Role: Director of Account Management

FLSA: Full Time | Exempt | Salaried | Remote (US)

Reports to: Chief Customer Officer

Scope of Position: As the Director of Account Management, you will be responsible for the retention, growth, and overall satisfaction of Trustwell's customer portfolio across SMB, Mid-Market, and Enterprise Accounts. This role leads both the Account Management team, responsible for renewals and expansion opportunities, and the Key Account Management team, responsible for developing executive-level relationships and driving renewal, upsell, and cross-sell strategies within Trustwell's most strategic customers. You will play a critical role in building strong client partnerships, maximizing customer value, and driving revenue growth through customer retention and expansion. This position offers an exciting opportunity to lead high-performing teams and contribute directly to the growth and success of Trustwell. This role carries accountability for achieving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion targets through strong teamleadership, disciplined portfolio management, accurate forecasting, and operational excellence.

Essential Duties & Responsibilities including but limited to:

• Lead, coach, and mentor the account management team to consistently achieve renewal and growth goals, while fostering a culture where customer retention and expansion are always top priorities.
• Work with the team to develop and implement strategic account plans to foster long-termpartnerships with key clients.
• Own renewal, retention, upsell, and cross-sell performance across the account portfolio, with accountability for achieving revenue retention and expansion targets.
• Lead and hold the account management team accountable for individual renewal and growth performance, while owning the overall team revenue goals.
• Own the accuracy of the renewal portfolio, ensuring all renewal opportunities, churn risks,
• expansion opportunities, and account plans are proactively identified, documented, and managed.
• Establish and maintain disciplined forecasting processes, providing accurate weekly, monthly, and quarterly projections for renewals, retention, churn, upsell, and cross-sell performance.
• Conduct regular portfolio reviews with Account Managers and Key Account Managers to assess renewal risk, validate forecasts, identify expansion opportunities, and ensure execution.
• Collaborate with cross-functional teams, including sales, product development, and customer support, to ensure a unified approach to customer success.
• Analyze customer data and feedback to identify areas for improvement and drive continuous enhancement of our products and services.
• Drive a mindset of accountability, continuous improvement, and customer-centric growth across the account management team.
• Establish a proactive operating cadence around account health, renewal forecasting, customer engagement, and risk mitigation to drive strong gross revenue retention (GRR) performance and minimize churn risk.
• Ensure customer engagement strategies and renewal planning activities are initiated well in advance of contract expiration dates to maximize retention and reduce revenue risk.
• Define and drive the net revenue retention (NRR) strategy through expansion planning, whitespace identification, customer success planning, and execution of upsell and cross-sell opportunities across the account portfolio.
• Drive operational excellence across the account management organization through consistent use of CRM, customer success platforms, account planning processes, and performance reporting.
• Establish executive-level relationships with stakeholders at strategic accounts and serve as a key escalation point for accounts.
• Monitor industry trends and competitive landscape to stay informed about market developments and opportunities.
• Other duties as assigned.

Required Skills/Abilities

• Proven experience in account management or a similar role, preferably in the food safety or related industry.
• Strong leadership skills with a track record of building and managing high-performing teams.
• Excellent communication and interpersonal skills to effectively engage with clients and internal stakeholders.
• Analytical mindset with the ability to interpret customer data and trends.
• Strategic thinking and the ability to develop and execute effective account management strategies.
• Strong understanding of SaaS customer lifecycle management and revenue metrics (e.g., NRR, CAC, LTV).
• Demonstrated success managing complex customer relationships and growing revenue in a fast-paced SaaS environment.
• Experience using CRM, customer success platforms, and data tools to manage accounts and forecast revenue.
• Exceptional organizational skills and attention to detail, with the ability to manage a complex portfolio of renewals, expansion opportunities, and customer risks.
• Proven ability to manage revenue forecasts and deliver predictable retention and expansion results through disciplined portfolio management.

Education/Experience

• Bachelor's degree in business, marketing, or a related field; required. MBA is a plus.
• 5+ years of experience in a similar role, with at least 3 years of managerial experience; in a SaaS Account Management role; required.

Supervisory Responsibilities

• Lead, manage, and oversee the day-to-day operations of the account management team.
• Build scalable systems and processes that support team effectiveness and operational excellence.

Total Rewards Package:

• Full healthcare benefits, including medical, dental, and vision.
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay
• Competitive Compensation + Bonus!
• Excellent culture, growth opportunities, plus much more...

What to expect - the Hiring Process!

• Interview with Human Resources
• Interview with Hiring Manager
• Peer Panel Interview
• Offer of Employment (Background Screening/References)

The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The pay range listed below is the anticipated base salary with anticipated on-target earnings (OTE) for this role is up to $210k. This position is eligible to participate in the Company's equity program.

The pay range for this role is:

140,000 - 150,000 USD per year (Remote, USA)