Director of Account Management

📋 Description

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

• Define and manage essential CS/AM metrics, including NRR, retention, utilization, and renewal rates, while setting targets, monitoring performance, and ensuring team accountability for results.

• Directly report to senior leadership regarding team performance, account health, pipeline risks, and strategic priorities, providing clear visibility and proactive recommendations in every discussion.

• Lead the creation and ongoing enhancement of CS playbooks, account management methodologies, and operational frameworks to ensure consistency, quality of execution, and scalability within the team.

• Mentor and coach CSMs through intricate enterprise accounts, assisting 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 deep understanding of CSR priorities and corporate partner objectives to drive growth, renewal success, and optimal utilization.

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

• Act as a strategic liaison between Customer Success and Sales, Product, Marketing, Supply, Content, and Operations, 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 track record of handling large, complex enterprise relationships across multi-threaded stakeholder environments and matrixed buying organizations.

• Extensive knowledge of the corporate social responsibility (CSR), ESG, or employee engagement landscape, including insight into how Fortune 500 and large customer organizations structure, fund, and prioritize their social impact initiatives. Previous 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 CS or AM teams, demonstrating a clear ability to build culture, drive accountability, and scale team performance.

• Possess executive presence and excellent communication skills, with a proven capability to manage high-stakes client situations, executive escalations, and strategic negotiations at the C-suite and VP levels.

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

• Established and effective partnership with Sales, collaborating closely on renewal strategies, expansion pipelines, and handoffs that protect and accelerate revenue.

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

• Strong internal influence skills, capable of representing the customer's voice across functions with Product, Marketing, and Operations to drive significant improvements.

• Effective problem-solver who can simplify ambiguity into scalable processes and actionable team playbooks.

• A passion for our mission and a genuine belief that technology can serve as a powerful force for meaningful social impact.

🏝️ Benefits

• Health, Dental, and Vision coverage.

• Unlimited Paid Time Off (PTO) along with holidays and a day off for your birthday!

• Unlimited Social Impact Time Off (SITO)!

• An annual paid holiday break for the entire company between Christmas and New Year’s Eve to relax and recharge.

• Competitive salary.

• Events and volunteering aligned with our mission.

• An inclusive and dynamic start-up culture.

• Opportunities for accelerated career and personal growth.

• Culture Club and additional perks!