Director, Client Management
About The Position
As the Director of Client Management, you will lead a high-performing team of Strategic Account Managers tasked with managing and growing our growth-accounts portfolio. You will be a key driver of revenue expansion, contract renewals, executive-alignment, and client satisfaction (NPS) across our enterprise clients. You bring strategic thinking, commercial acumen in SaaS/account leadership, and a track record of building teams and relationships that scale. This is a hybrid role which requires at least 3 days a week onsite in our (brand new!) Framingham, MA office Applicants must have valid permanent work authorization in the U.S. (e.g., U.S. citizen, permanent resident). We are unable to offer visa sponsorship for this role.
Requirements
- An experienced leader and strategist working with Fortune 1000 companies who has a track record of navigating complex organizational structures and developing senior stakeholder relationships, ideally within the SaaS, HR technology or employee engagement solutions.
- Minimum 10+ years’ experience in enterprise client management, account strategy or sales leadership.
- Demonstrated track record managing multi-million-dollar contracts, driving revenue growth, and delivering on retention and expansion metrics.
- Proven leadership capability: hiring, developing, coaching teams and driving a performance culture.
- Exceptional communication, negotiation and relationship-building skills.
- Strategic thinker with a data-driven approach to decision-making and forecasting.
- Comfortable using tools like Salesforce, Microsoft Office Suite (and familiarity with Co-Pilot or equivalent AI-enabled tools preferred).
- Bachelor’s degree required; MBA or advanced degree preferred
Responsibilities
- Lead, coach and develop the Strategic Account Management team—cultivating a culture grounded in growth, retention, client success and executive engagement.
- Define and execute professional development plans and succession strategies to ensure bench strength and talent growth.
- Own the growth strategy for each account: upsell, cross-sell, renewal initiatives and a clear, actionable growth roadmap per client.
- Build and deepen relationships at C-suite and senior stakeholder levels across client organizations, becoming a trusted advisor.
- Drive revenue growth through strategic account planning, execution, forecasting and reporting (including monitoring renewal pipelines and at-risk accounts).
- Lead contract negotiations and renewals with strategic customers in close partnership with Sales, Legal and Commercial teams.
- Partner with Product, Marketing and Customer Success to align on client needs, strategic initiatives and innovation.
- Serve as the client voice within Workhuman—feeding insights into product development, service delivery, and process enhancement.
- Establish, refine and standardize best-in-class processes for account management reporting, forecasting and operations.
- Ensure consistent delivery of value and measurable outcomes for clients; champion continuous improvement and innovation across the team.
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What This Job Offers
Job Type
Full-time
Career Level
Director
