Director, Account Management

Common Wealth Retirement

6d•Hybrid

About The Position

Common Wealth is a financial technology company dedicated to making retirement financial security accessible to everyone. As Canada's fastest-growing group retirement provider, we have experienced significant growth, doubling our client base in 2024 and now serving clients across Canada. This expansion has created a need for bilingual services in both French and English. This opportunity involves building and leading the account management function, managing a team of Account Managers, and overseeing a portfolio of key accounts. The role requires creating scalable playbooks, processes, and systems for account management, while also actively participating in the work alongside the team.

Requirements

Experience leading account management or customer success at a fast-growth company, or top performance in a similar role at a smaller company.
Proven ability to build scalable processes.
Willingness to manage accounts directly and roll up sleeves.
Experience taking a function from a nascent stage to a structured operation and teaching others.
Demonstrated ability to fix gaps, create playbooks, establish consistent processes, and improve workflows.
Experience creating tools, templates, and dashboards for team use.
Leadership style that involves doing and setting standards through personal work.
Experience coaching and mentoring account managers, providing feedback, and facilitating growth.
Comfort with ambiguity and the ability to create structure and playbooks.
Ability to take ownership, move with urgency, and adapt as needed.
Commercially minded with an understanding of account health, risk, and growth.
Proven track record of driving retention, expansion, and upsell.
Experience using modern tools, including AI, to improve job performance.
Comfort working in a high-growth environment with autonomy.

Nice To Haves

Bilingual in French and English.

Responsibilities

Build out the account management function, transforming the current approach into a full account management motion.
Create playbooks, templates, and processes for consistent and scalable account management.
Establish check-in rhythms to monitor account health, identify at-risk accounts, and address needs.
Define escalation procedures for at-risk accounts and complex client situations.
Set performance benchmarks, including participation rate targets, NPS benchmarks, implementation timelines, and product adoption goals.
Lead and develop a team of 4+ Account Managers.
Manage and coach the Account Manager team, running regular meetings and 1-on-1s.
Oversee team performance, jump in on complex implementations and client issues.
Recruit, onboard, and train new team members.
Set performance goals and conduct reviews for team members.
Own and manage a personal book of key employer clients.
Manage implementations, annual reviews, QBRs, and regular touchpoints for assigned accounts.
Drive participation rates, product adoption, and expansion opportunities within accounts.
Model the desired account management approach for the team.
Drive results across the portfolio, including increasing employee participation rates, improving client NPS and retention, driving adoption of financial planning services, and identifying expansion opportunities.
Partner with Sales for smooth client handoffs.