Director, Account Management

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

📋 Description

• Act as a strategic leader connecting operational execution with the strategic vision in the post-sale organization.

• Report directly to the COO.

• Drive retention, growth, and customer success results within the current client portfolio.

• Manage a team of Account Managers.

• Take ownership of quarterly Net Revenue Retention (NRR) and Gross Renewal objectives.

• Operationalize scalable commercial processes.

• Lead forecasting, deal assessment, and pipeline evaluations.

• Direct strategy and executive engagement for high-value, complex, or at-risk accounts.

• Oversee commercial responses to mergers and acquisitions, organizational changes, and budgetary shifts.

• Collaborate with leadership on pricing strategies, packaging, and expansion initiatives.

• Mentor and develop the Account Management team.

• Set performance expectations, inspection routines, and performance reviews.

• Coach the team on renewal strategies, negotiation tactics, multi-threading, identifying expansion opportunities, stakeholder mapping, and reducing churn.

• Provide training on account management, upselling, cross-selling, and competitive positioning.

• Manage key client relationships and strategic account planning.

• Serve as the executive sponsor and senior escalation contact for critical accounts.

• Collaborate with cross-functional teams and platform brands to generate additional revenue.

• Represent the company at client meetings and industry events.

• Implement an Account-Based Marketing (ABM) system to monitor customer industry trends and business signals, as well as analyze customer relationships.

• Standardize processes for account planning, renewals, expansions, and escalations.

• Develop frameworks for detecting churn risk.

• Work with Finance, Legal, and Sales Operations to align on contracts, pricing, and billing.

• Maintain Salesforce CRM hygiene and ensure forecast accuracy.

• Act as a liaison between Account Management and internal brands.

• Collaborate with Sales, Customer Success, Operations, and Product teams.

• Share customer insights and competitive intelligence to shape product roadmaps, service delivery, and go-to-market strategies.

⛳️ Requirements

• Over 8 years of experience in customer-facing SaaS or technology roles, such as Account Management, Customer Success, Expansion Sales, or Client Services.

• At least 4 years of people management experience leading commercial post-sales teams, including senior individual contributors or team leads.

• Demonstrated success in managing multi-million-dollar renewal and expansion revenue targets and achieving strong NRR.

• Ability to evaluate customer health, usage trends, renewal risk indicators, and expansion prospects.

• Experience navigating complex commercial situations, competitive pressures, and high-stakes negotiations.

• Strong proficiency in Salesforce or a similar CRM, along with sales execution and engagement platforms.

• Must be able to work without employer-sponsored work authorization; the company cannot provide work sponsorship.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible Spending Account (FSA).

• Company-paid life insurance.

• 401(k) plan with company matching.

• Opportunities for training and development.

• Competitive compensation.

• Flexible PTO policy with no accrual required.

• Remote work options.