Director, Account Management

About the Role

The company is seeking a high-performing Director, Account Management to step into a critical "player-coach" leadership role. This person will lead, mentor, and scale a team of 3–5 Account Managers while directly managing strategic enterprise accounts valued between $1M and $4M. You'll serve as an executive sponsor for key client relationships, drive Gross Retention Rate (GRR) and Net Retention Rate (NRR) targets, and refine commercial processes for a complex, highly technical product line.

Key Responsibilities

Leadership & Coaching — Mentor and manage a team of 3–5 Account Managers across onboarding, renewals, stakeholder mapping, and commercial escalations.

Account Strategy & Execution — Directly own a book of strategic enterprise accounts ($1M–$4M), serving as executive sponsor to ensure high retention and multi-divisional expansion.

Operational Standards — Establish standards for customer communications, account planning, and reporting to maintain quality and urgency across the book of business.

Technical & Commercial Alignment — Partner with scientific buyers and internal engineering teams to navigate complex implementation hurdles and translate technical capabilities into clear commercial value.

Quota Accountability — Drive GRR and NRR performance across the team while stepping in personally to unblock critical account risks.

What We're Looking For

• 5–10 years in enterprise Account Management or Customer Success, with 2+ years of direct team management experience
• Proven track record managing enterprise accounts at a technical/industrial software company (e.g., Palantir, C3.ai, Optimizely companies selling to buyers who make real-world products, not marketing/fintech SaaS)
• Experience at a growth-stage company scaling an AM/CS function
• Strong academic foundation comfortable with numeric/statistical concepts; a degree in a science, chemistry, biology, or other quantitative field is a plus
• Demonstrated ownership of renewal/expansion strategy and GRR/NRR metrics
• Experience managing complex enterprise implementations with multiple stakeholders
• Executive presence able to credibly engage C-suite stakeholders at Fortune 500 customers
• Based in or willing to relocate to NYC (hybrid, in-office)
• Able to travel 20–30% for customer engagements