This is where you and your skills come in. We're currently looking for: A strategic, high-energy Director of Account Management & Customer Success. This role is a critical leadership role responsible for our Global Service Provider end customer's entire post-sale customer journey. You will own the revenue metrics for our existing customer base (renewals and upsells), drive product adoption, manage complex escalations, and oversee our offshore Customer Success call center. Additionally, you will lead the modernization of our CS function by identifying and executing opportunities to leverage AI to improve team productivity, scale customer insights, and optimize support workflows.
Job Responsibilities:Revenue Ownership (Renewals & Upsells)- Own and exceed targets for Churn and Downsell as well as Upsell.
- Design and execute strategies to identify cross-sell and upsell opportunities within the existing customer base.
- Manage the end-to-end renewal pipeline, forecasting accurately and intervening on high-risk accounts.
- Partner closely with our Global Service Providers Sales teams to align, execute, and manage expansion and recontracting strategies.
Team Leadership & Performance Management- Develop, track, and enforce comprehensive Key Performance Indicators (KPIs) and service level agreements (SLAs) across all customer-facing teams.
- Design and implement Management by Objectives (MBO) plans and commission structures for onshore CSMs and Account Managers to tie individual performance directly to revenue and retention goals.
- Recruit, mentor, and develop a high-performing, unified global team of onshore AMs/CSMs and offshore support agents.
AI Innovation & Operational Efficiency- Proactively identify opportunities to integrate AI tools and automation into the CS and Account Management workflows.
- Implement AI-driven solutions within the offshore call center to improve agent efficiency.
- Leverage AI analytics to uncover deep product adoption trends, health scores, and actionable customer insights at scale.
Customer Adoption & Escalation Management- Develop playbooks to drive user engagement, time-to-value, and deep product adoption.
- Serve as the senior executive point of contact for critical customer escalations, ensuring swift resolution and restoring customer trust.
- Monitor customer health scores and proactively design intervention programs for at-risk accounts.
Offshore Call Center & Team Leadership- Directly manage, scale, and optimize our offshore Customer Success call center / BPO operations.
- Define, track, and enforce key performance indicators (KPIs) and service level agreements (SLAs) for the offshore team.
- Implement robust Quality Assurance (QA) and training programs to ensure the offshore team delivers a seamless, on-brand customer experience.
- Foster a unified culture between onshore Account Managers and offshore support agents.
- Recruit, mentor, and develop a high-performing team of CSMs and Account Managers.
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.
Travel required including travel to the Philippines. 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 $198,450 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 8/31/2026. Please apply prior to the deadline to be considered for the role.
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