Director of Account Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Account Management based in United States.

This is a strategic leadership opportunity for an experienced customer-facing professional passionate about building high-performing teams and scaling customer organizations. In this role, you will lead the evolution of account management practices across a growing customer base, driving retention, expansion, and customer satisfaction. You will work closely with cross-functional leaders to develop proactive service models, improve operational efficiency, and strengthen executive-level customer relationships. The position combines people leadership, process optimization, and strategic planning within a fast-paced and innovative environment. Ideal candidates bring a strong balance of customer-centric thinking, operational excellence, and hands-on execution. This role offers the chance to make a significant impact on business growth while shaping the future of a rapidly scaling organization.

• Lead, mentor, and develop a team of Account Managers, fostering a culture of accountability, customer advocacy, and continuous improvement.
• Define and enhance customer engagement strategies, service models, and value delivery frameworks to support long-term customer success.
• Design and implement scalable processes, workflows, and customer programs that improve operational efficiency, retention, and growth outcomes.
• Build and optimize systems, tools, and data-driven processes that enable teams to support an expanding customer portfolio effectively.
• Act as a senior escalation point for complex customer issues, collaborating with internal stakeholders to drive resolutions and improve customer experiences.
• Establish coaching and performance management frameworks that support employee development and measurable business results.
• Partner with Sales and Customer Success teams on strategic customer opportunities, executive relationship management, and seamless customer lifecycle transitions.
• Collaborate across departments to align customer strategies with business objectives and support sustainable organizational growth.

Requirements

• 7+ years of experience in Account Management, Customer Success, Consulting, Implementation, or a related customer-facing leadership role.
• Proven experience leading, coaching, and developing high-performing customer-facing teams.
• Strong operational and analytical capabilities, with a track record of building scalable programs, processes, and systems.
• Demonstrated success managing executive-level customer relationships and navigating complex customer challenges.
• Excellent communication, presentation, and stakeholder management skills with the ability to influence across all organizational levels.
• Experience balancing strategic initiatives with hands-on execution in fast-moving and evolving environments.
• Proficiency with CRM platforms, customer success tools, and data-driven decision-making methodologies.
• Ability to collaborate effectively across Sales, Product, Operations, and Leadership teams.
• Experience within employee benefits, health insurance, HR technology, fintech, payroll, or other complex B2B/B2B2C industries is highly valued.
• Familiarity with customer lifecycle management, renewal strategies, customer health frameworks, and expansion programs is preferred.

Benefits

• Fully remote work environment within the United States.
• Opportunity to play a key leadership role within a rapidly growing and innovative company.
• Collaborative and high-impact culture focused on customer success and continuous improvement.
• Exposure to executive leadership and strategic business initiatives.
• Professional growth opportunities through team leadership and organizational development.
• Dynamic and entrepreneurial environment with significant ownership and influence.
• Competitive compensation package aligned with experience and qualifications.
• Opportunity to help shape scalable customer operations and long-term business growth.