Director, Relationship Management

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

📋 Description

• Lead a high-performing account management team focused on enhancing client retention and growth

• Design and execute strategic account management frameworks complete with clear KPIs and playbooks tailored for various client segments

• Establish scalable processes to uncover upsell opportunities while ensuring outstanding client experiences

• Collaborate across departments including Product, Operations, and Sales to facilitate seamless client journeys

• Employ data-driven strategies to monitor client health, anticipate churn, and create proactive intervention plans

• Conduct quarterly business reviews with key clients to fortify relationships and showcase ROI

• Propel the advancement of our account management function as the organization expands

• Act as an escalation point for intricate client issues that necessitate executive involvement.

⛳️ Requirements

• Over 5 years of experience leading customer-facing teams such as account management, customer success, or sales

• Demonstrated success in enhancing customer retention and satisfaction within a SaaS or technology environment

• Proven experience in building and scaling high-performing teams during rapid growth phases

• Strong capability to create strategic account plans and processes that yield measurable outcomes

• Experience in deploying systems and tools to monitor customer health and team effectiveness

• Exceptional communication and relationship-building skills with clients and internal stakeholders alike

• Data-driven mindset for decision-making and performance management.

🏝️ Benefits

• A fantastic 401(k) plan: Our own! Our 401(k) features a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and no plan fees

• Premium health plans, along with dental and vision insurance

• Competitive vacation time and parental leave

• Additional Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to aid in understanding your equity and enhancing financial wellness

• Lyra: Enhanced Mental Health Support for employees and their dependents

• Carrot: Fertility healthcare and family planning benefits

• Candidly: Student loan resources to assist you and your family in planning, borrowing, and repaying student debt

• Monthly work-from-home stipend; quarterly lifestyle stipend

• Engaging team-building activities, ranging from virtual social events to team offsites, fostering collaboration and camaraderie.