Senior Director, Account Management

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

📋 Description

• Take ownership and achieve GRR and NRR objectives throughout the organization.

• Enhance renewal forecasting accuracy and ensure pipeline visibility across all segments.

• Develop and oversee strategies for expanding existing accounts.

• Execute a consistent process for deal inspections, forecasting cycles, and maintaining pipeline integrity for renewals and upsells.

• Lead, mentor, and nurture a team of quota-carrying Account Managers.

• Foster a revenue-focused mindset within the customer experience team.

• Establish KPIs, quotas, compensation structures, and performance evaluation frameworks.

• Recruit, onboard, and cultivate a high-performing team dedicated to retention and growth.

• Collaborate with Service Delivery and SOC teams to ensure value realization directly linked to renewal outcomes.

• Create a structured renewal process (90/120-day cycles, risk assessment, executive alignment).

• Manage customer health scoring models to proactively detect churn risks and opportunities for expansion.

• Ensure Account Managers act as trusted advisors, facilitating strategic discussions.

• Develop playbooks aimed at driving cross-sell and upsell opportunities for MDR, DFIR, and related security services.

• Work alongside Sales, Product, and Marketing to align strategies for account growth and positioning.

• Create scalable initiatives for customer advocacy, reference generation, and lifecycle expansion.

• Advocate for the customer's voice by directly linking feedback to revenue outcomes and retention factors.

• Utilize customer data, usage patterns, and engagement indicators to enhance NRR performance.

• Convert insights into actionable enhancements across product, delivery, and market approaches.

• Implement tools, processes, and reporting systems to optimize renewals, expansions, and account planning.

• Use analytics to inform data-driven decision-making across retention and growth metrics.

• Collaborate across functions to ensure alignment between Sales, Marketing, Product, and Delivery.

⛳️ Requirements

• A minimum of 8 years of experience in Customer Experience, Account Management, or leadership roles in Post-Sales.

• A proven history of leading teams of quota-carrying Account Managers or Renewals AEs.

• Demonstrated accountability for GRR, NRR, renewals, and expansion revenue goals.

• Strong leadership background in scaling high-performing, revenue-oriented account management teams.

• Required experience in the cybersecurity industry; experience with MDR/MSSP is highly preferred.

• Comprehensive knowledge of renewal cycles, churn mitigation, and expansion strategies in subscription-based models.

• Highly analytical, with experience in utilizing data, forecasting, and pipeline management tools.

• Exceptional communication skills and executive presence, capable of engaging with stakeholders from end-users to C-level executives.

• Strategic mindset with the ability to develop and implement scalable post-sales revenue initiatives.

• Bachelor’s degree or equivalent experience; MBA or advanced degree is preferred.

• A self-motivated individual who excels in a fast-paced, high-growth environment.

🏝️ Benefits

• Flexible Paid Time Off

• 401(k) with company match

• Medical, Dental, and Vision Coverage

• Voluntary Short-Term and Long-Term Disability

• Employee Assistance Program with Mental Health support

• Life and ancillary insurance options

• Health Savings Account contributions (with HDHP selection)

• 10 annual paid holidays