Director of Account Management

We are looking for an experienced and strategic Director of Account Management  to lead the post-sales customer journey in a fast-growing B2B SaaS environment. This role is critical in driving customer retention, growth, and advocacy by delivering exceptional value throughout the customer lifecycle.

As the Director of Account Management, you will oversee a team of 6 Account Managers / Customer Success Managers (CSMs) in US and UK, responsible for customer engagement, product adoption, contract renewal, and account expansion. You’ll collaborate cross-functionally with Sales, Product and Marketing, to ensure customers are achieving measurable outcomes and identifying opportunities for growth.

The ideal candidate will have a strong background in account management or CSM leadership, especially within the MarTech SaaS space, and a passion for leveraging data to shape the future of food.

Responsibilities

• Own customer retention and expansion goals, ensuring net revenue retention (NRR) targets are met or exceeded
• Lead, coach and grow a team of high-performing AMs/CSMs
• Develop and implement account strategies and playbooks to drive growth and maximize revenue
• Develop and implement scalable strategies for adoption, health monitoring, renewals and upsells
• Partner with internal teams to support strategic account planning, handoffs and expansion efforts
• Monitor and improve customer health scores, usage patterns and NPS/CSAT feedback, to drive proactive outreach
• Serve as a customer escalation point, helping resolve issues and strengthen relationships
• Collaborate closely with Product to communicate customer feedback and influence the roadmap
• Report regularly on KPIs including retention, expansion, churn, product adoption, and team performance
• Directly manage and grow a limited number of accounts

Requirements

• Extensive experience in Customer Success or Account Management within B2B SaaS, with at least 3 years in a leadership role
• Track record of delivering strong retention and expansion results across a SaaS customer base (SMB, Mid-market and Enterprise companies)
• Deep understanding of SaaS business models, customer lifecycle stages and ARR-based metrics
• Experience building and implementing success planning, business reviews and executive engagement strategies
• Strong leadership and coaching skills, with the ability to motivate and develop a growing team
• Excellent strategic thinking, communication and relationship-building skills
• Ability to thrive in a fast-paced, growth-stage company environment
• This role requires approximately 25% travel. Travel may include domestic and/or international trips for client meetings, conferences, site visits or team collaboration, depending on business needs