Upshop · 1 day ago
Director of Account Management
United States
Full-time
Remote
Director/Executive
8+ years expUpshop is transforming how grocery retailers produce, fulfill, and deliver fresh food and eCommerce orders. The Director of Account Management will lead and scale a team of Account Managers to drive Net Revenue Retention and long-term customer value across the grocery retail portfolio.
Information TechnologySoftwareTechnical Support
Responsibilities
Lead, mentor, and develop a team of Account Managers responsible for renewals, expansion, and driving meaningful customer value and impact
Set clear performance expectations rooted in NRR, adoption, and quantifiable customer outcomes
Build a strong leadership bench by coaching AMs on strategy, executive engagement, and value consulting
Recruit, onboard, and scale the team as the Account Management function grows and expands
Own the development and execution of multi-year strategies that deepen customer engagement and expand usage of Upshop Solutions
Guide AMs in navigating complex grocery organizations and building multi-threaded executive relationships
Identify whitespace opportunities across customer networks and prioritize expansion initiatives
Partner closely with Solutions Consulting, Customer Success, Product, and Marketing to align on customer value stories and expansion strategies
Own renewal performance and NRR forecasting at the portfolio level with high accuracy
Build scalable, repeatable processes to proactively identify and mitigate risks across accounts
Serve as an executive sponsor for major renewals, strategic customers, or accounts requiring senior leadership engagement
Ensure Account Managers consistently articulate the operational, strategic, and financial impact of Upshop Solutions
Partner with Solutions Consulting, Customer Success, Product, and Support to ensure seamless customer experiences and drive platform utilization
Act as a voice of the customer internally, ensuring insights and feedback shape product development and service improvements
Define and optimize the operating rhythms for account planning, QBRs, forecasting, and risk management
Work with Revenue Operations to analyze trends, identify growth opportunities, and improve forecasting rigor
Drive continuous improvement in processes, playbooks, team structure, and reporting as Upshop scales
Collaborate with senior leadership across Sales, CS, Product, and Marketing to align on revenue strategy and customer impact
Qualification
Required
8+ years in B2B SaaS Account Management, Customer Success, or Sales with direct revenue responsibility
4+ years leading teams of quota-carrying AMs or CSMs, ideally at the manager or senior manager level
Proven track record of delivering strong NRR performance, renewals, and expansion in a SaaS or platform environment
Strong understanding of grocery retail operations, decision-making structures, and enterprise account dynamics
Outstanding executive communication, strategic thinking, and leadership presence
Demonstrated success driving cross-functional alignment with Solutions Consulting, Customer Success, Product, and Revenue Operations
Preferred
Experience with technology supporting grocery operations, retail systems, or eCommerce workflows
Prior leadership supporting enterprise or multi-banner grocery organizations
Experience building scalable processes, operating frameworks, and account playbooks
Company
Upshop
Upshop is an IT company that offers technology solutions for store operations and processes.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Shamus Hines
Chief Executive Officer
Joydeep Roy
Chief Technology Officer
Recent News
2025-09-29
Venture Capital Firms
2025-09-27
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