Director of Account Management

7+ years in B2B SaaS customer/account management. 3+ years leading AM or post-sale revenue teams at a high-growth startup. Proven success owning NRR, renewal, and expansion revenue targets. Experience building and scaling account management teams from early stages. Expertise operationalizing layer-cake, segmentation, and high/low-touch customer engagement models. Strong background in expansion + upsell motions, commercial negotiation, and value realization strategies. Data-driven mindset with ability to forecast accurately and build scalable processes. Exceptional cross-functional collaboration skills. Ability to thrive in a fast-paced, ambiguity-heavy, high-growth environment. Experience as an AM leader within a PLG environment (bonus).

Build, lead, and scale the Account Management function. Develop long-term AM strategy aligned with company goals. Design and implement layer-cake model and customer segmentation. Partner with CS, Sales, Product, RevOps, and Marketing. Own net revenue retention, expansion ARR, and account growth KPIs. Drive expansion and upsell programs. Build forecasting models and renewal processes. Establish account review cadences and QBR frameworks. Recruit, hire, and develop the AM team. Create scalable processes, playbooks, and enablement materials. Coach the team on account planning and negotiation. Refine compensation plans and territory alignment. Implement tooling, dashboards, and workflows. Design solutions to improve adoption, retention, and expansion.