# Director of Account Management
**Company:** [Thatch](https://hotfix.jobs/companies/thatch)
**Location:** Remote
**Experience:** 7+ years
**Skills:** CRM, Customer Success Platforms, Account Management, Customer Retention, Nrr Management, Customer Health Frameworks, Stakeholder Management, Performance Management, Process Design, Data-Driven Decision Making
**Posted:** 2026-06-18
> Lead and develop the Account Management team, define service models, and drive retention and expansion for mid-market and enterprise customers. Requires 7+ years in customer-facing roles with team leadership experience.
## Job Description
## 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.
**Apply:** https://hotfix.jobs/jobs/director-of-account-management-at-thatch-c3d4bd5f-b5f4-4d0f-933e-6ebd2c49f0a3
**Canonical:** https://hotfix.jobs/jobs/director-of-account-management-at-thatch-c3d4bd5f-b5f4-4d0f-933e-6ebd2c49f0a3