Director of Account Management

Workable remote: True Workable locations: New York, New York, United States. San Francisco, California, United StatesFull-TimeDirector

Salary145,000 - 160,000 USD per year

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Job Details

Experience: 8+ years of B2B SaaS account management or customer success experience, 3+ years leading and developing high-performing, client-facing CS or AM teams
Required Skills: LeadershipData AnalysisAccount ManagementCustomer Success

Requirements

8+ years of B2B SaaS account management or customer success experience, with a strong track record managing large, complex enterprise relationships across multi-threaded stakeholder environments and matrixed buying organizations
Deep familiarity with the corporate social responsibility (CSR), ESG, or employee engagement landscape, including an understanding of how Fortune 500 and large customer organizations structure, fund, and prioritize their social impact programs
Experience working with or selling into CSR, HR, or Sustainability leaders is strongly preferred
3+ years leading and developing high-performing, client-facing CS or AM teams with a clear track record of building culture, driving accountability, and scaling team performance
Executive presence and superior communication skills, with a proven ability to navigate high-stakes client situations, executive escalations, and strategic negotiations at the C-suite and VP level
Demonstrated success growing enterprise accounts through expansion, cross-sell, and net-new departmental engagement with a strong command of NRR, retention metrics, and contract value growth
Strong, proven partnership with Sales working in lockstep on renewal strategy, expansion pipeline, and handoffs that protect and accelerate revenue
Highly data-driven, able to interpret performance metrics, build reporting frameworks, surface risk indicators early, and translate insights into clear action plans for the team
Strong internal influence skills, able to represent the voice of the customer cross-functionally with Product, Marketing, and Operations to drive meaningful improvements
Sharp problem-solver who can break down ambiguity into scalable processes and actionable team playbooks
Passion for our mission and a genuine belief that technology can be a force for meaningful social impact

Responsibilities

Own the performance and development of the Customer Success team, setting clear expectations, conducting regular coaching and performance reviews, and building long-term capability across the team
Define and own key CS/AM metrics, including NRR, retention, utilization, and renewal rates, establishing targets, tracking performance, and holding the team accountable to outcomes
Report directly to senior leadership on team performance, account health, pipeline risk, and strategic priorities, bringing clear visibility and proactive recommendations to every conversation
Lead the development and continuous improvement of CS playbooks, account management methodologies, and operational frameworks that drive consistency, execution quality, and scalability across the team
Guide and coach CSMs through complex enterprise accounts, helping the team navigate multi-threaded stakeholder environments, high-stakes renewals, escalations, and strategic negotiations
Oversee strategic account management across the enterprise portfolio, applying a strong understanding of CSR priorities and corporate partner goals to drive growth, renewal success, and maximum utilization
Drive customer retention and expansion through proactive account strategy, executive-level engagement, and tight cross-functional alignment
Serve as a strategic liaison between Customer Success and Sales, Product, Marketing, Supply, Content, and Operations, ensuring the voice of the customer shapes internal decisions and priorities
Develop reporting infrastructure and operational visibility tools that improve forecasting accuracy, account governance, and leadership decision-making

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