Director, Account Management

ServiceTrade • Durham, NC

15h • Hybrid

About The Position

ServiceTrade is seeking a Director, Account Management to lead and scale the daily execution of its Account Management organization, including Corporate and Emerging Account Managers. Reporting to and working closely with the VP, Account Management, this leader will provide frontline feedback to inform growth strategies while driving customer retention and net revenue expansion.

The Director will implement operational tactics for customer growth and renewals, establish metrics and playbooks for high-touch and scaled/tech-touch account management models, and lead key client relationships. The role partners across Sales, Customer Success, Customer Support, Professional Services, Sales Operations, Product Management, and Marketing to drive predictable ARR growth and a strong customer expansion engine.

ServiceTrade provides field service management software to commercial fire protection and mechanical service contractors. The company describes its environment as a growing business that gives employees meaningful responsibility and encourages calculated risks, experimentation, learning, and customer impact. This role requires travel as needed for strategic customer visits and team engagements, estimated at approximately 15–25%.

Requirements

• B.A. or B.S. degree.
• At least 8 years of SaaS Account Management or Customer Success/Sales experience.
• At least 3 years of direct people management experience leading revenue-generating teams.
• Proven experience managing both high-touch and scaled/tech-touch Account Management models.
• Track record of consistently meeting or exceeding team expansion ARR, renewal, and retention quotas.
• Deep understanding of SaaS business models, customer metrics including GRR, NRR, CAC, and LTV, and commercial negotiation dynamics.
• Exceptional executive presence and strong oral, written, presentation, and interpersonal communication skills.
• Strong analytical skills and ability to use data, metrics, and forecasts to guide operational decisions.
• Ability to build strong cross-functional relationships across Sales, Product, Marketing, and Operations.
• Proficiency with SFDC, Gong, Chilipiper, Google Workspace, and modern CS/Sales enablement tools.
• Willingness to travel as needed for strategic customer visits and team engagements, approximately 15–25%.

Responsibilities

• Recruit, hire, coach, and retain talent across the Corporate Account Management and Emerging Account Management teams.
• Establish team KPIs, quotas, performance standards, and career development paths.
• Coach team members on pipeline management, contract negotiation, account planning, and executive presentation skills.
• Promote engagement, accountability, and a high-performance culture aligned with ServiceTrade’s core values.
• Set the strategy to maximize net revenue retention, minimize churn, and drive expansion ARR across customer tiers.
• Design and execute engagement playbooks for Corporate Account Managers, including high- and low-touch accounts, and Emerging Account Managers using scaled, tech-enabled coverage.
• Join Account Managers in engaging key client stakeholders during critical contract negotiations, complex renewals, and account turnaround efforts.
• Monitor early-warning indicators for at-risk accounts and coordinate save plans with cross-functional partners.
• Maintain accurate sales and renewal forecasts in SFDC and provide executive leadership with visibility into ARR, churn, and expansion.
• Define and refine account management processes, including Executive Business Reviews, value realization frameworks, and upsell methodologies.
• Partner with Customer Success, Professional Services, Customer Support, Product Management, Marketing, and Sales to support a seamless customer journey.
• Translate customer insights and market feedback into recommendations for Product Management and Marketing that support adoption and expansion.
• Align with Sales leadership on customer handoffs and expansion opportunities to maximize customer lifetime value.

Benefits

• Medical insurance through Cigna, with PPO and HDHP options, including a Health Savings Account with company contributions.
• Dental and vision insurance through Unum.
• Flexible Spending Account and Dependent Care Account.
• Company-paid life insurance, short-term disability, and long-term disability.
• Voluntary supplemental life, critical illness, accident, and pet insurance.
• 401(k) with up to 3% employer match and no vesting period.
• Flexible PTO policy.
• 10 company holidays.
• Parental leave.
• Paid time off for volunteering.
• Employee reimbursement program for well-being, technology, and/or professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Director