Director, Account Management

The Director, Account Management leads a team of Account Managers responsible for renewal and expansion revenue across an assigned portfolio of ABA provider customers. This role owns portfolio-level NRR, expansion execution, forecast discipline, and risk mitigation across their portofolio of customers

The Director translates company strategy into disciplined execution through coaching, deal inspection, renewal governance, and strategic account oversight.

Core Responsibilities

Revenue Ownership

• Own renewal and expansion performance across assigned portfolio.

• Drive achievement of Net Revenue Retention targets.

• Ensure early identification and mitigation of churn risk.

• Inspect and support expansion deal strategy and pricing.

• Oversee renewal pipeline hygiene and 120+ day visibility.

Team Leadership & Coaching

• Lead and develop 8-10 Account Managers.

• Conduct structured weekly 1:1s focused on:

• Renewal risk

• Cross-Sell pipeline

• Account planning

• Elevate consultative selling capabilities.

• Drive accountability for quota attainment and forecasting standards.

Forecast & Operational Governance

• Maintain accurate renewal and cross-sell forecasting.

• Ensure CRM discipline and opportunity documentation.

• Conduct monthly portfolio risk reviews.

• Monitor performance metrics:

• Gross retention

• Cross-sell conversion

• Time-to-close
• Risk classification accuracy

Strategic Account Oversight

• Oversee account planning for high-value providers within portfolio.

• Support executive-level customer engagements.

• Ensure structured QBR cadence across top accounts.

• Promote cross-product adoption and value realization.

Cross-Functional Collaboration

• Partner with Customer Success on health scoring and adoption insights.

• Coordinate with Sales on post-sale transitions.

• Provide structured customer feedback to Product.

• Escalate systemic risks to Head of Account management.

Success Metrics

• Portfolio Net Revenue Retention

• Pipeline creation

• Cross-Sell ARR

• Forecast Accuracy

• Team Quota Attainment

• Reduction in Late-Stage Renewal Risk

Required Qualifications

• 7–10+ years of SaaS revenue experience.

• 3–5+ years leading account management, renewals, or post-sale teams.

• Experience managing $50M+ recurring revenue portfolios.

• Strong forecasting discipline and revenue inspection experience.

• Demonstrated coaching and talent development capability.

• Proficiency with Salesforce and revenue enablement tools.

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