Director of Account Management

Director of Account Management

Help Businesses Thrive Through Trust & Connection

At Better Business Bureau Great West + Pacific, we believe trust is the foundation of every successful business relationship. We help over 22,000 Accredited Businesses grow with confidence across Alaska, Colorado, Hawaii, Idaho, Montana, Oregon, Washington, and parts of Wyoming — providing support, credibility, and meaningful connections within their communities.

We're looking for an experienced, transformation-minded leader to take the helm of our Account Management division, overseeing Customer Success and Collections, and shape what comes next. If you're energized by building intelligence-driven retention engines, designing customer journeys that drive real outcomes, developing managers into stronger leaders, and using AI and automation to scale impact without losing human touch, we'd love to meet you.

What You'll Be Doing

As Director of Account Management, you'll lead two managers and a combined team of approximately twenty across Customer Success and Collections. You'll be both architect and operator — setting strategy for how we engage, retain, and grow our Accredited Business relationships, and rolling up your sleeves to make it happen.

This is a hands-on leadership role inheriting a team mid-transformation. You'll have real latitude to shape the future state — including how we leverage HubSpot, AI agents, and automation to deliver a stronger, more proactive, and more scalable Accredited Business experience.

• Design and evolve dynamic customer journeys that drive engagement, retention, and revenue across the Accredited Business lifecycle — onboarding, renewal, recovery, and reinstatement
• Build behavior-triggered playbooks and customer health scoring that surface risk and opportunity early — 60 to 90 days before renewal, not 30
• Lead, coach, and develop the Customer Success Manager and Billing Manager — growing them into stronger leaders capable of producing results through their teams
• Own the intelligence infrastructure that connects Account Management activity to financial outcomes: retention by tenure, renewal revenue, AB churn, net AB growth, and the metrics that aren't being measured yet but should be
• Drive the team's transition to HubSpot and the adoption of AI and automation tools that scale customer experience and team capacity
• Partner with our Business Intelligence and AI teams as a co-creator of internal agent infrastructure
• Design tiered engagement models (white-glove, hybrid, tech-touch) that scale capacity without sacrificing the relationship
• Build customer advocacy programs that turn Accredited Businesses into champions through case studies, testimonials, and community
• Partner cross-functionally with Business Development, Marketing Solutions, Trust Advocates, Standards, Resolutions, and Business Intelligence to align the end-to-end Accredited Business experience
• Handle escalations and high-impact customer conversations when needed
• Build scalable processes, training, and team structure as we grow
• Foster a culture of accountability, curiosity, and continuous improvement

What We're Looking For

• A tenured leader with seven or more years of progressive experience in customer success, account management, or customer operations, with at least three years at the director level
• Demonstrated success driving retention outcomes, reducing churn, and generating revenue through service delivery — with measurable, specific results you can point to
• Experience leading through managers — growing leaders, not just managing individual contributors
• Hands-on experience designing customer journeys, building behavior-triggered playbooks, and developing customer health scoring or equivalent early-warning frameworks
• Demonstrated experience leveraging AI and automation to scale customer success — predictive analytics, AI-powered communication tools, automated workflows, and the like
• Familiarity with customer success platforms and CRM platforms (HubSpot strongly preferred)
• Experience operationalizing tiered engagement models that balance personalized service with technology-enabled scale
• Strong analytical mindset with a bias toward data-informed decision-making
• Genuine intellectual curiosity about how AI, automation, and data science will reshape account management over the next 3–5 years
• Excellent communication and executive presence, comfortable presenting to senior leadership, engaging with high-value clients, and inspiring teams
• Change leadership experience: a track record of transforming reactive teams into proactive, data-driven ones, and of positioning new tools as capability multipliers rather than job threats
• Industry-agnostic; skills, outcomes, and the ability to translate experience to our environment outweigh background in any specific sector
• A leadership style that balances strategic thinking with execution, equally comfortable in the boardroom and in a 1:1 coaching conversation

Why You'll Love Working at BBB

• Mission-driven organization focused on trust and community impact
• Supportive, collaborative, and people-first environment
• Medical, Dental, and Vision insurance options
• 100% employer-paid life and long-term disability insurance
• 401(k) with company match
• Paid holidays, PTO, and your birthday off with pay
• Professional development and growth opportunities
• Flexibility to work remotely while engaging with the broader BBB community

At BBB, we embrace diversity and strive to create an inclusive environment that allows all team members to thrive. We foster a culture in which our differences are celebrated; our differences are what makes us a Better Business! We are proud to be an Equal Employment Opportunity. We will not discriminate based on race, color, gender, gender identity, religion, sexual orientation, national origin, age, marital status, disability status, citizenship status, veteran status, or any other characteristic prohibited by Local, State, or Federal law. Discrimination, retaliation, or harassment based upon any of these factors is inconsistent with our core values and will not be tolerated.