Shelf

Director of Account Management

Shelf

full-time

Posted on:

Location Type: Remote

Location: Remote • California, New York • 🇺🇸 United States

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Salary

💰 $150,000 per year

Job Level

Lead

About the role

  • Drive Customer Expansion: Identify and execute on opportunities to expand customer spend, including upsells, cross-sells, and renewals. Partner with Sales and other members of the Customer Success organization to align on account strategies that maximize lifetime value.
  • Strategic Account Partnership: Serve as a senior point of contact for key customers, helping them develop and execute strategies to maximize the impact of our products and services on their business outcomes.
  • Team Leadership: Partner w/ Customer Success leadership to coach and develop a high-performing team of Customer Success Managers focused on customer engagement, retention, and growth.
  • Customer Strategy & Insights: Partner with Product, Marketing, and Customer Success to bring customer insights back into the business and influence roadmap priorities.
  • Revenue Forecasting & Planning: Own the account growth forecast and ensure the company meets or exceeds quarterly and annual NDR targets.
  • Executive Relationship Management: Build trusted relationships with executive stakeholders across the customer base and within the company to drive mutual success.

Requirements

  • 10+ years of experience in Account Management, Customer Success, or related functions, including 5+ years in leadership roles.
  • Proven track record of driving account expansion and retention in a SaaS or technology company.
  • Exceptional communication and executive presence, with experience presenting to senior stakeholders.
  • Strong analytical and strategic skills, with the ability to translate customer insights into actionable growth initiatives.
  • Experience building and scaling account management teams and playbooks.
  • Collaborative and cross-functional mindset, with strong alignment to Sales, Product, and Marketing.
  • Leads by Example: You show up prepared, follow through on commitments, and set a high bar for operational excellence. Your discipline and personal drive model the behavior you expect from others.
  • Strategic & Tactical Balance: Comfortable operating at both the strategic and tactical level. You can zoom out to craft strategy and frameworks, but also dive into the trenches to solve immediate problems and get things done.
  • Management & Communication: Excellent communication and interpersonal skills, high emotional intelligence and a servant-leader mindset that focuses on making your colleagues better. Tough but Fair: Not afraid to hold people accountable, even when it’s uncomfortable.
  • Self-Motivation & Drive: Self-motivated and outcome-driven, with a competitive drive to win and continuously improve. You set high standards for yourself and others, and take initiative to solve problems without waiting for direction. The ideal candidate thrives in a dynamic, sometimes ambiguous startup environment and maintains a sense of urgency in pursuing goals.
  • Industry & Domain Knowledge: Deep understanding of SaaS business models and B2B sales motions (e.g. familiarity with both mid-market and enterprise sales cycles).
Benefits
  • $150K+ base plus variable
  • life changing equity
  • Comprehensive health and wellness packages
  • Long hours, challenging work and the ability to impact the AI industry and the future economy of the world

Applicant Tracking System Keywords

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

Hard skills
Account ManagementCustomer SuccessRevenue ForecastingStrategic PlanningAnalytical SkillsSaaSB2B SalesCustomer InsightsUpsellingCross-selling
Soft skills
CommunicationLeadershipInterpersonal SkillsEmotional IntelligenceSelf-MotivationCollaborationStrategic ThinkingProblem SolvingAccountabilityServant Leadership