Director of Account Management

What you'll do

• 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.

Background we're looking for

• 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 we’d be particularly excited about

• 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.