Director of Account Management

About the role We are looking for a Director of Account Management to run that function as a measured discipline rather than as reactive support. You will lead a small team, own client health as something visible and reported rather than anecdotal, and make sure your team resolves what it can without using scarce engineering capacity. This is a management role first. The person in it should be handling escalations and developing the team, not personally holding a queue of client requests. What you will own • The team. Three to four account managers: workload distribution, coaching, one-to-ones, and performance. • The client health dashboard. Open items by account weighted by revenue, aging, escalations, and satisfaction, reported monthly to the executive team. You will build or materially shape this. • The commercial weighting of the backlog, working with the Technical Product Manager. You supply what the client needs and what it is worth; they sequence delivery. • Request quality at source. Your team is accountable for the completeness of what it submits. Incomplete requests are returned rather than passed on. • Client self-service. A meaningful share of incoming requests need no developer at all. Growing that share through tooling and training is one of your highest-leverage areas. • Proactive client communication, including declines, delays, and revised timelines, delivered before the client has to ask. Experience required • Five or more years in account management or customer success in B2B SaaS, including at least two years managing a team. • A data-driven approach you can evidence. You have built or owned a client health, retention, or support dashboard, and can explain which metrics you chose and why. This is the capability we look at most closely. • Process design experience: you have created or improved an escalation, onboarding, or support workflow, and can describe what changed as a result. • A track record of delegation, including how you distributed work and set standards for a team. • Enough technical literacy to triage: you can tell a configuration request from a defect from a feature request. • Extensive experience with Zoho Desk or a comparable platform to track, drive throughput, etc.; required is ability to configure rather than only use. Nice to have • Education technology, or selling to institutions with procurement cycles and compliance obligations. • Experience standing up self-service or client portal capability. What success looks like • At 3 months: every account has a health score you review monthly, and you hold very few requests personally. • At 6 months: your team resolves the large majority of account-serviceable requests without a developer, and nothing sits with an account manager for more than two weeks without activity. • At 12 months: measurable improvement in client satisfaction and fewer escalations across the largest accounts. Interview process Expect a dashboard design exercise, a live triage exercise using real anonymized client requests, a discussion of a time your queue became unmanageable and what you did, and a role-play of a difficult client conversation.