Director of Account Management
About The Position
Canopy is hiring a Director of Account Management to build and lead its customer-facing Account Management organization. The role will continue to develop the Account Management function, establish processes, shape the customer journey, and scale a high-performing team. Account Management supports customers in realizing the value of Canopy’s Practice Management Suite, with responsibility for retention, expansion, customer health, and client experience. The position is hybrid in Draper, Utah, with in-office work on Monday, Wednesday, and Friday. The Director will establish the team’s strategy and operating model, develop data-driven approaches to customer health and growth, and use AI-driven workflows to improve forecasting, insights, efficiency, and communications. The role works closely with Sales, Product, Support, Marketing, and RevOps, while meeting with strategic customers and developing team training, playbooks, and onboarding programs.
Requirements
- At least 8 years of experience in Account Management or Sales in a B2B SaaS environment.
- At least 5 years of experience leading Account Management or Sales teams.
- Strong understanding of SaaS customer lifecycles, renewal and expansion motions, and account health measurement.
- Proven experience owning retention, churn mitigation, and expansion targets.
- Ability to use AI tools for forecasting, insights, automation, and communication augmentation to enhance team performance.
- Excellent leadership, coaching, and people development skills.
- Strong strategic thinking, operational rigor, and a bias toward action.
- Exceptional communication and relationship-building abilities.
- Bachelor’s degree or equivalent experience.
Nice To Haves
- Experience building an Account Management team from scratch.
- Experience working with accounting, fintech, or workflow automation products.
- Experience leading teams through rapid scale or high-growth environments.
Responsibilities
- Build, lead, mentor, and scale the Account Management team.
- Establish the Account Management strategy, including customer segmentation, engagement models, renewal and expansion motions, and success metrics.
- Own customer retention and expansion outcomes, partnering with Sales, Product, Support, and Marketing to deliver a seamless customer experience.
- Develop data-driven processes to monitor account health, anticipate risks, and identify growth opportunities.
- Implement and optimize AI-driven workflows to improve forecasting, customer insights, team efficiency, and communication quality.
- Meet regularly with strategic accounts to understand goals, deepen relationships, and drive continued product adoption.
- Collaborate cross-functionally to advocate for customer needs and inform product roadmap priorities.
- Work with RevOps to build reporting, dashboards, and forecasting models to track team performance and KPIs.
- Create training, playbooks, and onboarding programs to support Account Management team growth and quality.
- Establish a culture of accountability, continuous improvement, and excellent customer stewardship.
Benefits
- Flexible paid time off, encouraged for use, plus 10 company holidays.
- Medical, dental, and vision benefits, including an HSA match.
- 401(k) match of 100% up to 3% of the employee’s contribution, with immediate eligibility and 100% vesting.
- Access to Impact Suite and an Employee Assistance Program (EAP).
- Paid New Parent Leave and Birthing Parent Leave.
- Company-paid basic life and AD&D insurance, and long- and short-term disability coverage.
- Nectar peer-to-peer recognition program.
- Company events, including monthly company-wide meetings and summer parties.
- Employee resource group committees supporting continuing education, community outreach, recruiting, onboarding, and more.
- Fully stocked kitchen.
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What This Job Offers
Job Type
Full-time
Career Level
Director
