Director, Account Management
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Job Description
Director leading account management and customer success for ArrowStream’s foodservice supply-chain SaaS platform. Driving renewals, expansion revenue, retention, and strategic client growth.
Responsibilities:
- Drive retention, expansion, and customer success outcomes across the existing client base
- Manage a team of Account Managers
- Own quarterly Net Revenue Retention and Gross Renewal targets
- Lead strategy and executive involvement for high-value, complex, or at-risk accounts
- Oversee commercial responses to M&A, organizational changes, and budget shifts
- Develop and coach a high-performing account management team
- Establish performance expectations, inspection rhythms, and evaluations
- Coach renewal strategy, negotiation, multi-threading, expansion identification, stakeholder mapping, and churn mitigation
- Oversee key client relationships and strategic account planning
- Serve as executive sponsor and escalation point for critical accounts
- Represent the company at client meetings and industry events
- Implement an ABM system to monitor and analyze customer and business signals
- Standardize account planning, renewal, expansion, and escalation processes
- Build churn-risk detection frameworks
- Partner with Finance, Legal, Sales Operations, Sales, Customer Success, Operations, and Product
- Maintain Salesforce CRM hygiene and forecast accuracy
- Share customer, market, and competitive insights to influence product roadmaps, service delivery, and go-to-market strategies
Requirements:
- 8+ years of experience in customer-facing SaaS or technology roles, including Account Management, Customer Success, Expansion Sales, or Client Services
- 4+ years of people management experience leading commercial post-sales teams, including senior individual contributors or team leads
- Proven success owning multi-million-dollar renewal and expansion revenue targets and driving strong NRR
- Ability to assess customer health, usage trends, renewal risk signals, and expansion opportunities
- Experience navigating complex commercial events, competitive pressure, and high-value negotiations
- Proficiency in Salesforce or a relevant CRM and sales execution/engagement platforms
- Sponsorship is not offered for this role
Benefits:
- Medical, dental, and vision insurance
- FSA
- Company-paid life insurance
- 401(k) with company match
- Training and development opportunities
- Competitive pay
- Flexible PTO with no accrual required
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