Director of Account Management

Director Of Account Management

This leadership role offers the opportunity to shape customer retention and expansion strategies within a fast-growing technology environment. You will lead account management teams responsible for building long-term customer relationships, driving renewals, and identifying growth opportunities. The position combines strategic leadership, operational excellence, and customer-focused execution to maximize business outcomes. You will work closely with sales, product, and customer teams to improve customer value and strengthen partnerships. With ownership of key revenue retention metrics, you will help create scalable processes that support sustainable growth. This is an ideal opportunity for an experienced SaaS leader who thrives in building high-performing teams and delivering measurable customer success.

The Director of Account Management will oversee customer retention, expansion, and account growth strategies across a diverse customer portfolio, including SMB, mid-market, and enterprise accounts. This role requires strong leadership, revenue ownership, and the ability to build scalable account management practices that improve customer outcomes and business performance.

• Lead, coach, and develop Account Management and Key Account Management teams to achieve renewal, retention, and expansion objectives.
• Establish a customer-centric culture focused on long-term partnerships, customer satisfaction, and revenue growth.
• Own account portfolio performance, including renewal rates, churn prevention, upsell opportunities, and cross-sell strategies.
• Develop and execute strategic account plans that strengthen customer relationships and maximize customer lifetime value.
• Maintain accountability for Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion targets.
• Build and improve forecasting processes to provide accurate visibility into renewals, churn risks, growth opportunities, and revenue performance.
• Conduct regular portfolio reviews to evaluate account health, identify risks, and ensure proactive customer engagement.
• Establish operating rhythms around account planning, customer health monitoring, renewal preparation, and risk mitigation.
• Partner with sales, product, customer support, and other internal teams to align customer strategies and improve the overall customer experience.
• Analyze customer data, feedback, and market trends to identify improvement opportunities and inform business decisions.
• Build scalable processes, reporting frameworks, and systems that improve account management efficiency and operational excellence.
• Develop executive-level relationships with strategic customers and act as an escalation point for high-value accounts.
• Monitor industry trends and competitive developments to identify opportunities for customer growth and business improvement.

Requirements

The ideal candidate is an experienced SaaS account management leader with a proven ability to manage complex customer portfolios, build strong teams, and drive predictable retention and expansion outcomes. You should combine strategic thinking, analytical skills, and strong communication abilities to lead customer-focused initiatives in a dynamic environment.

• Bachelor's degree in Business, Marketing, or a related field required; MBA is a plus.
• 5+ years of experience in a similar account management leadership role, including at least 3 years managing teams within a SaaS environment.
• Proven success leading high-performing account management teams and developing scalable customer success strategies.
• Strong understanding of SaaS customer lifecycle management and revenue metrics, including NRR, CAC, and LTV.
• Demonstrated experience managing renewals, retention strategies, upselling, and cross-selling within complex customer portfolios.
• Experience forecasting revenue, managing renewal pipelines, and delivering predictable business results.
• Strong analytical skills with the ability to interpret customer data, trends, and performance metrics.
• Excellent communication, negotiation, and relationship-building skills with both customers and internal stakeholders.
• Ability to develop executive-level relationships and manage strategic customer partnerships.
• Experience using CRM systems, customer success platforms, and reporting tools to manage accounts and forecast performance.
• Strong organizational skills with the ability to manage multiple priorities, risks, and opportunities simultaneously.
• Experience in food safety, compliance, or related industries is preferred.

Benefits

• Competitive compensation package with anticipated on-target earnings up to $210,000.
• Eligibility to participate in the company equity program.
• Full healthcare benefits, including medical, dental, and vision coverage.
• Supplemental benefits including short-term disability, long-term disability, HSA, and 401(k).
• Responsible Time Off (PTO) and holiday pay.
• Remote work flexibility.
• Opportunity to lead impactful initiatives within a growing technology organization.
• Strong company culture focused on collaboration, innovation, and professional growth.
• Career development opportunities and the chance to build scalable customer success programs.