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Discord · 5 days ago

Director, Account Management

San Francisco Bay Area

Full-time

Hybrid

Director/Executive

$332K/yr - $374K/yr

10+ years exp

Discord is a platform used by over 200 million people for gaming and socializing. They are seeking a Director of Account Management to lead a team focused on transforming the Account Management function into a revenue-driving organization, optimizing customer outcomes, and driving expansion revenue.

BlockchainCommunitiesGamingInternetMetaverseSoftwareWeb3

Responsibilities

Lead and develop a high-performing Account Management team with clear career pathways, quota-carrying responsibility, and performance metrics focused on customer outcomes and expansion revenue

Design and scale the post-sale customer journey end-to-end from onboarding through adoption, expansion, and renewal - creating repeatable playbooks for upsell motions and retention strategies that drive revenue growth

Build strategic partnerships with Sales leadership while establishing Account Management’s autonomous remit, including clear collaboration frameworks, service-level agreements, and shared success metrics that position Account Managers as peers to Account Executives

Drive incremental revenue through growth marketing principles that optimize customer lifetime value, identify expansion opportunities, diagnose account health issues proactively, and act as executive sponsor for top-tier accounts

Partner cross-functionally with Product, Marketing Science, and Ad Operations teams to translate customer needs into product requirements, while building team fluency in self-serve platform management, API integrations, campaign optimization workflows, and auction-based buying mechanics

Develop data-driven frameworks for customer segmentation, health scoring, and account prioritization that enable strategic resource allocation and scalable impact

Qualification

Account ManagementGrowth MarketingTeam LeadershipSaaS ExperienceProgrammatic BuyingBusiness AcumenCustomer-CentricityCross-Functional Collaboration

Required

10+ years in customer success, account management, growth marketing, or revenue-focused post-sale roles, with 5+ years building and leading high-performing teams in quota-carrying environments

Deep expertise managing buyers on self-serve, non-IO advertising platforms including auction mechanics, programmatic buying, bidding model optimization, and the ability to train teams on buying platform mechanics

Proven track record establishing strategic account management functions that operate with autonomy, drive meaningful expansion revenue, and are recognized as peer organizations to Sales within SaaS or ad tech environments

Strong builder mentality with experience in 0-to-1 or high-growth environments - someone who thrives creating scalable processes, playbooks, and operating models from scratch while maintaining hands-on execution capability

Exceptional business acumen balanced with customer-centricity - ability to drive aggressive expansion targets while maintaining high satisfaction scores, plus collaborative leadership skills to establish cross-functional partnerships and champion organizational change

Candidates must reside in or be willing to relocate to the San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma counties). Relocation assistance may be available

Office Guidance: For this role, the Hiring Manager would like folks to be in the office 2 days a week