This is where you and your skills come in. We're currently looking for: A strategic, high-energy Director of Account Management to lead and scale our account management function. This isn't just about maintaining the status quo; it's about driving world-class service on behalf of our partners.
You will be the bridge between our internal strategy and our external partners. Your mission is to ensure our team meets their retention targets, and identify growth opportunities within the existing customer base.
Job Responsibilities:- Team Management & Performance: You'll manage KPIs including Churn, CSAT, and response SLAs.
- Strategy & Playbook Development: Design and implement the "gold standard" for account management workflows. You'll create the scripts, email cadences, and escalation paths the outsourced team will use.
- Quality Assurance & Coaching: Conduct regular business reviews and "deep dives" into account health. You'll provide direct feedback to partner team leads to ensure the quality of communication meets our brand standards.
- Growth & Expansion: Oversee the identification of upsell and cross-sell opportunities and ensure a seamless handoff to internal teams when necessary.
- Data Analysis: Monitor account health reporting to predict churn risks and turn data into actionable insights
To succeed in this role you must have experience in:- The Experience: 8+ years in Account Management or Customer Success, with at least 2-5 years in a leadership role.
- The Mindset: You are a "systems thinker." You enjoy building processes that allow others to succeed at scale.
- Communication Skills: You can influence people and you're a pro at delivering firm but constructive feedback.
- Analytical Rigor: You're comfortable in Salesforce (or similar CRM) and Excel, using data to tell a story and justify resource allocation.
Core Competencies:- Operational Excellence: you need to manage complex workflows across different time zones and cultures.
- Strategic Foresight: You don't just fix today's fires; you build the fireproofing for tomorrow
- Adaptability: Our environment moves fast- you need to pivot without losing momentum.
What we offer- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave and new parent gift boxes
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Free legal services that provide legal advice, document creation and estate planning
- Employee bonus referral program
- Student loan refinancing assistance
- Employee perks and discounts program
If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $180,950 and $283,500 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
This role has an application deadline of 7/6/2026. Please apply prior to the deadline to be considered for the role.
