Director of Account Management

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take ownership of the performance and development of the Customer Success team by establishing clear expectations, conducting regular coaching sessions and performance evaluations, and fostering long-term capability within the team.

• Define and manage key Customer Success and Account Management metrics such as NRR, retention, utilization, and renewal rates, setting targets, tracking performance, and ensuring the team is accountable for results.

• Provide direct reports to senior leadership regarding team performance, account health, pipeline risk, and strategic priorities, offering clear visibility and proactive recommendations in every discussion.

• Lead the creation and ongoing enhancement of Customer Success playbooks, account management methodologies, and operational frameworks to ensure consistency, high-quality execution, and scalability across the team.

• Mentor and guide Customer Success Managers through complex enterprise accounts, aiding the team in navigating multi-threaded stakeholder environments, high-stakes renewals, escalations, and strategic negotiations.

• Supervise strategic account management across the enterprise portfolio, leveraging a strong understanding of corporate social responsibility (CSR) priorities and partner goals to drive growth, renewal success, and optimal utilization.

• Enhance customer retention and expansion through proactive account strategies, executive-level engagement, and strong cross-functional alignment.

• Act as a strategic liaison between Customer Success and the Sales, Product, Marketing, Supply, Content, and Operations teams, ensuring that the customer’s voice informs internal decisions and priorities.

• Develop a reporting infrastructure and operational visibility tools that enhance forecasting accuracy, account governance, and leadership decision-making.

⛳️ Requirements

• 8+ years of experience in B2B SaaS account management or customer success, with a proven record of managing large, complex enterprise relationships across multi-threaded stakeholder environments and matrixed buying organizations.

• Profound knowledge of the corporate social responsibility (CSR), ESG, or employee engagement sectors, including insights into how Fortune 500 and large customer organizations structure, fund, and prioritize their social impact initiatives. Experience working with or selling to CSR, HR, or Sustainability leaders is highly preferred.

• 3+ years of experience leading and developing high-performing, client-facing Customer Success or Account Management teams, with a clear history of cultivating culture, driving accountability, and scaling team performance.

• Exceptional executive presence and communication skills, with a demonstrated ability to navigate high-stakes client situations, executive escalations, and strategic negotiations at the C-suite and VP levels.

• Proven success in expanding enterprise accounts through growth initiatives, cross-selling, and engaging new departments, with a strong understanding of NRR, retention metrics, and contract value growth.

• Strong, collaborative partnership with Sales, working together on renewal strategies, expansion pipelines, and handoffs that safeguard and promote revenue.

• Highly data-driven, capable of interpreting performance metrics, constructing reporting frameworks, identifying risk indicators early, and translating insights into actionable plans for the team.

• Excellent internal influence skills, able to advocate for the customer’s voice across Product, Marketing, and Operations to implement meaningful improvements.

• A skilled problem-solver who can deconstruct ambiguity into scalable processes and actionable team playbooks.

• A passion for our mission and a sincere belief that technology can create significant social impact.

🏝️ Benefits

• Health, Dental, and Vision insurance.

• Unlimited PTO, plus holidays and a day off for your birthday!

• Unlimited Social Impact Time Off (SITO)!

• A company-wide annual paid holiday break between Christmas and New Year’s Eve to rest and recharge.

• Competitive salary.

• Mission-driven company events and volunteering opportunities.

• An inclusive and dynamic start-up culture.

• Accelerated opportunities for career and personal growth.

• Culture Club and additional perks!