Senior Director, Account Management (Fuel)

Meet Upside

We created Upside to help communities thrive! Our retail technology uses the sophistication of online retail—profit measurement, attribution, and incrementality—to provide users with more value on their everyday purchases and brick and mortar businesses with new, profitable customers. We’ve helped millions of users earn 2 to 3 times more cash back than any other product, and tens of thousands of brick and mortar businesses earn measurable profit. Billions of dollars in commerce run through the Upside platform every year, and that value goes directly back to our local retailers, the consumers they serve, and towards important sustainability initiatives.

Upside was named on Deloitte's 2021 & 2022 list of Fastest Growing 500 Tech Companies and #308 in Inc.’s America’s fastest growing private companies of 2022. Upside’s Series D funding round was led by General Catalyst with a $1.5 billion valuation in March 2022. Other notable investors include Bessemer Ventures and Formation8.

Our mission, values, and commitment to inclusivity guide our team of 400 people worldwide, and the quality of our culture is reflected in the impact we’ve had on communities nationwide. But don’t just take our word for it! In 2023, Upside was included as a Top Workplace in the USA, received six Best Places to Work awards from Built In, and was named a Top Workplace for Perks & Culture by The Muse.

Meet the Accounts team:

The Upside Accounts Team is made up of hardworking, data-driven collaborators with a diverse set of backgrounds and experiences! While we have all had different paths to account management, we share a love of helping our merchants grow. We may be spread across three cities, but we are a fun, hardworking team.

About the job:

Upside is growing and is in search of a hardworking and solution-focused Senior Director, Account Management for our Fuel Accounts team. In this role, you will develop a detailed knowledge of our business and product, design and present strategic plans to grow and strengthen accounts, maintain and strengthen client relationships, identify new business opportunities, and coordinate with internal partners to deliver on client expectations. This role collaborates with multiple departments, including product, marketing, and sales, to represent the voice of the customer.

What you'll do:

• Build and manage a team of Account Management professionals in a high-velocity environment
• Own and grow fuel dealer relationships, including monitoring and managing Account metrics (CSAT/NPS, Account Health, Churn, and Growth)
• Ensure the team has the tools and training to engage our fuel merchants, lead periodic account reviews with merchant partners, and interpret raw account data to build performance reports, case studies, and white papers
• Find innovative ways to engage fuel merchants digitally and in-person where applicable
• Train and mentor the team to nurture and grow relationships with owners and operators, proactively communicating internal changes and initiatives as well as handling inbound inquiries
• Influence product roadmap by acting as an advocate for your accounts
• Lead a world-class Account management team, encouraging continuous learning and improvement
• Attract, hire, manage, and lead a high potential and highly motivated team
• Enable team to create and conduct strategic Quarterly Business Reviews
• Support and encourage your teams to build and roll out strategic account plans to internal teams that seek to drive customer happiness, retention, and growth within key markets.
• Cross-functionally partner with internal product and marketing teams to improve our market position by serving as an industry specialist and client liaison.

What you need:

• Bachelor’s degree or higher
• A data-driven approach to problem-solving
• Proven meticulous leader
• 5-7 years of account management experience
• Strong professional communication and project management skills, including experience speaking with and providing consultative sales to C-Suite executives
• Ability to work in a fast-paced, demanding environment and bring a serious amount of passion to the company mission and team development
• Ability to foster consistent delivery of brand voice and tone across multiple customer-facing channels
• Expertise in CRM software (Salesforce)
• Self-starter work ethic, results-focused personality, and a creative but structured problem-solving demeanor
• Experience working in a fast-growing, early-stage business desired, with the ability to collaborate internally across functions in order to reach desired outcomes

The fine print:

• Location: This is a fully-remote role that may sit anywhere in the United States. You're welcome to work from our DC, Austin, Chicago or New York office if you're in-region!
• Notice to recruiters and placement agencies: This is an in-house search with a dedicated recruiter. Please do not submit resumes to any person or email address at Upside. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. We‘re passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here. Come join us!