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Employ · 1 day ago

Senior Director, Customer Account Management

United States

Full-time

Remote

Director/Executive

10+ years exp

Employ is transforming how hiring gets done with its innovative ATS solutions and AI companions. The Senior Director, Customer Account Management will lead retention, renewals, and expansion for a diverse customer base, driving strategic projects and enhancing operational efficiency in customer account management.

Artificial Intelligence (AI)Staffing Agency

Responsibilities

Lead and develop Customer Account Management Leaders; Create and foster an organizational culture of high accountability and execution across our retention and upsell methodologies and playbooks

Define and execute the long-term strategy for the global Customer Account Management function including all product lines, success segments and market segments

Build a scalable organizational structure and compensation model that supports rapid customer growth, various contract complexities and drives the desired behaviors and outcomes from teams

Represent Customer Account Management as part of Employ’s extended leadership team, influencing and owning corporate priorities and commercial customer strategy

Partner with Sales, Customer Success, Marketing, Product, Finance, and Support executives to design customer engagement models that maximize lifetime value, retention and expansion opportunities

Act as executive sponsor for top-tier strategic accounts and at-risk customers, leading resolution and growth strategies at the C-suite level

Influence product and services strategy through customer insights and market trends

Architect processes, systems, and playbooks that allow the organization to scale retention and expansion efficiently across thousands of customers

Own forecasting and planning for renewals and expansions, working closely with Finance and Sales leadership on proven forecasting methodologies; Provide weekly commits to executive leadership with outlines of positive and negative movement with action plans and strategies

Implement data-driven programs that continuously improve customer engagement, retention, and advocacy

Develop commercial packaging in partnership with finance based on repeatable and successful retention and upsell patterns

Own retention and expansion performance across all customer segments, with accountability for NRR, GRR, and upsell/cross-sell contribution

Drive initiatives that materially impact company ARR growth and customer lifetime value

Establish Employ as a trusted partner with customers, building referenceable accounts and strong advocates

Qualification

SaaS experienceCustomer Account ManagementExecutive communicationRetention strategiesCross-functional collaborationData-driven programsMarket trendsLeadership

Required

Bachelor's degree required; MBA strongly preferred

10+ years of progressive SaaS experience, with at least 4+ years at the Manager + level

Proven ability to lead large, distributed account management organizations serving SMB, Mid-Market and Enterprise customers

Strong track record of driving retention and expansion strategies that deliver measurable business results

Exceptional executive communication skills and experience engaging with customer C-suites and internal executives

Experience influencing product, go-to-market, and customer engagement strategy at the executive level

Benefits

Unlimited PTO

Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being.

Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy.