Director, Account Management

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

📋 Description

• Drive customer retention, growth, and success outcomes within the current client base.

• Lead a team of Account Managers.

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

• Formulate strategies and engage with executives for high-value, complex, or at-risk accounts.

• Manage commercial responses to mergers and acquisitions, organizational transformations, and budgetary adjustments.

• Cultivate and mentor a high-performing account management team.

• Set performance expectations, establish inspection routines, and conduct evaluations.

• Guide renewal strategies, negotiations, multi-threading, identification of expansion opportunities, stakeholder mapping, and churn reduction efforts.

• Supervise key client relationships and strategic account planning initiatives.

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

• Represent the organization at client meetings and industry functions.

• Implement an Account-Based Marketing (ABM) system to track and analyze customer and business signals.

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

• Develop frameworks for detecting churn risks.

• Collaborate with Finance, Legal, Sales Operations, Sales, Customer Success, Operations, and Product departments.

• Ensure Salesforce CRM integrity and maintain forecast accuracy.

• Provide insights on customers, market trends, and competitive landscape to influence product roadmaps, service delivery, and go-to-market strategies.

⛳️ Requirements

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

• 4+ years of experience in people management, leading commercial post-sales teams, including senior individual contributors or team leaders.

• Demonstrated success in owning multi-million-dollar renewal and expansion revenue targets while achieving strong Net Revenue Retention.

• Capability to evaluate customer health, usage patterns, renewal risk indicators, and opportunities for expansion.

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

• Proficient in Salesforce or a comparable CRM along with sales execution and engagement platforms.

• Sponsorship is not available for this position.

🏝️ 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 salary.

• Flexible Paid Time Off (PTO) with no accrual necessary.