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

• Oversee key performance indicators (KPIs) such as Churn, CSAT, and response SLAs.

• Develop and establish the 'gold standard' for workflows in account management.

• Create scripts, email sequences, and escalation processes for the outsourced team.

• Conduct regular business reviews and in-depth analyses of account health.

• Provide direct feedback to partner team leaders to maintain high-quality communication.

• Supervise the identification of upsell and cross-sell opportunities, ensuring smooth transitions to internal teams.

• Track account health reports to anticipate churn risks and transform data into actionable insights.

• 8+ years of experience in Account Management or Customer Success, including 2-5 years in a leadership capacity.

• A systems thinker who enjoys creating processes that empower others to succeed at scale.

• Proficient in Salesforce (or similar CRM) and Excel, adept at using data to narrate a story and support resource allocation.

• Capable of managing complex workflows across diverse time zones and cultures.

• Demonstrated ability to build resilience for the future while adapting to a rapidly changing environment.

• Comprehensive medical, dental, vision, disability, and life insurance coverage.

• Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and commuter benefits.

• 401K matching and Employee Stock Purchase Plan (ESPP).

• Paid time off and sick leave.

• Paid parental leave, pregnancy leave, and new parent gift boxes.

• Family-forming benefits including IVF, preservation, and adoption support.

• Emergency backup care for children, adults, and pets.

• Employee Assistance Program (EAP) offering 24/7 counseling sessions.

• Free legal services providing legal advice, document creation, and estate planning.

• Employee bonus referral program.

• Assistance with student loan refinancing.

• Employee perks and discounts program.

Director, Account Management

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