Director – Account Strategy

Director – Account Strategy

Requirements

• 8+ years of experience in client success, account management, or related roles within a SaaS or technology environment.
• Proven experience managing a quota carrying team and hitting objectives.
• Strong leadership and team management skills, with the ability to inspire, coach, and develop a team.
• Demonstrated success in managing enterprise client relationships, with a focus on retention, upsell, and customer satisfaction.
• Ability to navigate complex, multi-stakeholder environments and influence C-suite executives at Fortune 500 companies.
• Excellent communication and presentation skills; with the ability to simplify complex solutions and deliver value-based client conversations.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Bachelor’s degree in Business, Marketing, or a related field.

Responsibilities

• Oversee and manage a portfolio of enterprise clients generating over $50M in annual revenue, ensuring high satisfaction and retention through tailored client success strategies.
• Lead and mentor a team of Client Executives, fostering a client-obsessed culture focused on delivering exceptional service and holding yourself and your team accountable for delivering measurable business outcomes.
• Drive strategies to ensure client retention and identify opportunities for expansion within the portfolio.
• Monitor key performance indicators (KPIs) related to customer health, retention rates, and upsell opportunities.
• Establish and maintain senior-level relationships with key decision-makers at client organizations, acting as a trusted advisor.
• Lead Executive Business Reviews (EBRs) and provide insights on how the company’s SaaS solutions can further drive their business outcomes.
• Develop and implement scalable client success frameworks, including account planning, health monitoring, and risk mitigation strategies, to ensure consistent client success across the portfolio.
• Work closely with Product, Sales, and Professional Services teams to ensure client feedback is incorporated into the product roadmap and that client success efforts align with broader company goals.
• Streamline client success operations through process improvement, ensuring efficiency in client onboarding, product adoption, and ongoing management.
• Use data-driven insights to make informed decisions and improve performance.
• Serve as the initial point of escalation for client issues, ensuring timely resolution and fostering strong partnerships with clients.
• Demonstrate sound judgment when deciding to further escalate issues internally.
• Monitor and report on portfolio health, team performance, and client satisfaction metrics.
• Provide regular updates to the executive team on client success efforts, key wins, and challenges.

Preferred Qualifications

No preferred qualifications provided.