Director, Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Partner with the Vice President of Customer Experience to formulate and implement the comprehensive Small/Mid-Market Account Management strategy.

• Create a foundational Account Management enablement plan that includes best-in-class save strategies, discovery, ROI/value demonstration, multi-threading, proactive insights, thought leadership, negotiation, and in-depth industry/business knowledge.

• Work in collaboration with cross-functional leaders (Customer Success, Sales, Billing, Implementation, Support) to establish clear "swim lanes" and rules of engagement, ensuring a cohesive customer communication experience with seamless transitions that feel effortless to the customer.

• Provide transparent and honest updates to leadership, including regular reports on team performance, retention health, and areas requiring investment or adjustments, so leadership is never caught off guard.

• Collaborate closely with People Operations to create a top-tier onboarding experience.

• Model exemplary relationship ownership practices, covering everything from account planning and meeting preparation to agenda setting, call formats, follow-ups, and closing processes.

• Cultivate relationships with key customers, serving as an escalation point for representatives, mitigating risks, and fostering trust.

• Intuitively assess risks and opportunities within accounts, grasping both the nuances and specifics while also recognizing the broader implications.

• Continuously educate yourself on the Customer Relationship Ecosystem landscape, our customers’ businesses, and competing/complementary technologies.

• Establish clear KPIs for retention, account growth, and health for the team, managing these metrics through a daily dashboard.

• Oversee pipeline activities, provide accurate forecasts, and ensure consistent achievement of retention goals.

• Maintain impeccable CRM hygiene, holding team members accountable for documentation and tracking processes.

• Conduct regular pipeline reviews, deal coaching, and account planning sessions with the team.

• Clearly communicate performance expectations, ensuring that everyone understands where they stand and how to reach their career aspirations.

• Recruit, mentor, and optimize a team of Account Managers with exceptional listening, communication, relationship-building, and time management skills.

• Proactively manage team capacity, ensuring appropriate net headcount expenditures throughout the year without compromising revenue, leaving account coverage gaps, or negatively impacting the customer experience.

• Foster a strong team dynamic, promoting collaboration within the team and across the organization, as we all strive for collective success.

⛳️ Requirements

• Over 4 years of experience in sales and/or account management, in a quota-carrying role.

• More than 2 years of experience managing Account Managers or similar post-sale customer-facing positions.

• Demonstrated ability to drive results with a history of meeting and exceeding revenue and/or account growth targets.

• Hands-on, in-depth understanding of B2B SaaS deal flows, relationship building, and pricing mechanisms.

🏝️ Benefits

• Comprehensive insurance and benefit offerings, including two medical plans to select from, 100% coverage of employee dental and vision insurance premiums, HSA seed funding, company-paid short-term and long-term disability, life insurance, telemedicine access, and a wellness benefit of $400 annually.

• Policies that promote a healthy work/life balance, featuring Flexible PTO, 14 paid company holidays, paid parental leave, and volunteer days.

• 401(k) plan with a 4% company match and immediate vesting.

• A fully remote work culture that includes a monthly reimbursement for remote work expenses ($600/year) to support our distributed team, along with an annual in-person company kickoff event.

• Engaging challenges to tackle with a dedicated and supportive team committed to your professional growth and development.

• A wonderfully unique culture that encourages you to bring your authentic self to work.