Account Director

Sycurio

About The Position

The Global Account Director is responsible for the strategic management, retention, and growth of Sycurio's most important global customer relationships. This role owns a portfolio of strategic enterprise and global accounts and is accountable for protecting existing recurring revenue, driving renewals, expanding account penetration, and strengthening executive-level customer relationships. As a senior member of the commercial organization, the Global Account Director serves as the executive sponsor and trusted advisor for key customers, ensuring long-term customer success while identifying opportunities to grow revenue through additional products, services, geographies, and partner-led initiatives. This is a highly visible and business-critical role responsible for safeguarding Sycurio's existing revenue base while driving sustainable growth. The Global Account Director will provide leadership, mentorship, and strategic direction across the account management function and act as the commercial quarterback for assigned accounts. This is a hands-on, player-coach leadership role requiring an individual who can simultaneously manage and grow a portfolio of strategic global accounts while providing leadership, mentorship, and guidance across the account management function. The successful candidate will lead from the front, actively engaging customers, negotiating commercial agreements, driving executive relationships, and identifying growth opportunities, while helping establish best practices and elevate the performance of the broader team. The Global Account Director is expected to be both a strategic leader and an individual contributor, taking personal ownership of critical customer relationships and revenue outcomes while serving as a role model for customer engagement, account planning, and commercial execution.

Requirements

Strong executive presence with the ability to engage and influence C-suite stakeholders.
Expertise in strategic account management, customer retention, and revenue growth.
Deep understanding of enterprise sales methodologies and customer lifecycle management.
Ability to develop and execute complex account strategies across multiple stakeholders and geographies.
Strong commercial acumen with experience managing large enterprise contracts and negotiations.
Excellent communication, presentation, and relationship-building skills.
Strong analytical skills with the ability to leverage data to drive business outcomes.
Ability to lead through influence across cross-functional teams.
Experience with CRM platforms such as HubSpot and account planning methodologies.
Knowledge of SaaS, Contact Center, Customer Experience, Payments, Compliance, Cybersecurity, or related technology industries preferred.
Bachelor's degree in Business, Marketing, Finance, or a related field; MBA preferred.
Minimum 15+ years of experience in enterprise sales, strategic account management, customer success leadership, or related commercial roles.
Proven success managing and growing complex global enterprise accounts with responsibility for multi-million-dollar recurring revenue portfolios.
Demonstrated experience operating in a player-coach capacity, balancing individual account ownership with team leadership responsibilities.
Strong executive presence with experience engaging C-suite stakeholders and leading strategic customer initiatives.
Proven track record of exceeding retention, renewal, expansion, and revenue growth targets.
Experience within SaaS, Payments, Compliance, Contact Center, Customer Experience, Cybersecurity, or related technology industries preferred.
Strong contract negotiation, commercial management, and executive stakeholder engagement experience.
Ability to travel as required for customer meetings, executive reviews, and company events.

Nice To Haves

MBA preferred.
Knowledge of SaaS, Contact Center, Customer Experience, Payments, Compliance, Cybersecurity, or related technology industries preferred.
Experience within SaaS, Payments, Compliance, Contact Center, Customer Experience, Cybersecurity, or related technology industries preferred.

Responsibilities

Own and manage a portfolio of Sycurio's most strategic global enterprise customers.
Develop and execute comprehensive account plans focused on retention, growth, executive engagement, and customer success.
Build trusted relationships with C-level executives, operational leaders, compliance teams, and business stakeholders.
Serve as the executive sponsor and primary commercial contact for assigned accounts.
Conduct Executive Business Reviews (EBRs) and strategic planning sessions with customers.
Develop multi-year growth strategies across assigned accounts to maximize customer lifetime value.
Maintain ownership of all renewals, contract negotiations, and commercial discussions within assigned accounts.
Drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and overall account profitability.
Identify, qualify, and close expansion opportunities across existing customers.
Develop cross-sell and upsell strategies for Sycurio's portfolio of solutions.
Create account growth strategies that increase wallet share and strategic relevance.
Consistently exceed revenue retention, expansion, and growth targets.
Take overall responsibility for protecting and expanding existing customer revenue.
Monitor customer health, adoption, usage trends, and business outcomes to proactively address risks.
Develop retention strategies for at-risk customers and lead recovery plans when necessary.
Ensure customer satisfaction and advocacy through consistent engagement and value realization.
Maintain executive-level visibility into key account risks, opportunities, and strategic initiatives.
Establish and maintain executive-level relationships within customer organizations.
Position Sycurio as a strategic partner and trusted advisor in PCI DSS compliance, payment security, and customer experience transformation.
Align customer business objectives with Sycurio's product roadmap and strategic initiatives.
Coordinate executive engagement between Sycurio leadership and customer leadership teams.
Lead account strategy discussions and coordinate internal resources across Sales, Customer Success, Product, Professional Services, Marketing, Support, Finance, Legal, and Partner organizations.
Ensure alignment around customer priorities and successful execution of strategic initiatives.
Provide accurate forecasting for renewals, expansions, and revenue growth opportunities.
Maintain account plans, opportunity tracking, and forecasting within HubSpot and related systems.
Drive accountability and execution across internal stakeholders supporting strategic accounts.
Operate as a player-coach, balancing direct account ownership with leadership responsibilities across the account management organization.
Lead by example through active customer engagement, executive relationship development, and commercial negotiations.
Mentor and develop Account Managers and Customer Success personnel, sharing best practices and coaching team members on strategic account management.
Support onboarding, recruitment, and professional development of future account management team members.
Drive accountability, performance excellence, and customer-centric thinking throughout the organization.
Serve as a senior escalation point for complex customer, commercial, and operational issues.
Contribute to the development and continuous improvement of account management processes, methodologies, and customer engagement strategies.