Senior Director of Account Management

The Senior Director, Account Management, manages and coaches a team of Account Directors/Account Managers, ensuring the team consistently meets retention, growth, and client relationship goals. This role does not own individual accounts but advises on the team's accounts as needed — providing strategic guidance and helping resolve complex client situations — while building team capability and holding direct reports accountable to performance goals.

This role brings strong sales process discipline and CRM (Salesforce) expertise to the team, with prior experience managing front-office, client-facing staff and operating in recurring-revenue business models.

Reports to the SVP, Head of Growth, and serves as a key link between frontline account management and broader growth strategy. This role is expected to absorb operational and team-management responsibilities currently held by senior leadership, freeing their capacity for higher-level strategic priorities. This role is a hybrid position based in our Washington, DC HQ. 

Core Functions of the Role:

• Ensure account owners are following account plans, developing relationships, and establishing value within their client base through regular 1:1s, pipeline reviews, and skill-building focused on discovery, workflow understanding, and solution-mapping.

• Set clear performance goals for direct reports and hold the team accountable through structured tracking and feedback, with a direct, results-oriented approach to performance management.

• Identify skill or performance gaps early and provide targeted support — coaching plans, shadowing, deal support — before issues affect client outcomes.

• Advise on team accounts as needed, including reviewing account strategy and resolving complex or escalated client issues that direct reports can't handle independently.

• Partner with account owners to execute cancellation-prevention techniques and price-reset strategies across the team, strengthening retention and growth outcomes.

• Ensure execution of workflow processes and systems that improve team efficiency and consistency.

• Partner with the SVP, Head of Growth on team goals, headcount planning, and reporting on account management performance.

• Contribute to hiring, onboarding, and ramp planning for new Account Directors/Account Managers

About You:

• Proven track record of individual account management success (retention, growth, or client relationship outcomes).

• Proven track record of managing an account management or client-facing team, including coaching direct reports to hit performance goals.

• Deep proficiency in Salesforce or comparable CRM platforms.

• Experience working within recurring-revenue business models.

• Strong process orientation, often demonstrated through financial or analytical acumen.

• Demonstrated experience building or improving workflow processes and systems.

• Direct communication style with a strong bias toward accountability and follow-through.

• Strong coaching and feedback skills — able to balance accountability with support.

• Comfortable working cross-functionally with sales leadership on strategy and reporting.

• Based in the DC area.