Director, Account Management

What You Will Do

• Revenue Ownership & Forecasting
• Own and deliver on GRR and NRR targets across the business
• Drive renewal forecasting accuracy and pipeline visibility across all segments
• Establish and manage expansion strategies to grow existing accounts
• Implement consistent deal inspection, forecasting cadence, and pipeline hygiene for renewals and upsell
• Account Management Leadership
• Lead, coach, and develop a team of quota-carrying Account Managers
• Instill a commercial, revenue-driven mindset across the customer experience organization
• Define KPIs, quotas, compensation alignment, and performance management frameworks
• Hire, onboard, and scale a high-performing team focused on retention and growth
• Customer Lifecycle & Value Realization
• Partner with Service Delivery and SOC organizations to ensure value realization tied directly to renewal outcomes
• Build a structured renewal motion (90/120-day cycles, risk identification, executive alignment)
• Oversee customer health scoring models to proactively identify churn risk and expansion opportunities
• Ensure Account Managers are positioned as trusted advisors driving strategic conversations
• Expansion & Commercial Strategy
• Develop playbooks to drive cross-sell and upsell of MDR, DFIR, and adjacent security services
• Partner with Sales, Product, and Marketing to align on account growth strategy and positioning
• Create scalable programs for customer advocacy, reference generation, and lifecycle expansion
• Customer Insight & Voice
• Champion the voice of the customer while tying feedback directly to revenue outcomes and retention drivers
• Leverage customer data, usage trends, and engagement signals to improve NRR performance
• Translate insights into actionable improvements across product, delivery, and go-to-market
• Operational Excellence
• Implement tools, processes, and reporting to streamline renewals, expansions, and account planning
• Utilize analytics to drive data-informed decision making across retention and growth metrics
• Partner cross-functionally to ensure alignment across Sales, Marketing, Product, and Delivery

What We Are Looking For

• 8+ years of experience in Customer Experience, Account Management, or Post-Sales leadership roles
• Proven track record leading teams of quota-carrying Account Managers / Renewals AEs
• Demonstrated ownership of GRR, NRR, renewals, and expansion revenue targets
• Strong leadership experience scaling high-performing, revenue-focused account management teams
• Cybersecurity industry experience required; MDR/MSSP experience strongly preferred
• Deep understanding of renewal cycles, churn mitigation, and expansion strategy in subscription-based businesses
• Highly analytical with experience leveraging data, forecasting, and pipeline management tools
• Exceptional communication and executive presence with the ability to engage from end-users to C-level stakeholders
• Strategic thinker with the ability to build and execute scalable post-sales revenue programs
• Bachelor’s degree or equivalent experience; MBA or advanced degree preferred
• Self-starter who thrives in a high-growth, fast-paced environment