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Role Description

We are seeking a passionate, results-driven Director of Account Management to take full ownership of our Customer Success (CS) function. You will lead and develop the team responsible for driving retention, expansion, and satisfaction across our corporate partner base, ensuring partners are actively engaged, utilizing their events, and achieving their employee engagement and social impact goals. This role spans team leadership and hands-on executive relationship management across our largest and most strategic accounts. The right candidate brings a builder's mentality, deep CS instincts, and the energy to thrive in a fast-moving startup environment, all anchored by a genuine passion for our mission.

Responsibilities

• Oversee the strategic management of enterprise accounts by applying a deep understanding of corporate social responsibility (CSR) priorities, trends, and challenges to drive growth, renewal success, and maximum utilization of services.
• Drive enterprise retention and expansion through proactive account strategy and cross-functional alignment.
• Support high-stakes client engagements, renewals, escalations, and strategic negotiations as needed.
• Demonstrated success in managing and significantly expanding contract value over time for Fortune 500 or large, complex enterprise clients through expansion, cross-sell, and departmental engagement.
• Set clear performance expectations, KPIs, and account ownership standards aligned to revenue, utilization, renewal, and impact goals.
• Conduct regular performance reviews, provide coaching, and build long-term capability within the team.
• Establish scalable account management methodologies, playbooks, and best practices to improve consistency and execution quality.
• Develop and refine operational frameworks to improve efficiency, visibility, forecasting accuracy, and account governance.
• Act as a strategic liaison between Account Management and cross-functional teams, including Sales, Supply, Content, Product, Marketing, and Operations.
• Advocate for enterprise client needs internally to influence product improvements and service enhancements.

Qualifications

• 8+ years of B2B SaaS account management experience in enterprise CSR team leadership, with deep knowledge of the CSR ecosystem.
• Proven experience navigating multi-threaded relationships and complex buying networks across large enterprise organizations.
• 3+ years leading and developing high-performing, client-facing teams.
• Executive presence and superior communication skills, with a proven ability to navigate and resolve complex, high-stakes client situations.
• Demonstrated success growing enterprise accounts through expansion, cross-sell, and net-new departmental engagement.
• Strong, proven partnership with Sales working in lockstep on renewal strategy, expansion pipeline, and seamless handoffs.
• Data-driven with the ability to interpret performance metrics, identify trends, and proactively surface KPIs and risk indicators.
• Strong problem-solving skills with the ability to break down ambiguity into clear, actionable plans and scalable solutions.
• Experience in the CSR, ESG, or HR tech space is a strong plus.
• Passion for our mission and the desire to make an impact in the world through technology.

Requirements

• Strong problem-solving skills with the ability to break down ambiguity into clear, actionable plans and scalable solutions.

Benefits

• This is a remote, full-time role with a competitive salary and health benefits.
• Health, Dental, and Vision.
• Unlimited PTO + Holiday + Birthday off!
• Unlimited Social Impact Time Off (SITO)!
• A company-wide annual paid holiday break between Christmas and New Year’s Eve to rest and recharge.
• Competitive salary.
• Mission-aligned company events/volunteering.
• Inclusive, exciting start-up culture.
• Accelerated career & personal growth.
• Culture Club and more!
• Salary range $145,000 to $160,000 DOE; however, base pay offered may vary depending on job-related knowledge, skills, and experience.