Director of Account Management

• Lead, coach, and develop a team of Account Managers, creating accountability around performance, customer outcomes, and team development while fostering a high-performing, customer-centric culture.
• Define and evolve the Thatch service model in partnership with CS leadership, including staffing models, customer tiering, value-delivery frameworks, and how we communicate our service offering to customers and prospects.
• Design and implement scalable customer programs, operating processes, and team workflows that improve customer experience, increase efficiency, and support long-term retention and growth.
• Identify, implement, and optimize the tooling, processes, and data infrastructure that help AMs work more efficiently and at greater scale – ensuring the team has the right leverage to serve a growing customer base without proportionally growing headcount.
• Serve as the primary escalation point for complex customer situations, partnering cross-functionally with Product, Operations, Support, and Leadership to drive resolution and improve underlying processes.
• Establish performance management and coaching frameworks, leveraging customer feedback, business metrics, and team observations to identify development opportunities and enable continuous growth.
• Partner with Sales teams on strategic opportunities, including finalist presentations, references, executive relationship-building, and handoff from Account Executives.

• 7+ years of experience in customer success, account management, implementation, consulting, or a related customer-facing function, including experience managing and developing high-performing teams.
• Strong operational and analytical skills, with a track record of building scalable processes, programs, and systems that improve customer and team outcomes.
• Demonstrated success managing executive customer relationships and navigating complex escalations in fast-paced environments.
• Exceptional communication, presentation, and stakeholder management skills, with the ability to influence cross-functional partners and senior leaders.
• Proven ability to balance strategic thinking with hands-on execution, operating effectively in environments where processes are still evolving.
• Familiarity with CRMs and customer success platforms and a track record of using tooling and data to drive team efficiency and customer health.

• Experience leading Customer Success or Account Management teams within health insurance, employee benefits, HR technology, payroll, fintech, or other complex B2B2C businesses.
• Experience building customer lifecycle programs spanning onboarding, adoption, renewals, retention, and customer advocacy.
• Experience helping a high-growth company scale from a more reactive customer operations into a proactive, data-driven organization.
• Experience with NRR management, customer health frameworks, and early-stage expansion programs.
• Experience supporting enterprise or mid-market sales cycles through executive presentations, customer references, RFP responses, or service design.

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:

• 30 minute video meeting to talk through your background and interest in Thatch
• 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
• 30 minute video meeting to meet 2-3 members of the team
• 30 minute video meeting with department leadership
• 30 minute video meeting with our founders to discuss your approach to culture and our operating principles