Director, Account Management
Leads and scales the Account Management function, owning renewals, expansion, account health, and commercial outcomes for high-value B2B SaaS customers. The role requires experience building AM teams, coaching enterprise commercial motions, and partnering cross-functionally.
About the job
Responsibilities
- Lead and scale the Account Management team and help define the future structure of the Existing Business team.
- Develop and coach Account Managers focused on customer outcomes and business growth.
- Coach the team to map account portfolios, identify expansion opportunities, and develop customer expansion strategies.
- Partner with the CRO and VP of Sales to define KPIs, roles, responsibilities, success metrics, and operating rhythms.
- Collaborate with Sales, Finance, Legal, and Revenue Operations to deliver seamless customer experiences.
- Own renewal, expansion, customer satisfaction, and commercial outcomes across the team.
Requirements
- 4–6 years of experience leading Account Management, Sales, or Renewals teams in SaaS.
- Experience building and leading Account Management functions from the ground up.
- Experience leading commercial Account Management motions, including enterprise renewals, upselling, cross-selling, and customer escalations.
- Strong coaching and people leadership skills.
- Strategic and execution-oriented, with the ability to build processes and participate in customer calls.
- Data-driven approach using metrics and customer insights to guide decisions and demonstrate impact.
- Excellent cross-functional collaboration skills.
Nice to Have
- Experience with support or customer experience platforms.
- Familiarity with usage-based or product-led growth models.
- Experience working with mid-market and enterprise customers.
Compensation & Benefits
- Competitive salary of $280000–$310000.
- Equity.
- Private health insurance, including no-cost plan options.
- Paid parental leave.
- Flexible time off.
- Work-from-home flexibility on Mondays and Fridays under the hybrid schedule.
- Mental health support.
- Family planning support.
- $100 monthly lifestyle stipend for fitness, health, wellness, and other activities.
- Additional Wellness Days.
- Winter Break with offices closed from Christmas through New Year's Day.
Skills
SaaS, Account Management, Sales, Renewals, Upselling, Cross-Selling, Customer Escalations, People Leadership, Salesforce, Revenue Operations
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