Packsize

Senior Director, Account Management

Packsize

full-time

Posted on:

Location Type: Remote

Location: Connecticut • Florida • United States

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Job Level

Senior

About the role

  • Own the number. Take full accountability for Net Revenue Retention across Packsize’s core customer base, actively managing customer and relationship health, renewals, and expansion opportunity identification.
  • Lead and develop a high-performing AM team. Coach, mentor, and performance manage a team of Account Managers.
  • Build scalable AM processes. Design and implement account coverage models, renewal forecasting frameworks, and customer health scoring.
  • Drive expansion and advocacy. Partner with Sales to identify and convert expansion opportunities.
  • Develop a scaled motion for the long tail. Establish an efficient, low-touch coverage model for downmarket and pre-ICP customers.
  • Champion the voice of the customer internally. Synthesize AM feedback, escalations, and product gaps into actionable input for R&D.
  • Partner cross-functionally. Serve as the primary CS&G stakeholder in Sales, Marketing, and R&D partnerships.

Requirements

  • 7+ years of B2B Account Management experience, including at least 3 years leading Account Management teams
  • Proven experience building or scaling an account management function focused on both retention (keep) and expansion (grow)
  • Experience scaling AM processes, including coverage models, health scoring, and forecasting
  • Strong growth and forecasting discipline; confident owning the number and managing pipelines across segments
  • Deep understanding of customer lifecycle models and how to operationalize retention and growth strategies
  • Proven ability to recruit, develop, and performance manage high-performing AM teams
  • Excellent cross-functional collaboration skills, especially with Sales, Product, Service Operations, and Finance
  • Data-driven mindset and comfort using systems like Salesforce and other BI reporting tools to manage performance.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible working arrangements
  • Professional development
Applicant Tracking System Keywords

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

Hard Skills & Tools
B2B Account ManagementAccount Management processesRetention strategiesGrowth strategiesForecastingCustomer lifecycle modelsPerformance managementPipeline management
Soft Skills
LeadershipCoachingMentoringCross-functional collaborationAccountabilityCommunicationProblem-solving