Position Overview

The Director, Account Management is responsible for leading Choice Digital's Account Management organization and ensuring the successful delivery of client outcomes across our portfolio of enterprise clients.

In this role, you'll provide day-to-day leadership for the Account Management team while partnering closely with Sales, Product, Payment Operations, Customer Support, and Executive Leadership to ensure our clients achieve their business objectives. You'll lead strategic account planning, support executive-level client relationships, manage escalations, and build scalable processes that deliver an exceptional client experience.

This is a hands-on leadership role for someone who enjoys coaching teams, solving complex client challenges, and driving operational excellence in a fast-growing fintech environment.

This is a full-time, in-office position.

Key Responsibilities

Team Leadership

• Lead, coach, and develop the Account Management team, providing day-to-day direction and leadership.
• Establish performance expectations, development plans, and accountability across the team.
• Conduct regular account reviews, one-on-ones, and performance discussions.
• Support hiring, onboarding, and career development of Account Managers.
• Foster a culture centered around client advocacy, ownership, and operational excellence.

Client Success & Strategic Account Management

• Partner with Account Managers to develop strategic account plans for key clients.
• Monitor overall client health and proactively identify risks, opportunities, and engagement strategies.
• Support client retention, renewals, and expansion opportunities in partnership with Client Development.
• Participate in executive client meetings, Quarterly Business Reviews (QBRs), and strategic planning sessions.
• Serve as an executive sponsor for select strategic client relationships.

Escalation & Cross-Functional Leadership

• Serve as the senior escalation point for complex client issues.
• Coordinate cross-functional efforts across Product, Payment Operations, Customer Support, FInance, and Compliance to resolve client challenges.
• Advocate for client priorities while balancing operational and business objectives.
• Ensure Account Management remains informed of product updates, operational changes, and strategic company initiatives.

Operational Excellence

• Develop and improve Account Management processes, playbooks, and best practices.
• Monitor client health metrics, operational KPIs, and team performance.
• Drive consistency across account planning, QBRs, executive communications, and client engagement.
• Identify opportunities to improve scalability, efficiency, and overall client experience.

What We're Looking For

Required:

• 7+ years of experience in Account Management, Customer Success, Client Services, or related client-facing roles.
• 3+ years of people leadership experience managing client-facing teams.
• Experience working with enterprise clients in SaaS, Fintech, Payments, Utilities, or technology-enabled services
• Proven ability to lead executive-level client relationships and manage complex escalations
• Strong leadership, communication, and organizational skills.
• Experience partnering cross-functionally across Product, Operations, Support, and Sales organizations.
• Demonstrated ability to build scalable client success processes and develop high-performing teams.
• Strong strategic thinking, problem-solving, and decision-making skills.

Preferred:

• Bachelor's degree in Business, Communications, Marketing, or a related field, or equivalent professional experience.
• Experience leading enterprise Account Management or Customer Success organizations.
• Experience supporting payment, financial technology, or regulated industries.
• Experience building client health programs, QBR frameworks, and strategic account planning processes.

What we Offer

• Competitive annual compensation range of $130,000 to $160,000
• Annual bonus linked to company success and your personal performance
• Equity offerings through stock options
• 401(k) retirement savings match (up to 4%)
• Flexible PTO policy
• Company paid holidays
• Medical, Dental, Vision, and Life Insurance

In compliance with Colorado state law, pay for this position is anticipated to be between $130,000 and $160,000. Actual offers will be based on the applicant's skills, experience, and education.

While the anticipated deadline is anticipated to be September 7th, 2026, you are encouraged to submit your application as we may still consider qualified candidates beyond this date.

Candidate profiles and resources from recruiting agencies and vendors are not being considered for this role. Please do not solicit Choice Digital with requests for business.