Director, Account Management

About the role

Front is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection. Over 9,000 companies, including Uber Freight, Navan, and Stripe, rely on Front because it's the only platform that can run the operational layer that makes customer-facing work succeed.

We’re looking for a Director, Account Management to lead and scale our Account Management team. This leader will own existing customer expansion, renewals, and overall account health across a portfolio of high-value customers. The role is both strategic and hands-on, ideal for someone who thrives in a fast-paced, high-growth environment.

Responsibilities

• Develop the future structure of our Existing Business team as we introduce Account Teams, made up of Account Managers partnered with Customer Success Managers.
• Lead a high-performing Account Management team—develop and coach Account Managers who are passionate about customer outcomes and business growth.
• Drive customer expansion—coach AMs to map their account books, identify opportunities, and develop strategies to mature them into customer expansion.
• Establish AM fundamentals—partner with the CRO and VP of Sales to define team KPIs, roles and responsibilities, success metrics, and operating rhythms.
• Collaborate cross-functionally—work closely with Sales, Finance, Legal, and Revenue Operations to ensure seamless customer experiences.
• Own customer outcomes—take accountability for renewal, expansion, customer satisfaction, and ensuring commercial success across the team.

Requirements

• 4-6 years experience leading Account Management, Sales, or Renewals teams in SaaS.
• Proven experience developing and leading AM functions—you've been an early AM leader before and know what good looks like from the ground up.
• Experience leading a team focused on AM motions—clear experience with commercial tasks such as Enterprise-level renewal negotiation, upselling, cross-selling, and handling customer escalations.
• Strong coaching and people leadership skills—you know how to develop talent, deliver feedback, and create a culture of accountability and growth.
• Strategic and execution-oriented—you can think big picture while rolling up your sleeves to build processes, run customer calls, and get things done.
• Data-driven mindset—you use metrics and customer insights to guide decisions, identify trends, and demonstrate impact.
• Excellent collaboration skills—you've successfully partnered with Sales, Product, and CS teams to drive shared outcomes.

Nice to Have

• Experience with support or CX platforms.
• Familiarity with usage-based or product-led growth models.
• Background working with mid-market and enterprise customers.

Schedule

Front operates on a hybrid model—we come together in the office each Tuesday, Wednesday, and Thursday to collaborate and stay connected.

Benefits

• Competitive salary
• Equity (post-series D, backed by top US VCs)
• Private health insurance, including plan options at no cost to employees
• Paid parental leave
• Flexible time off policy
• Flexibility to work from home Monday and Friday
• Mental health support with Workplace Options
• Family planning support with Maven
• $100 per month Lifestyle Stipend for fitness, health and wellness, and other activities
• Wellness Days—an additional day off on months with no holidays
• Winter Break—offices closed from Christmas to New Year's Day