Director of Account Management
About The Position
Canopy is a fast-growing SaaS company building software for accounting firms. The Director of Account Management will build and lead the next evolution of Canopy’s customer-facing organization, continuing to develop the Account Management function, define processes, shape the customer journey, and scale a high-performing team. The role is responsible for retention, expansion, customer health, and exceptional client experiences. The Director will establish strategy and operating processes, partner across teams to help customers realize value from Canopy’s Practice Management Suite, and use AI-driven workflows to improve efficiency, predict customer needs, and elevate account performance. This is a hybrid position in Draper, Utah, with in-office work on Monday, Wednesday, and Friday.
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 leverage 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 and 10 company holidays.
- Medical, dental, and vision benefits, including an HSA match.
- 401(k) plan with a 100% match on up to 3% of the employee’s contribution; immediate eligibility and 100% vesting.
- Access to Impact Suite and an Employee Assistance Program.
- 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.
- ERG committees supporting continuing education, community outreach, recruiting, and onboarding.
- Fully stocked kitchen.
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What This Job Offers
Job Type
Full-time
Career Level
Director
