Director, Account Management

Choice Digital Corp•Broomfield, CO

2d•$130,000 - $160,000•Onsite

About The Position

The Director, Account Management is responsible for leading Choice Digital’s Account Management organization and ensuring the successful delivery of client outcomes across our portfolio of enterprise clients. In this role, you’ll provide day-to-day leadership for the Account Management team while partnering closely with Sales, Product, Payment Operations, Customer Support, and Executive Leadership to ensure our clients achieve their business objectives. You’ll lead strategic account planning, support executive-level client relationships, manage escalations, and build scalable processes that deliver an exceptional client experience. This is a hands-on leadership role for someone who enjoys coaching teams, solving complex client challenges, and driving operational excellence in a fast-growing fintech environment. This is a full-time, in-office position.

Requirements

7+ years of experience in Account Management, Customer Success, Client Services, or related client-facing roles.
3+ years of people leadership experience managing client-facing teams.
Experience working with enterprise clients in SaaS, Fintech, Payments, Utilities, or technology-enabled services
Proven ability to lead executive-level client relationships and manage complex escalations
Strong leadership, communication, and organizational skills.
Experience partnering cross-functionally across Product, Operations, Support, and Sales organizations.
Demonstrated ability to build scalable client success processes and develop high-performing teams.
Strong strategic thinking, problem-solving, and decision-making skills.

Nice To Haves

Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent professional experience.
Experience leading enterprise Account Management or Customer Success organizations.
Experience supporting payment, financial technology, or regulated industries.
Experience building client health programs, QBR frameworks, and strategic account planning processes.

Responsibilities

Lead, coach, and develop the Account Management team, providing day-to-day direction and leadership.
Establish performance expectations, development plans, and accountability across the team.
Conduct regular account reviews, one-on-ones, and performance discussions.
Support hiring, onboarding, and career development of Account Managers.
Foster a culture centered around client advocacy, ownership, and operational excellence.
Partner with Account Managers to develop strategic account plans for key clients.
Monitor overall client health and proactively identify risks, opportunities, and engagement strategies.
Support client retention, renewals, and expansion opportunities in partnership with Client Development.
Participate in executive client meetings, Quarterly Business Reviews (QBRs), and strategic planning sessions.
Serve as an executive sponsor for select strategic client relationships.
Serve as the senior escalation point for complex client issues.
Coordinate cross-functional efforts across Product, Payment Operations, Customer Support, FInance, and Compliance to resolve client challenges.
Advocate for client priorities while balancing operational and business objectives.
Ensure Account Management remains informed of product updates, operational changes, and strategic company initiatives.
Develop and improve Account Management processes, playbooks, and best practices.
Monitor client health metrics, operational KPIs, and team performance.
Drive consistency across account planning, QBRs, executive communications, and client engagement.
Identify opportunities to improve scalability, efficiency, and overall client experience.