Director, Account Management (Hybrid)

Common Wealth Retirement•Toronto, ON

8d•CA$135,000 - CA$165,000•Hybrid

About The Position

Common Wealth is a financial technology company whose mission is to make financial security in retirement accessible to everyone. We have quickly become Canada’s fastest growing group retirement provider, having more than doubled in our client base in 2024 and now serving members and employers in every Canadian province. Our expanding business has created the need for services in both French and English. We work closely with a rapidly expanding network of advisors, for whom we strive to be a true partner in powering the growth of their business. We provide a user-friendly, value-for-money retirement planning and saving experience, powered by an award-winning retirement technology platform. You'll build and run our account management function - leading a team of Account Managers while carrying your own book of key accounts. This means creating the playbooks, processes, and systems that let us scale account management, while also doing the work alongside your team.

Requirements

Led account management or customer success at a fast-growth company, or been a top performer at a smaller shop where you wore multiple hats.
Know how to build processes that scale, but you’re also comfortable rolling up your sleeves and managing accounts yourself.
Taken a function from scrappy to structured, and you can teach others how to do it.
You’re a builder. When you see a gap, a missing playbook, an inconsistent process, a clunky workflow, you fix it. You’ve created tools, templates, and dashboards that your team actually uses.
You lead by doing. You’re not a manager who oversees from a distance. You carry accounts, jump into complex client situations alongside your team, and set the standard through your own work.
You develop people. You’ve coached and mentored account managers, given them honest feedback, and helped them grow. You care about building a strong team, not just being a strong individual contributor.
You’re comfortable with ambiguity. You don’t need a fully defined playbook to get started. You’re the one who writes it. You take ownership, move with urgency, and figure it out as you go.
You’re commercially minded. You think about accounts in terms of health, risk, and growth, not just relationship management. You’ve driven retention, expansion, and upsell in prior roles.
You use modern tools to work smarter. You’re not just curious about AI. You’ve actually used it to do your job better, and you’re always looking for ways to help a small team punch above its weight.

Responsibilities

Build out the account management function: Take our current approach and build it into a full account management motion. Create the playbooks, templates, and processes the team needs to manage accounts consistently at scale. Build check-in rhythms so you have a clear read on every account - who's healthy, who's at risk, what needs attention. Establish how we handle escalations, at-risk accounts, and complex client situations. Define what good looks like: participation rate targets, NPS benchmarks, implementation timelines, product adoption goals.
Lead and develop the Account Manager team: Manage and coach 4+ Account Managers. Run regular team meetings and 1-on-1s to keep a pulse on accounts and team performance. Jump in on complex implementations and client issues alongside the team. Recruit, onboard, and train new team members as we continue to scale. Set performance goals and conduct reviews for team members.
Own and manage your own book of key accounts: Personally manage a block of Common Wealth's most important employer clients. Run implementations, annual reviews, QBRs, and regular touch points for your accounts. Drive participation rates, product adoption, and expansion opportunities in your accounts. Model the account management approach you want the team to adopt.
Drive results across the portfolio: Increase employee participation rates in group retirement plans. Improve client NPS and retention. Drive adoption of financial planning services and other product offerings. Identify and close expansion opportunities with existing clients. Partner with Sales on smooth handoffs from close to implementation.