Director, Customer Account Management

****East or Central Region only ****

How you will make a difference: 

The Director of Customer Account Management (CAM) is a senior GTM leader responsible for transforming and scaling our CAM organization. This leader will architect a world-class account management function that drives predictable renewals, strategic rightsizing, and vendor consolidation, while building the systems, processes, and talent needed to support a high-velocity mid-market book of business.
You will partner closely with Customer Success, Deal Desk, Marketing, Legal, Finance, and Sales Leadership to eliminate operational friction, strengthen cross-functional alignment, and ensure the CAM team consistently delivers high-quality renewals, strategic expansions, and accurate forecasts. This role requires a balance of operational discipline, people leadership, and strategic thinking.

You’ll get to:

• Recruit, develop, and inspire a high-performing CAM team across Mid-Market within your defined region, ensuring consistent execution, coaching, and career progression.
• Design and scale the CAM operating model, including segmentation, territories, pods, comp alignment, and the CAM career path.
• Own and refine forecasting rigor, partnering with RevOps and Finance to improve predictability of renewals, rightsizing, and consolidation motions.
• Drive revenue through two strategic pillars: Rightsizing and Vendor Consolidation, ensuring CAMs understand, prioritize, and execute against both.
• Partner with Customer Success leadership to resolve responsibility conflicts (renewals vs. churn ownership) and create a unified customer experience.
• Collaborate with Deal Desk and Legal to streamline contracting, reduce friction, and accelerate velocity for mid-market and multi-brand deals.
• Implement process improvements across CPQ, SFDC workflows, approval paths, and renewal playbooks.
• Provide executive-level reporting on CAM performance, quarterly pipelines, risk, and expansion opportunities.
• Serve as a cultural and organizational leader, reinforcing high standards, accountability, team alignment, and operational efficiency.

The ideal candidate will have:

• 6+ years in account management leadership within a SaaS environment, ideally overseeing a high-volume mid-market motion ($50K - $400K ARR range).
• Demonstrated success transforming sales or account management teams to consultative growth engines.
• Proven experience in rightsizing, upsell frameworks, usage-based expansion, and vendor consolidation motions.
• Strong track record of accurate forecasting, renewal management, and revenue predictability.
• Experience partnering across CS, Marketing, Sales, and Product to unify go-to-market motions.
• Expertise in CRM hygiene, BI tooling, deal desk operations, and scalable process design.
• Experience in account segmentation, territory design, and lead distribution to support rapid growth.
• Ability to influence and build relationships with C-suite stakeholders both internally and with customers.
• A talent-forward mindset - skilled at coaching CAMs, developing managers, and building career paths.
• Exceptional communication skills, with the ability to simplify complexity for executives and frontline teams alike.                             

Bonus Points:

• Experience selling to clients within enterprise B2C or high-volume engagement platforms (e.g., e-commerce, marketplaces, media)
• Background in email, mobile messaging, lifecycle marketing, or marketing automation.
• Experience partnering with or overseeing Professional Services to support complex expansions or re-implementations.

Perks & Benefits: 

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance 
• Monthly Professional Development allowance 
• Pre-tax commuter benefits
• Complete laptop workstation

The US base salary range for this position at the start of employment is $131,000 - $165,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.

Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.