Director of Account Management

Visit.org • New York, NY

1d • Remote

About The Position

Visit.org is seeking a passionate, results-driven Director of Account Management to take full ownership of our Customer Success function. You will lead and develop the team responsible for driving retention, expansion, and NRR growth across our corporate partner base, ensuring partners are actively engaged, fully utilizing their programs and services, and achieving their employee engagement and social impact goals in the CSR and employee engagement space. This role spans team leadership, commercial accountability, and hands-on executive relationship management across our largest and most strategic enterprise accounts. The right candidate brings a builder's mentality, strong commercial instincts, and the energy to thrive in a fast-moving startup environment, all anchored by a genuine passion for our mission.

Requirements

• 8+ years of B2B SaaS account management or customer success experience, with a strong track record managing large, complex enterprise relationships across multi-threaded stakeholder environments and matrixed buying organizations
• Deep familiarity with the corporate social responsibility (CSR), ESG, or employee engagement landscape, including an understanding of how Fortune 500 and large customer organizations structure, fund, and prioritize their social impact programs. Experience working with or selling into CSR, HR, or Sustainability leaders is strongly preferred
• 3+ years leading and developing high-performing, client-facing CS or AM teams with a clear track record of building culture, driving accountability, and scaling team performance
• Executive presence and superior communication skills, with a proven ability to navigate high-stakes client situations, executive escalations, and strategic negotiations at the C-suite and VP level
• Demonstrated success growing enterprise accounts through expansion, cross-sell, and net-new departmental engagement with a strong command of NRR, retention metrics, and contract value growth
• Strong, proven partnership with Sales working in lockstep on renewal strategy, expansion pipeline, and handoffs that protect and accelerate revenue
• Highly data-driven, able to interpret performance metrics, build reporting frameworks, surface risk indicators early, and translate insights into clear action plans for the team
• Strong internal influence skills, able to represent the voice of the customer cross-functionally with Product, Marketing, and Operations to drive meaningful improvements
• Sharp problem-solver who can break down ambiguity into scalable processes and actionable team playbooks
• Passion for our mission and a genuine belief that technology can be a force for meaningful social impact

Responsibilities

• Own the performance and development of the Customer Success team, setting clear expectations, conducting regular coaching and performance reviews, and building long-term capability across the team
• Define and own key CS/AM metrics, including NRR, retention, utilization, and renewal rates, establishing targets, tracking performance, and holding the team accountable to outcomes
• Report directly to senior leadership on team performance, account health, pipeline risk, and strategic priorities, bringing clear visibility and proactive recommendations to every conversation
• Lead the development and continuous improvement of CS playbooks, account management methodologies, and operational frameworks that drive consistency, execution quality, and scalability across the team
• Guide and coach CSMs through complex enterprise accounts, helping the team navigate multi-threaded stakeholder environments, high-stakes renewals, escalations, and strategic negotiations
• Oversee strategic account management across the enterprise portfolio, applying a strong understanding of CSR priorities and corporate partner goals to drive growth, renewal success, and maximum utilization
• Drive customer retention and expansion through proactive account strategy, executive-level engagement, and tight cross-functional alignment
• Serve as a strategic liaison between Customer Success and Sales, Product, Marketing, Supply, Content, and Operations, ensuring the voice of the customer shapes internal decisions and priorities
• Develop reporting infrastructure and operational visibility tools that improve forecasting accuracy, account governance, and leadership decision-making

Benefits

• Competitive salary
• Health benefits
• Dental
• Vision
• Unlimited PTO
• Holiday
• Birthday off
• Unlimited Social Impact Time Off (SITO)
• A company-wide annual paid holiday break between Christmas and New Year’s Eve to rest and recharge
• Mission-aligned company events/volunteering
• Inclusive, exciting start-up culture
• Accelerated career & personal growth
• Culture Club
• Bonus
• Equity

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed