Director, Account Management

Key Responsibilities

• Act as executive sponsor for Uncountable's most strategic accounts, owning the relationship at the highest level.
• Manage, coach, and develop a team of Account Managers — including hiring, onboarding, and performance development.
• Own GRR, NRR, and account health across the team's full book of business, holding AMs accountable to targets while personally driving outcomes on the most critical accounts.
• Define the processes, standards, and expectations that guide how the AM team operates and engages customers.
• Own high-level escalations, ensuring rapid, effective resolution and long-term account health.
• Define long-term account approach for renewals, expansion, and complex commercial discussions.
• Aggregate insights across the customer portfolio to influence product direction and roadmap priorities.
• Ensure tight alignment across Account Management, Scientific Implementation, Support, and ML teams on customer outcomes.
• Model exceptional ownership and reinforce the cultural norms that define Uncountable's approach to customers.
• Drive the pace, priorities, and strategic direction of the AM function as it scales.

Requirements

• 5–8+ years of experience in account management, customer success, or a related field, including 2+ years experience directly managing and developing a team.
• Deep experience leading strategic enterprise accounts and building executive-level partnerships.
• Proven track record designing account strategy, negotiation approach, and long-term expansion plans.
• Comfort working with a technical product, technical buyers/users, and complex implementations.
• Outstanding executive presence and communication skills.
• Excellent analytical and problem-solving abilities.
• A proactive, entrepreneurial mindset with strong ownership instincts.
• Ability to travel 20–30%.
• Experience working with complex, multi-divisional, multi-geographic customers.

Preferred Qualifications

• Passion for science, chemistry, or artificial intelligence.
• An aptitude for statistics, mathematics.
• Experience scaling an account management or customer success team at a growth-stage company.