Director, Account Management
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Job Description
Director of Account Management leading customer success, renewals, and expansion for ArrowStream’s foodservice supply-chain SaaS platform. Managing Account Managers and strategic client relationships.
Responsibilities:
- Serve as a strategic leader bridging operational execution and strategic vision within the post-sale organization
- Report to the COO
- Drive retention, expansion, and customer success outcomes across the existing client base
- Manage a team of Account Managers
- Own quarterly Net Revenue Retention (NRR) and Gross Renewal targets
- Operationalize scalable commercial motions
- Lead forecasting, deal inspection, and pipeline reviews
- Lead strategy and executive involvement for high-value, complex, or at-risk accounts
- Oversee commercial responses to M&A, organizational changes, and budget shifts
- Partner with leadership on pricing strategy, packaging, and expansion plays
- Mentor and develop the Account Management team
- Establish performance expectations, inspection rhythms, and performance evaluations
- Coach the team on renewal strategy, negotiation, multi-threading, expansion identification, stakeholder mapping, and churn mitigation
- Facilitate training on account maintenance, upselling, cross-selling, and competitive positioning
- Oversee key client relationships and strategic account planning
- Serve as executive sponsor and senior escalation point for critical accounts
- Partner with cross-functional teams and platform brands to drive additional revenue
- Represent the company at client meetings and industry events
- Implement an ABM system to monitor customer industry and business signals and analyze customer relationships
- Standardize processes for account planning, renewals, expansion, and escalations
- Build churn-risk detection frameworks
- Partner with Finance, Legal, and Sales Ops on contract, pricing, and billing alignment
- Maintain Salesforce CRM hygiene and forecast accuracy
- Liaise between Account Management and internal brands
- Collaborate with Sales, Customer Success, Operations, and Product
- Share customer insights and competitive intelligence 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
- Must be able to work without employer-sponsored work authorization; the company is unable to offer work sponsorship
Benefits:
- Medical, dental, and vision insurance
- Flexible Spending Account (FSA)
- Company-paid life insurance
- 401(k) with company match
- Training and development opportunities
- Competitive pay
- Flexible PTO policy with no accrual required
- Remote work arrangement
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