Director of Account Management

Own retention for an enterprise book of global security organizations, and build the team that scales with it. Reports to: CEO Team: Account managers, activation specialists Primary metric: Gross revenue retention Travel: Required Living Security is the AI-native Human Risk Management company. Security teams have spent two decades training people and still can't answer the question their boards ask: which humans are creating risk right now, and is it going down? We answer it. Our platform reads signal from across a customer's security stack, finds the people and behaviors driving real risk, and drives targeted intervention against the risk that actually matters. Our customers are enterprise security organizations, most led by a CISO, many with six-figure employee populations across dozens of countries. And the workforce itself is changing. Humans and AI agents now work side by side in the same systems and the same workflows, which makes the risk surface both. We're expanding from human risk to workforce risk: understanding and reducing risk across a hybrid workforce of people and agents. It's the most interesting problem in security right now, and our customers are asking us to solve it. Why we're hiring this role We take customer experience seriously enough to make it a core value: customer success obsessed. This role exists to scale a team of experts who deliver repeatable, measurable value to every customer — and to build the process that makes it repeatable rather than heroic. Activation is the retention event. Customers moving to our next-generation platform either get live and see value, or they reach renewal with a year of nothing to point at. The team has outgrown its structure. Account managers are carrying full enterprise books alongside migrations, with process that lives in people's heads rather than in a system. This is a build, not a maintain. You'll shape the function — its process, its people, its tech — while it's still small enough to design deliberately. What you'll own Gross revenue retention against plan — the number this role is hired for Activation and onboarding: time to first value, and accounts getting live on schedule The customer experience across the lifecycle — adoption, executive sponsorship, escalation response Renewal forecast accuracy, and the at‑risk saves behind it Team capacity: hiring, ramp, and book coverage as the business scales What you'll do Build the process. Define the post-sales motion end to end — kickoff, onboarding, activation, adoption, QBR cadence, health scoring, risk triage, renewal play — and make it repeatable enough that a new AM can run it in week three. Recruit, train and ramp. Own the hiring bar for account managers and activation specialists, and get them productive fast. Call the forecast. Run risk reviews early enough that saves are possible, and bring at‑risk accounts to leadership with a plan rather than a warning. Carry executive relationships. Build sponsorship at the CISO level across the top of the book, in person. Own escalations. Be the single point of accountability when something goes wrong, and fix the process that let it happen. Partner across the company. Sales on expansion and handoff quality, Product and Engineering on migrations, Support on escalations. What you bring 7+ years in post-sales — account management, customer success or renewals — with 3+ years leading a team Experience scaling a post-sales function in the $15M–$50M ARR range GRR or net retention owned as a personal number on an enterprise book, and hit Process built from scratch: playbooks, health scoring, renewal forecasting, escalation paths Account managers hired, ramped and managed Executive presence with enterprise customers — comfortable owning a room with a CISO or an unhappy sponsor Fluency with the systems the job runs on, and a habit of working from data rather than anecdote Helpful but not required: security, GRC or B2B SaaS where the buyer is a security leader; carrying customers through a platform migration; building an activation function alongside account management. How we work AI-first isn't a preference here, it's the operating model. If you're doing something manually and you can describe it, AI can probably do most of it — and we expect you to start there, for yourself and for your team. Customer Success Obsessed Every initiative traces to a customer outcome. Play to Win Targets are floors, not ceilings. AI First, Always Start there on every initiative, and build the habit in your team. High Agency Spot the gap, name it, fix it. Climb Together Solo wins are smaller than shared ones. The details Reports directly to the CEO, with a seat in the leadership meeting A path into VP of Customer Success as the function scales Travel required — onsite QBRs, kickoffs, escalations and executive reviews, plus company and industry events Living Security is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. #J-18808-Ljbffr