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ComputerCare · 16 hours ago

Director of Account Management

United States

Full-time

Onsite

Director/Executive

$147K/yr - $200K/yr

10+ years exp

ComputerCare is a woman-owned business that has spent over 20 years building a reputation for technical excellence and genuine human connection in the IT world. They are seeking a strategic Director of Account Management to lead and mentor a high-performing team, design scalable frameworks, and drive retention and expansion for their customer base.

ComputerConsumer ElectronicsInformation Technology

No H1B

Responsibilities

Build, hire, and scale the Account Management function from an early team into a high-performing, larger-scale organization that can support our growing customer base

Define and execute the Account Management strategy aligned with revenue, retention, and growth targets

Define account segmentation, ownership models, coverage, success criteria, and capacity planning

Hire, coach, and scale a high-performing team of Account Managers accountable for expansion, retention, and customer outcomes

Establish standards, KPIs, dashboards, and an operational cadence for reporting, forecasting, reviewing account health, risk, retention, and expansion pipeline

Build repeatable playbooks for onboarding, adoption, driving usage, identifying cross-sell and upsell opportunities, unlocking new use cases, and renewal motions

Identify expansion opportunities, diagnose risk proactively, and implement retention strategies

Implement data-driven frameworks for customer prioritization, health scoring, forecasting, and resource allocation

Partner closely with Sales, Operations, CEO, and Finance on post-sale execution, forecasting, quota design, capacity planning, and incentive alignment

Serve as executive sponsor for strategic enterprise accounts and complex expansions

Ensure tight feedback loops between customers and internal stakeholders to influence roadmap and opportunity investments

Build scalable processes that support global expansion and evolving GTM motions

Lead with a strategic lens while staying hands-on when needed, jumping in alongside the team (including making calls) to model expectations and support execution

Attend quarterly company leadership meetings, collaborating on company initiatives and deliverables

Take the lead in driving a culture of continuous improvement and change management

Drive organizational excellence, ensuring a work culture of Diversity, Equity, and Inclusion by living the company’s vision and core values

Qualification

Account ManagementCustomer SuccessSales OperationsTeam LeadershipNetsuiteAnalytical SkillsStakeholder ManagementChange ManagementCommunication SkillsStrategic Thinking

Required

10+ years of experience in Account Management, Customer Success, Sales Operations, or post-sale revenue roles

5+ years leading teams in high-growth SaaS, managed services, or technology environments

Demonstrated success building and scaling an Account Management team from the ground up. Owning org design, processes, operating models, and compensation structure

Ability to build scalable processes without introducing unnecessary bureaucracy

Strong analytical and strategic thinking skills with experience in forecasting, segmentation, and performance measurement

Exceptional leadership, communication, and stakeholder management skills

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously

Proficient with Netsuite (or equivalent CRM)

Ability to travel as needed