Director of Account Management
Hybrid · Idaho, United States
Job Summary
Director of Account Management responsible for leading two managers and a ~20-person team across Customer Success and Collections, shaping strategy for engagement, retention, and revenue. Own the intelligence infrastructure linking activity to retention metrics, drive implementation of HubSpot and AI/automation tools, and design scalable customer journeys from onboarding through renewal and reinstatement. Build and supervise health scoring and playbooks to surface risks and opportunities early, coach managers to develop strong leaders, and collaborate cross-functionally with BI, AI teams, and other departments to align end-to-end customer experience. Establish tiered engagement models (white-glove, hybrid, tech-touch), foster customer advocacy through case studies and community, and manage escalations as needed. Foster a culture of accountability, curiosity, and continuous improvement while transitioning the team to data-driven, proactive capabilities.
Required Qualifications
- Seven or more years of progressive experience in customer success, account management, or customer operations
- At least three years at the director level
- Experience leading through managers and developing leaders
- Hands-on experience designing customer journeys and building behavior-triggered playbooks
- Experience leveraging AI and automation to scale customer success (predictive analytics, AI-powered communication tools, automated workflows)
- Familiarity with customer success platforms and CRM platforms (HubSpot strongly preferred)
- Experience operationalizing tiered engagement models balancing personalized service with scale
- Strong analytical mindset and data-informed decision making
- Excellent communication and executive presence with high-value clients
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.