Director, Account Management

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Account Management in the United States.

This leadership role owns the post-sale revenue engine for a large-scale restaurant technology platform, overseeing retention, renewal, and expansion across a portfolio of thousands of restaurant customers. You will shape and scale a modern Account Management organization, ensuring customers adopt products effectively, realize value quickly, and remain long-term partners. The role blends strategic leadership, operational rigor, and cross-functional influence across Sales, Product, Marketing, Finance, and Operations. You will design the systems, playbooks, and operating cadence that drive predictable net revenue retention and expansion. Acting as a change agent, you will guide a team through transformation while improving customer experience and commercial outcomes. This is a high-impact opportunity to directly influence revenue growth, customer success, and organizational scalability in a fast-evolving SaaS environment.

You will lead the end-to-end Account Management function, owning retention, renewal, and expansion strategy while building a scalable operating model that ensures predictable revenue outcomes and strong customer value realization.

• Own gross and net revenue retention across the customer base, building a predictable and scalable renewal and expansion engine
• Lead and develop a team of managers and individual contributors, setting structure, coaching frameworks, and performance standards
• Design and execute renewal motions for both annual and monthly customers, including negotiation, engagement, and churn prevention strategies
• Build cross-sell and upsell programs aligned with product offerings, including playbooks, qualification criteria, and enablement materials
• Establish account health scoring and early warning systems to proactively identify churn and drive retention actions
• Partner with Product, Marketing, Sales, Finance, and Operations to improve adoption, lifecycle management, and revenue alignment
• Develop forecasting processes for renewals, churn, and expansion with high accuracy and executive visibility
• Analyze churn drivers and present actionable insights with cross-functional remediation plans
• Drive product adoption and value realization initiatives in collaboration with internal stakeholders
• Deliver a comprehensive account strategy that includes NRR, GRR, churn reduction, and expansion targets

Requirements

The ideal candidate is an experienced post-sales leader with a strong background in SaaS account management, retention strategy, and team leadership. You bring both strategic vision and hands-on execution capability in high-growth, customer-centric environments.

• 8+ years of experience in Account Management, Customer Success, or post-sale revenue roles
• 4+ years of leadership experience, including managing teams and ideally managers
• Proven ownership of net revenue retention (NRR) and gross revenue retention (GRR) metrics
• Experience running complex renewal motions across annual and monthly subscription models
• Strong track record in building retention systems, account health scoring, and churn mitigation strategies
• Demonstrated ability to drive expansion through cross-sell and upsell programs
• Strong data literacy and ability to translate retention metrics into business actions
• Experience collaborating cross-functionally with Sales, Product, Marketing, Finance, and Operations
• Excellent executive communication and presentation skills
• Strong forecasting discipline and ability to deliver accurate revenue predictions
• Experience in SaaS or subscription-based businesses; restaurant or hospitality tech experience is a plus
• Proficiency with tools such as Salesforce and customer success platforms (e.g., Gainsight, ChurnZero, Catalyst)

Benefits

• Competitive base salary ($160,000 – $231,000 depending on experience and location)
• Performance-based bonus eligibility
• Equity participation through employee stock incentive plan
• Unlimited PTO and flexible remote-first work environment
• Comprehensive medical, dental, and vision insurance
• Mental health and wellness support programs
• 401(k) with company matching
• Paid parental leave (including extended bonding and pregnancy leave)
• Learning and development support, tuition reimbursement, and training opportunities
• Pet insurance and additional lifestyle benefits
• Strong focus on inclusion, transparency, and employee experience