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Director, Account Management
Conductor LLC • New York, NY 10001 • Posted 5 days ago
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In-person • Full-time • $160,000-$200,000/yr • Senior Manager
Job Highlights
Using AI ⚡ to summarize the original job post
Conductor is seeking a Director of Account Management to lead a team of Account Managers, focusing on driving retention and expansion among Conductor's most strategic customers. The role involves developing strategies for renewals and upsells, building strong relationships with key stakeholders, and collaborating with various teams to ensure customer satisfaction and revenue growth. The ideal candidate will have a strategic mindset, exceptional leadership skills, and a proven track record in B2B SaaS account management.
Responsibilities
- Direct and oversee an assigned Account Management team responsible for managing existing customer relationships, renewals, and upsells.
- Develop and implement strategies to drive customer renewals and upsells, including proactive outreach campaigns, customer engagement programs, and upsell initiatives.
- Build and maintain strong relationships with key stakeholders within customer organizations to understand their needs, identify opportunities for upselling, and ensure overall customer satisfaction.
- Drive the renewal process for existing customers, ensuring timely renewal of contracts and minimizing churn through proactive engagement and resolution of customer concerns.
- Build repeatable processes to source upsell opportunities and partner with the team on strategic upsell proposals.
- Collaborate closely with Sales, Product Development, and Customer Success teams to ensure alignment on account strategies, address customer needs effectively, and drive overall revenue growth.
- Establish key performance metrics for the Account Management team and regularly monitor performance against targets. Provide regular reports and insights to senior leadership on renewal rates, upsell opportunities, and overall account health.
- Drive continuous improvement initiatives within the Account Management team, including process enhancements, skill development, and adoption of best practices to optimize customer retention and upsell effectiveness.
Qualifications
Required
- At least 8 years of experience in B2B SaaS account management or sales roles, with a proven track record of success in driving customer renewals and upsells, preferably in a B2B SaaS environment.
- At least 3 years of direct management experience.
- Strategic thinker with the ability to develop and execute effective account management strategies to drive revenue growth and maximize customer lifetime value.
- Demonstrated customer-centric approach to account management, with a focus on building long-term relationships and driving customer satisfaction.
- Strong analytical skills with the ability to analyze data, identify trends, and derive actionable insights to inform decision-making and drive performance improvements.
- Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels, both internally and externally.
- High level of urgency. Strong organization skills with a rigorous attention to detail, drive for excellence, and a positive "can-do" approach.
- Strong collaboration skills. Able to successfully remove roadblocks for customers and your team.
- Advanced problem solving skills with the ability to derive insights and handle increasingly complex issues. Solution-oriented mindset.
- Exceptional listening and interpersonal skills with a high degree of approachability. Must possess the ability to work seamlessly in a team oriented environment.
- Driven and passionate about leading, mentoring and developing teams.
- Collaborative and results-oriented in a way that drives change and results across multiple departments with the customer experience always in mind.
- Embodies Conductor's servant leadership philosophy & people-first culture.
- Ability to travel (20%+) to meet clients in order to support Account Reviews and renewals.
Full Job Description
LOCATION: New York, NY
Conductor is a leading Website Optimization & Intelligence platform. Today's top brands use Conductor to create and optimize digital experiences that get found organically in search engines and drive value for customers. The platform provides actionable SEO, content, and technical website intelligence paired with real-time website monitoring to help customers accelerate-and protect-digital growth.
Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of all the people in our orbit-our customers, our customers' customers, our employee-owners, and our communities.
We are seeking a Director of Account Management to lead a high performing team of Account Managers and drive retention and expansion across Conductor's most strategic customers. The ideal candidate will possess a strategic mindset, exceptional leadership skills, and a proven track record of success in driving revenue growth through effective account management practices.
What you'll do (Responsibilities):
Requirements:
Compensation: Conductor maintains competitive, performance-based compensation programs.
The NYC base salary range for this role is currently $160,000 - $200,000. Actual base salary offered may vary within this range based on education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.
Variable compensation: In addition to the base salary, this role is also eligible for a variable bonus based on attainment of quota and performance targets. The base/variable mix is 60/40.
Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs.
Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance. In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.
Conductor is a leading Website Optimization & Intelligence platform. Today's top brands use Conductor to create and optimize digital experiences that get found organically in search engines and drive value for customers. The platform provides actionable SEO, content, and technical website intelligence paired with real-time website monitoring to help customers accelerate-and protect-digital growth.
Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of all the people in our orbit-our customers, our customers' customers, our employee-owners, and our communities.
We are seeking a Director of Account Management to lead a high performing team of Account Managers and drive retention and expansion across Conductor's most strategic customers. The ideal candidate will possess a strategic mindset, exceptional leadership skills, and a proven track record of success in driving revenue growth through effective account management practices.
What you'll do (Responsibilities):
- Direct and oversee an assigned Account Management team responsible for managing existing customer relationships, renewals, and upsells.
- Develop and implement strategies to drive customer renewals and upsells, including proactive outreach campaigns, customer engagement programs, and upsell initiatives.
- Build and maintain strong relationships with key stakeholders within customer organizations to understand their needs, identify opportunities for upselling, and ensure overall customer satisfaction.
- Drive the renewal process for existing customers, ensuring timely renewal of contracts and minimizing churn through proactive engagement and resolution of customer concerns.
- Build repeatable processes to source upsell opportunities and partner with the team on strategic upsell proposals.
- Collaborate closely with Sales, Product Development, and Customer Success teams to ensure alignment on account strategies, address customer needs effectively, and drive overall revenue growth.
- Establish key performance metrics for the Account Management team and regularly monitor performance against targets. Provide regular reports and insights to senior leadership on renewal rates, upsell opportunities, and overall account health.
- Drive continuous improvement initiatives within the Account Management team, including process enhancements, skill development, and adoption of best practices to optimize customer retention and upsell effectiveness.
Requirements:
- At least 8 years of experience in B2B SaaS account management or sales roles, with a proven track record of success in driving customer renewals and upsells, preferably in a B2B SaaS environment.
- At least 3 years of direct management experience.
- Strategic thinker with the ability to develop and execute effective account management strategies to drive revenue growth and maximize customer lifetime value.
- Demonstrated customer-centric approach to account management, with a focus on building long-term relationships and driving customer satisfaction.
- Strong analytical skills with the ability to analyze data, identify trends, and derive actionable insights to inform decision-making and drive performance improvements.
- Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels, both internally and externally.
- High level of urgency. Strong organization skills with a rigorous attention to detail, drive for excellence, and a positive "can-do" approach.
- Strong collaboration skills. Able to successfully remove roadblocks for customers and your team.
- Advanced problem solving skills with the ability to derive insights and handle increasingly complex issues. Solution-oriented mindset.
- Exceptional listening and interpersonal skills with a high degree of approachability. Must possess the ability to work seamlessly in a team oriented environment.
- Driven and passionate about leading, mentoring and developing teams.
- Collaborative and results-oriented in a way that drives change and results across multiple departments with the customer experience always in mind.
- Embodies Conductor's servant leadership philosophy & people-first culture.
- Ability to travel (20%+) to meet clients in order to support Account Reviews and renewals.
Compensation: Conductor maintains competitive, performance-based compensation programs.
The NYC base salary range for this role is currently $160,000 - $200,000. Actual base salary offered may vary within this range based on education, knowledge, skills, abilities, relevant experience, internal equity, and geographic location, among other factors. The actual compensation, if offered a position, will be based on these factors.
Variable compensation: In addition to the base salary, this role is also eligible for a variable bonus based on attainment of quota and performance targets. The base/variable mix is 60/40.
Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs.
Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance. In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.
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