Director, Customer Growth

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

📋 Description

• You will be responsible for the GMV results of a portfolio consisting of Archive's largest brand partners.

• Establish and nurture relationships with senior brand stakeholders, from Directors to VPs and above.

• Assess political dynamics, foresee organizational changes, and strategically position Archive within each brand.

• Identify and foster expansion advocates across various teams within the organization.

• Manage challenging discussions regarding missed targets, scope disagreements, and escalations.

• Oversee the renewal strategy, including timing and negotiations for your portfolio.

• Spearhead expansion discussions across different program types, supply sources, and solutions (such as peer-to-peer and new categories).

• Formulate the strategic growth thesis for each brand and present it to brand leadership.

• Create business cases for strategic initiatives and propose upsells.

• Collaborate with Sales and Commercial leadership on contract processes and pricing strategies.

• Identify 2–3 significant opportunities per account each quarter and determine what should be deprioritized.

• Engage with Implementation, Product, Ops, CX, and Marketing when an account requires their support.

• Manage the Customer Growth methodology, including operating rhythms, brand planning frameworks, escalation models, and renewal playbooks.

⛳️ Requirements

• A minimum of 6 years of experience managing revenue outcomes in enterprise account management, customer success, or commercial roles, preferably with portfolios exceeding $XM.

• Demonstrated success in establishing and expanding relationships with VP+ stakeholders at enterprise or mid-market brands.

• Experience in handling commercial negotiations, including renewals, expansions, and contract processes.

• Strong business acumen: capable of developing business cases, growth theses, and leading pricing discussions.

• Ability to make independent judgment calls and prioritize effectively without predefined guidelines.

• Proven experience working collaboratively across functions to achieve outcomes with product, ops, and go-to-market teams.

• Excellent communication skills, adept at tailoring messages for executive audiences.

🏝️ Benefits

• Employee and dependent healthcare coverage.

• Enrollment in a 401(k) plan.