1-2+ years of direct people-management experience in retention or revenue-focused roles.
Background in account management or customer success with hands-on relationship management.
Experience with a successful account management program, able to articulate its effectiveness.
Proven coaching skills with a history of improving team performance.
Ability to thrive in an early-stage environment where processes are developed from scratch.
Demonstrates high ownership, agency, and a low-ego approach.
Must be based in or willing to relocate to New York for onsite work.
Responsibilities
Manage, coach, and develop a team of account managers focused on retention and expansion.
Build and refine the account management playbook, including segmentation and escalation paths.
Set and monitor team targets for retention and expansion revenue, reporting results to leadership.
Collaborate with customer experience and go-to-market teams to ensure a seamless post-sales process.
Recruit and onboard new account managers as the team scales.
Introduce best practices from outside to enhance the maturity of the account management function.
Benefits
Opportunity to shape the account management structure from the ground up.
Direct partnership with company founders and leadership.
Clear career progression path to Head of Account Management as the customer base grows.
Work in a dynamic startup environment with a small, agile team.
Engagement in a role that significantly impacts customer retention and expansion.
Full Job Description
Location: New York, NY
Work Model: Onsite, 5 days per week
Industry: Payroll and back-office software (B2B SaaS / fintech)
Compensation: $160K-$240K OTE The Opportunity
This is a people-leadership role, not an individual contributor seat. You will take over an account management team of three and own how it works: the playbooks, the coaching cadence, the standards for retention and expansion, and the reporting that tells the leadership team what is really happening in the book. Today the wider customer organization has managers for customer experience and activations; account management is the layer that has never had one.
You will report to the Head of Customer Success and partner directly with the founders. The team is small enough that your structure becomes the company standard, and the roadmap for the role is explicit: as the customer base scales over the next year, this seat is the path to Head of Account Management. Responsibilities
Manage, coach and develop a team of account managers responsible for retention and expansion across a startup and small-business book
Build the account management playbook: segmentation, cadence, business reviews, escalation paths, and the definition of a healthy account
Set and track team targets for gross retention and expansion revenue, and report results to the leadership team
Partner with customer experience, activations and the go-to-market team to keep the post-sales motion coherent end to end
Hire and onboard additional account managers as the team grows
Bring outside best practice into a young organization that has not yet seen an account management team mature
Requirements
1-2+ years of direct people-management experience leading a team that carries retention, expansion or revenue targets
Background in account management, customer success or customer support, with hands-on experience owning customer relationships before moving into leadership
Experience inside an account management program you can describe in detail, including what made it work
Strong coaching skills and a track record of raising the performance of the people you manage
Comfortable operating in an early-stage environment where process is written rather than inherited
High ownership, high agency and low ego
Based in or relocating to New York and able to work onsite five days a week
