Director - Account Management

About the Role

We're looking for a senior Customer Success and Account Management leader to build our enterprise CS function from the ground up. This isn't a role to maintain an existing playbook — it's a role to create one. You'll define how we manage, retain, and grow our enterprise relationships, build the team to execute on it, and establish the foundation that the function scales on as the company grows. You'll be a key voice in shaping how the company thinks about customer success at the enterprise level.

What You'll Do

• •Design and build the enterprise Account Management & Customer Success function from scratch — strategy, structure, processes, and team
• •Own the enterprise customer relationship end-to-end, from onboarding through renewal and expansion
• •Hire, build, and lead a team of Account Managers/CSMs as the function scales
• •Act as the senior point of contact and escalation for enterprise clients, building trusted relationships with senior stakeholders
• •Create the playbooks, frameworks, and processes for onboarding, account health tracking, QBRs, and renewals — where none currently exist
• •Partner closely with Sales, Product, and Leadership to represent the voice of the enterprise customer and shape strategy
• •Establish how success is measured and reported for the enterprise segment, and bring that visibility to leadership
• •Continuously refine the approach as the team and customer base grow, staying hands-on while also thinking structurally

What We're Looking For

• •Extensive, senior-level experience in Account Management, Customer Success, or Client Services within a SaaS environment
• •Proven experience building a CS or AM function from the ground up — not just running one that already exists
• •Strong track record managing and growing enterprise-level client relationships
• •Comfortable operating with ambiguity — able to create structure and process where there isn't any yet
• •Excellent stakeholder management skills, both with senior clients and internal leadership
• •Experience leading and developing teams, with the ability to hire as the function grows
• •A builder mindset — someone energized by creating something new rather than optimizing something established

Nice to Have

• •Experience in ad-tech, martech, or performance marketing SaaS
• •Experience joining a company at an early or scaling stage and building a function from zero to one