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Lead, coach, and develop a team of Account Managers to drive performance and outcomes.
Define and evolve the service model with CS leadership, including staffing and tiering.
Design scalable customer programs and workflows to improve experience and retention.
Identify and optimize tooling, processes, and data infra to scale AMs.
Escalate complex customer issues; partner with Product, Ops, Support, and Leadership.
Partner with Sales on strategic opportunities, including executive relationships and handoffs.

7+ years in customer success, AM, or related roles; includes leading teams.
Strong operational and analytical skills; able to build scalable processes.
Proven success managing executive relationships and complex escalations.
Excellent comms and stakeholder mgmt; CRMs/CS platforms; data-driven decisions.
Experience leading CS/AM teams in health insurance, HR tech, fintech, or B2B2C.
Experience building lifecycle programs: onboarding, adoption, renewals, retention.

Director of Account Management

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