Director, Account Management
Leads a North American SaaS account management team responsible for retention, renewals, expansion, and customer value. Requires substantial leadership experience managing complex mid-market or enterprise accounts and strong consultative relationship-building skills.
About the job
Responsibilities
- Lead and mentor a team of Account Managers, fostering excellence, collaboration, and continual learning.
- Analyze account health, identify opportunities and risks, and implement initiatives to maximize customer value.
- Drive client renewals, retention, and net retention targets.
- Develop strategic account plans aligned with client objectives and collaborate cross-functionally.
- Build relationships with key stakeholders and serve as a trusted advisor and advocate.
- Lead Executive Business Reviews and strategic check-ins.
- Synthesize customer feedback to inform product development and innovation.
- Oversee negotiation and management of client contracts.
- Drive feature adoption, enablement, and ongoing client education.
- Represent the company at industry events and client engagements.
Requirements
- 6+ years of leadership experience in mid-market or enterprise SaaS account management.
- Experience managing complex accounts in North America.
- Proven success driving renewals, upsell, and cross-sell opportunities.
- Strong communication, relationship-building, consultative, leadership, and mentoring skills.
- High intellectual curiosity and ability to thrive in a fast-paced, remote-first environment.
- Passion for customer success and continual learning.
Tools
- Absorb LMS
- Salesforce
- Gainsight
- Zendesk
- Calendly
- Zoom
- Microsoft Teams
- Adobe Acrobat
- CoPilot
- Claude
Compensation and Benefits
- Fully remote-first work with flexible work arrangements.
- Health and wellness benefits, retirement savings programs, and eligibility for two bonus plans.
- Generous paid time off and medical and dental benefits based on country of location.
- New-hire equipment allowance and monthly flex allowance.
- Career growth and internal mobility opportunities.
- Employee-driven diversity, equity, and inclusion programs.
Skills
Saas Account Management, Salesforce, Gainsight, Zendesk, Calendly, Zoom, Microsoft Teams, Adobe Acrobat, Copilot, Claude
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