Director, Global Account Management

Loadsmart•Chicago / Remote, IL

20h•Hybrid

About The Position

Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)! We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less. With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork. We are seeking an experienced and strategic Director of Global Account Management to lead and grow our Account Management Team and portfolio of key enterprise clients across global markets. Reporting to the SVP of Customer Experience, this role is responsible for building and scaling a high-performing global account management organization, driving revenue retention, expansion growth, and serving as the executive voice for our customer relationships.

Requirements

8+ years of experience in account management, customer success, or enterprise sales, with at least 4 years in a leadership role managing global or multi-regional teams.
Proven track record of meeting or exceeding NRR, retention, and expansion targets in a fast-moving startup environment
Strong executive presence with demonstrated ability to build and sustain C-suite relationships.
Experience working with large, complex enterprise accounts across multiple industries and geographies.
Excellent cross-functional collaboration skills, comfortable influencing without authority across Sales, Product, Marketing and Operations.
Data-driven mindset with proficiency in CRM platforms (Salesforce preferred) and experience using analytics to drive decisions.
Outstanding communication, negotiation, and presentation skills.
Ability to travel internationally as required (up to 20%).
Applicants must be currently authorized to work in the United States on a full-time basis. Loadsmart will not sponsor applicants for work visas.

Nice To Haves

Experience in logistics or global supply chain is a strong plus.

Responsibilities

Lead, mentor, and develop a team of regional and senior account managers across multiple geographies, fostering a culture of accountability, customer obsession, and continuous growth.
Own the global account management strategy, including retention targets, net revenue retention (NRR), upsell/cross-sell playbooks, rules of engagement with Sales and executive relationship programs.
Serve as an executive sponsor for a defined set of strategic global accounts, building deep C-suite and VP-level relationships in partnership with Sales.
Partner closely with Sales, Product, and Marketing to ensure a seamless customer journey from initial sale through renewal and expansion.
Develop and implement scalable processes, tools, and frameworks that improve account health, increase customer lifetime value, and reduce churn.
Analyze account performance data and market trends to inform strategy, identify risks early, and surface growth opportunities.
Collaborate with regional leaders to ensure consistent execution of account management practices across diverse global markets and customer segments.
Represent the voice of the customer internally, advocating for product improvements and service enhancements based on client feedback.
Build and present regular business reviews (QBRs/EBRs) at the executive level, both internally and with key client stakeholders.
Drive forecasting accuracy and pipeline visibility for renewal and expansion revenue.