Job Description

Title - Senior Director - Account Management



Location - Remote

Type - Full-time

Overview:

The Senior Director of Account Management owns installed customer base post contract signature. This leader drives net revenue retention by overseeing onboarding, hypercare, account support, and account management teams. The role requires operational execution, accountability to retention metrics, and proactive leadership to ensure customer adoption, renewal success, and churn prevention.

Key Responsibilities:

• Lead and scale Account Managers and Account Specialists managing 4,000+ accounts.
• Oversee onboarding and hypercare from contract signature to steady state.
• Ensure account support excellence (Zendesk system of record) with strict SLA, CSAT, and escalation standards.
• Drive churn interception, renewal execution, and lifecycle cadence across accounts.
• Partner with Revenue Operations to build process infrastructure, runbooks, and training content.
• Maintain team fluency across client's Service Suite (caller ID, branded calling, compliance orchestration, brand protection).
• Operate as a player coach: lead strategically while engaging directly in accounts when needed.

Qualification:

• Proven operator with experience carrying NRR/GRR/churn targets.
• High energy leader with strong accountability and proactive problem solving.
• Technical curiosity about telecom platforms and compliance ecosystems.
• Demonstrated success in building and scaling post sale operations.
• Strong written and verbal communication; confident under pressure.

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SUMMARY:

RESPONSIBILITIES;

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