Director, Account Management

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

📋 Description

• Take charge of Minga's post-sale commercial strategy, focusing on customer retention, expansion, and overall health.

• Lead and mentor two Account Management Managers.

• Establish direction and performance benchmarks for the Account Management team.

• Foster ownership, proactivity, and commercial accountability within the team.

• Assist in recruitment at the management level and enhance succession planning.

• Allocate resources as the customer base and growth objectives change.

• Own the company's Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets, and define the post-sale delivery strategy.

• Create and manage models for customer segmentation and resource allocation.

• Develop early-warning systems and intervention strategies to mitigate churn risk.

• Collaborate with the Director of Sales to create upsell and expansion playbooks.

• Lead business reviews and quarterly business review (QBR) programs.

• Manage the advocacy and reference pipeline.

• Voice the customers' perspectives to executives and the Product team.

• Collaborate cross-functionally with teams in Sales, Marketing, Customer Experience, Implementation, and Product.

• Report on GRR, NRR, health trends, churn analysis, and team performance to the executive team.

• Implement improvements in current-book management, team capacity, touch models, segmentation, forecasting, and development plans.

⛳️ Requirements

• 5-8+ years of experience in customer success or account management within the B2B SaaS industry.

• Minimum of 3 years of experience in a leadership role overseeing managers or senior leaders.

• Demonstrated ownership of GRR and NRR metrics at the organizational level.

• Experience in building and scaling account management teams within a named-book, renewal-focused structure.

• Proficient in designing customer segmentation strategies, retention initiatives, and expansion tactics.

• Strong cross-functional leadership experience with collaboration among Sales, Product, and Marketing teams.

• Exceptional communication skills suited for executive-level interactions.

• Experience with HubSpot or similar CRM and customer success tools.

• Background in K-12 EdTech or the education sector is highly advantageous.

🏝️ Benefits

• Equity

• Annual compensation reviews conducted in November

• A supportive environment that encourages growth and autonomy

• Option for remote work

• Opportunities for professional growth and development

• A people-first culture

• Clear communication and mutual respect