Element451

Director of Account Management

Element451

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Own net revenue retention (NRR) targets across the AM book of business, including renewals, upsells, and cross-sells
  • Build and manage the renewal pipeline with accurate forecasting, risk flagging, and proactive engagement - no surprises at contract end
  • Identify and drive expansion opportunities by connecting customer needs to product capabilities, new modules, and higher-tier plans
  • Partner cross-functionally to scope expansion deals and ensure smooth handoffs
  • Develop pricing and packaging recommendations for renewals and expansions in partnership with the CRO
  • Manage, coach, and develop a team of 6 Account Manager with clear expectations, regular 1:1s, and structured feedback
  • Set individual and team targets for retention, expansion, customer health, and activity metrics
  • Build a performance culture: run pipeline reviews, deal coaching, and quarterly business reviews with the team
  • Identify skill gaps and create development plans - especially around strategic account planning, multi-threading, and executive engagement
  • Hire and onboard new AMs as the team scales, maintaining a high bar for customer empathy and commercial instinct
  • Design and implement the AM playbook: account planning cadence, health scoring, QBR frameworks, renewal timelines, and escalation paths
  • Create segmentation and tiering for the book of business - ensure high-value accounts get strategic attention and long-tail accounts are managed efficiently
  • Build repeatable expansion plays tied to customer lifecycle milestones (go-live, first year, contract anniversary)
  • Establish clear handoff protocols between AM, Customer Success/Platform Enablement, and Support so customers experience continuity, not silos
  • Implement and maintain accurate data in CRM - clean pipeline, account health tracking, and reliable reporting for the CRO and board
  • Serve as the escalation point for at-risk accounts and own the save/recovery process
  • Bring structured customer feedback to Product and Engineering — not just anecdotes, but patterns that influence roadmap prioritization
  • Partner with Marketing on customer advocacy: case studies, references, and community engagement
  • Represent the AM perspective in cross-functional planning (product launches, pricing changes, go-to-market motions)

Requirements

  • 5–10 years of account management, customer success, or post-sale revenue experience in B2B SaaS
  • 2+ years leading or managing an AM/CSM team — you’ve hired, coached, and held people accountable
  • Track record of hitting NRR and retention targets in a recurring revenue business
  • Experience building AM playbooks, account plans, and renewal/expansion processes — not just inheriting them
  • Strong commercial instinct: you understand pipeline, forecasting, and how to turn relationships into revenue
  • Comfortable in a high-growth environment where you’re building systems while running the team
  • You think in segments: you know how to treat a $500K enterprise account differently than a $30K SMB account
  • Experience with CRM management and pipeline hygiene — you care about clean data
  • Higher education or EdTech experience is a strong plus but not required
  • Confident partnering with executives and comfortable presenting to the CRO and CEO on book-of-business health.
Benefits
  • 20 PTO days + 10 company holidays & Christmas Break Shutdown
  • Comprehensive health, dental, and vision coverage
  • 401(k) with 4% employer match
  • Modern tech + opportunity to work with AI-driven tools
  • Fast-moving, mission-driven culture
  • High-impact work that improves access to higher education
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementcustomer successrevenue retentionforecastingpipeline managementexpansion processesdata managementaccount planningrenewal processesB2B SaaS
Soft Skills
coachingteam managementstrategic thinkingcustomer empathycommercial instinctcross-functional collaborationpresentation skillsperformance cultureproblem-solvingrelationship building