Customer Growth, Director

About the role

You'll own the GMV outcome for a portfolio of Archive's largest brand partners, and the VP+ relationships that drive it. This is a high-judgment, relationship-first role for someone who's run real commercial negotiations, navigated hard executive conversations, and made the call on what matters without waiting for a playbook.

Responsibilities

• Executive relationship ownership
• Build and maintain relationships with senior brand stakeholders (Director through VP+), including QBRs, executive dinners, on-sites, and conference presence
• Read political dynamics, anticipate org shifts, and position Archive strategically inside each brand
• Identify and cultivate expansion champions across teams within the org
• Navigate difficult conversations; missed targets, scope disputes, and escalations
• Commercial strategy
• Own renewal strategy, timing, and negotiation across your portfolio
• Lead expansion conversations across program types, supply sources, and solutions (e.g., peer-to-peer, new categories)
• Build the strategic growth thesis for each brand and sell it to brand leadership
• Develop business cases for strategic bets and pitch upsells
• Partner with Sales and Commercial leadership on contract motions and pricing
• Strategic prioritization
• Identify the 2–3 big bets per account per quarter and make the case for what to deprioritize
• Pattern-match across seasonality, brand initiatives, and macro trends to surface what actually matters
• Serve as the judgment layer on performance: what to escalate, what to let ride, and when to push
• Internal quarterbacking
• Pull in Implementation, Product, Ops, CX, and Marketing when an account needs them
• Escalate platform limitations internally with clear context and urgency
• Be the single point of accountability, in the wins and the escalations
• Methodology and team leverage
• Own Customer Growth methodology: operating rhythms, brand planning frameworks, escalation models, and renewal playbooks
• Advise team members on complex or advanced cases
• Codify best practices and shape how the team approaches brand growth

Requirements

• 6+ years owning revenue outcomes in enterprise account management, customer success, or commercial roles, ideally with $XM+ portfolios
• Proven track record landing and expanding VP+ relationships at enterprise or mid-market brands
• Experience owning commercial negotiations; renewals, expansions, contract motions
• Strong commercial acumen: ability to build business cases, develop growth theses, and drive pricing conversations
• Comfort making judgment calls and setting priorities without a playbook
• Experience working cross-functionally to drive outcomes across product, ops, and go-to-market teams
• Exceptional communicator, able to adapt the narrative for executive audiences

Bonus requirements

• Experience in e-commerce, retail, or the resale/recommerce industry
• Background in a high-growth B2B SaaS or marketplace environment
• Experience building team methodology; playbooks, escalation frameworks, or account planning processes

Pay

The expected annual base salary range for this position is $150,000- 170,000, USD, and is eligible for variable compensation. Compensation varies based on a variety of factors which include (but aren’t limited to) such as role level, skills and competencies, qualifications, knowledge, location, and experience.