commuter Benefits for an easier ride
• Free Coursera Professional Certifications to level up your skills
• Generous vacation & sick time, plus paid time off to give back to your community