Senior Director, Business Account Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director, Business Account Management based in the United States.

This leadership role offers the opportunity to shape and scale a strategic customer management function within a fast-growing technology environment. You will own executive-level customer relationships, driving retention, expansion, and long-term business value across a portfolio of key accounts. The position combines customer strategy, revenue growth, operational excellence, and cross-functional leadership to strengthen partnerships. You will work closely with sales, product, technical teams, and executive stakeholders to ensure customers achieve measurable success. This role is ideal for a customer-focused leader who excels at building trusted relationships, developing scalable processes, and driving commercial outcomes. You will have the opportunity to establish best practices, build a high-performing team, and directly influence the company’s growth trajectory.

Accountabilities:: As the Senior Director of Business Account Management, you will lead strategic customer relationships after implementation, ensuring customers maximize the value of the platform while driving retention, expansion, and revenue growth. You will establish the foundation of the Business Account Management organization, develop scalable processes, and serve as a key advocate for customer needs across the business.

Own strategic customer relationships as the primary business contact for assigned accounts.

Build trusted partnerships with executive stakeholders and key decision-makers to strengthen long-term customer engagement.

Develop account strategies focused on customer retention, expansion, adoption, and overall success.

Act as executive sponsor for key accounts and ensure alignment between customer objectives and business solutions.

Identify opportunities to expand customer relationships through additional products, services, and platform capabilities.

Partner with sales teams on expansion initiatives while maintaining ownership of customer strategy and lifecycle management.

Drive Net Revenue Retention (NRR) performance across the assigned customer portfolio.

Create quarterly account growth plans and identify cross-sell and upsell opportunities.

Lead executive business reviews and strategic conversations with customers.

Monitor customer health, adoption, engagement, satisfaction, and business outcomes.

Develop action plans for at-risk customers and lead renewal strategies in partnership with sales and finance teams.

Collaborate with technical account management, product, operations, support, and engineering teams to deliver a seamless customer experience.

Represent the customer perspective internally and influence product improvements and strategic priorities.

Design and implement the Business Account Management function, including engagement standards, processes, KPIs, and reporting frameworks.

Build dashboards and operating models around customer health, renewals, growth opportunities, and expansion metrics.

Recruit, mentor, and develop future account management leaders as the organization grows.

Requirements:

The ideal candidate is an experienced customer success and account management leader with a strong commercial mindset and a proven ability to manage strategic enterprise relationships. You should have experience building scalable customer programs, driving revenue growth, and collaborating across multiple teams to deliver measurable customer outcomes.

Extensive experience in strategic account management, customer success, business development, or related leadership roles.

Proven track record managing high-value customer relationships and executive-level partnerships.

Experience driving customer retention, renewals, expansion, and recurring revenue growth.

Strong understanding of customer lifecycle management and strategies that improve adoption and satisfaction.

Demonstrated ability to identify and execute upsell, cross-sell, and growth opportunities.

Experience developing account strategies, customer success plans, and executive business reviews.

Strong leadership skills with experience building teams, mentoring talent, and creating scalable processes.

Ability to define operational frameworks, KPIs, dashboards, and reporting structures.

Excellent communication and presentation skills with the ability to influence senior executives and internal stakeholders.

Strong cross-functional collaboration skills across sales, product, technical teams, operations, and support functions.

Strategic thinker with strong business judgment and the ability to translate customer needs into actionable initiatives.

Experience working in SaaS, technology platforms, marketplaces, or recurring revenue business models is preferred.

Ability to thrive in a fast-paced, growing organization while managing multiple priorities.

Benefits:

Opportunity to build and lead a strategic customer management function from the ground up.

Leadership role with direct influence on customer growth and company expansion.

Collaborative environment working closely with executive leadership and cross-functional teams.

Opportunities for professional growth and career development.

Ability to shape customer success strategies and operational best practices.

Competitive compensation package.

Flexible work environment.

Benefits package including healthcare and wellness support.

Additional company perks and employee programs.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1