Director of Account Management

About the role

We're seeking a transformation-minded leader to oversee Customer Success and Collections for our Account Management division. The ideal candidate will build intelligence-driven retention engines, design customer journeys, and use AI and automation to scale impact.

Responsibilities

• Lead two managers and a combined team of approximately twenty across Customer Success and Collections
• Set strategy for engaging, retaining, and growing Accredited Business relationships
• Roll up your sleeves to make strategy a reality
• Shape the future state of the team, including how we leverage HubSpot, AI agents, and automation
• Design and evolve dynamic customer journeys that drive engagement, retention, and revenue
• Build behavior-triggered playbooks and customer health scoring that surface risk and opportunity early
• Lead, coach, and develop Customer Success Manager and Billing Manager
• Own the intelligence infrastructure connecting Account Management activity to financial outcomes
• Partner with Business Intelligence and AI teams as a co-creator of internal agent infrastructure
• Design tiered engagement models and build customer advocacy programs
• Operationalize tiered engagement models that balance personalized service with technology-enabled scale
• Handle escalations and high-impact customer conversations when needed
• Build scalable processes, training, and team structure as we grow
• Foster a culture of accountability, curiosity, and continuous improvement

Requirements

• Seven or more years of progressive experience in customer success, account management, or customer operations, with at least three years at the director level
• Demonstrated success driving retention outcomes, reducing churn, and generating revenue through service delivery
• Experience leading through managers, growing leaders, not just managing individual contributors
• Hands-on experience designing customer journeys, building behavior-triggered playbooks, and developing customer health scoring or equivalent early-warning frameworks
• Experience leveraging AI and automation to scale customer success
• Familiarity with customer success platforms and CRM platforms (HubSpot strongly preferred)
• Strong analytical mindset with a bias toward data-informed decision-making
• Genuine intellectual curiosity about how AI, automation, and data science will reshape account management
• Excellent communication and executive presence, comfortable presenting to senior leadership, engaging with high-value clients, and inspiring teams
• Change leadership experience: a track record of transforming reactive teams into proactive, data-driven ones

Qualifications

• Industry-agnostic; skills, outcomes, and the ability to translate experience to our environment outweigh background in any specific sector

Skills

• Customer success
• Account management
• Customer operations
• Leadership
• Strategy development
• Team management
• Customer journey design
• AI and automation
• Data analysis
• Communication

Benefits

• Medical, Dental, and Vision insurance options
• 100% employer-paid life and long-term disability insurance
• 401(k) with company match
• Paid holidays, PTO, and your birthday off with pay
• Professional development and growth opportunities
• Flexible working arrangements
• Supportive, collaborative, and people-first environment

Pay

$115,000 - $140,000 annually

Schedule

Hybrid; primarily remote with some in-person and travel as needed

Benefits

• Medical, Dental, and Vision insurance options
• 100% employer-paid life and long-term disability insurance
• 401(k) with company match
• Paid holidays, PTO, and your birthday off with pay
• Professional development and growth opportunities
• Flexible working arrangements
• Supportive, collaborative, and people-first environment