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 United States.

This leadership role is responsible for driving post-sale revenue performance across a large, complex customer portfolio in the restaurant technology space. You will oversee renewal, retention, expansion, and reactivation strategies, ensuring customers consistently realize value from a rapidly evolving product suite. Acting as both a strategic operator and team leader, you will shape the structure, playbooks, and operating cadence of a modern Account Management function. The role requires close collaboration with Sales, Product, Marketing, Finance, and Support teams to align on customer lifecycle ownership and revenue outcomes. You will lead a distributed team of managers and individual contributors, guiding performance across thousands of restaurant partners. This is a high-impact opportunity for a leader who can combine commercial rigor with a customer-first, hospitality-driven mindset.

• Own gross and net revenue retention across a large restaurant customer base, building a predictable and scalable renewal and expansion engine.
• Lead, coach, and develop a team of managers and individual contributors responsible for account management and customer success.
• Design and execute renewal strategies across annual and monthly contract models, including negotiations, engagement, and downgrade prevention.
• Build and operationalize cross-sell and upsell motions aligned with product offerings, including enablement, qualification frameworks, and playbooks.
• Develop account health scoring systems and early warning indicators to proactively reduce churn and identify at-risk customers.
• Drive product adoption and value realization in partnership with Product, Marketing, and Lifecycle teams.
• Establish forecasting discipline for renewals, churn, and expansion, ensuring accurate revenue predictability for leadership planning.
• Identify systemic drivers of churn and lead cross-functional initiatives to improve retention, onboarding, and customer experience.
• Partner with Sales, Finance, Billing, and Product teams to align lifecycle ownership and revenue strategy across the organization.
• Deliver a comprehensive Account Management strategy covering retention, expansion, and adoption targets with clear operational execution plans.

Requirements:

• 8+ years of experience in Account Management, Customer Success, or post-sale revenue roles, including 4+ years in leadership roles managing teams.
• Proven ownership of net revenue retention (NRR) and gross revenue retention (GRR) in a SaaS or subscription-based business.
• Experience managing complex renewal motions across both annual and monthly contract structures.
• Demonstrated success building retention frameworks, account health scoring systems, and churn reduction strategies.
• Strong forecasting skills with the ability to build accurate, repeatable revenue models.
• Experience driving product adoption and expansion revenue through cross-sell and upsell programs.
• Strong data fluency with retention and growth metrics such as churn, NRR, GRR, and expansion ARR.
• Excellent cross-functional leadership skills across Sales, Product, Marketing, Finance, and Operations teams.
• Strong executive presence with experience presenting strategies and performance to senior leadership.
• Customer-first mindset combined with strong commercial discipline and revenue accountability.
• Experience in SaaS, subscription, or restaurant/food tech industries strongly preferred.
• Proficiency with CRM and customer success tools such as Salesforce and Gainsight or similar platforms.

Benefits:

• Competitive base salary range of $160,000–$231,000 plus performance-based bonus eligibility
• Unlimited paid time off and strong work-life balance support
• Comprehensive medical, dental, and vision insurance coverage
• Mental health and wellness support programs
• 401(k) retirement plan with employer matching
• Equity participation through employee stock incentive plan
• Paid parental leave and family bonding benefits
• Tuition reimbursement and student loan assistance programs
• Remote-first work environment with flexibility
• Strong culture of inclusion, recognition, and employee development