Director of Account Management

Mad Mobile Inc • Tampa, FL

1d • Onsite

About The Position

As the Director of Account Management Success, you will play a critical role in ensuring that our customers are happy, successful, and long-lasting, all while helping us continue to grow and expand.

The Director of Account Management will lead our customer success organization and be accountable for customer retention, satisfaction, and revenue expansion across the installed base. This role balances strategic customer advocacy and stewardship with quota-driven upsell, cross-sell, and renewal responsibilities. You will develop account plans, drive expansion revenue, and partner cross-functionally to ensure customers realize measurable value from our platform while growing customer lifetime value (CLTV). Your success will be measured by customer retention rates and customer satisfaction (CSAT).

Requirements

• Extensive leadership experience in customer success, account management, or sales within SaaS or hospitality/restaurant technology.
• Proven track record of selling into existing customers and meeting expansion/upsell quotas.
• Experience building, scaling, and managing customer success teams with measurable improvements in retention and expansion.
• Strong analytical skills and familiarity with customer success tools (Gainsight or similar), CRM (Salesforce preferred), and dashboards to track performance.
• Consultative selling skills with the ability to develop business cases, lead executive conversations, and close multi-location/enterprise upsells.
• Excellent communication skills and the ability to influence executives and cross-functional teams.
• Customer-centric mindset with the ability to proactively identify needs, solve problems, and align growth opportunities to customer goals.
• Experience negotiating contracts, pricing, and renewal terms; comfortable working with Legal and Finance to structure deals that preserve margin.
• Comfortable in a quota-driven environment and measured on revenue KPIs (ARR, expansion MRR, renewal rate).

Nice To Haves

• Background in hospitality or restaurant operations.
• Experience with enterprise pricing models and channel partnerships.
• Prior success in co-selling with field sales and scaling GTM motions.

Responsibilities

• Lead and execute the overall customer success and account management strategy to maximize customer value and revenue growth.
• Own expansion revenue targets (upsell, cross-sell, add-ons) and drive monthly reporting on ARR/expansion metrics.
• Define and implement scalable processes for onboarding, adoption, retention, and renewals.
• Develop customer success initiatives, metrics, and KPIs that improve the customer journey, drive both satisfaction and expansion opportunities.
• Build and execute strategic account plans that identify high-value growth use cases and convert them into measurable bookings.
• Deliver executive business reviews and ROI/value presentations to sponsor stakeholders to secure approvals for expansion.
• Manage a pipeline of expansion opportunities, forecast quarterly upsell bookings, and collaborate with Sales to close deals.
• Coach and lead the customer success team to act as trusted advisors and effective co-sellers with field sales on enterprise opportunities.
• Negotiate commercial terms for renewals and expansions in coordination with Sales Leadership and Legal, protecting both customer value and company margin.
• Partner with Product, Marketing, and Partnerships to convert roadmap and promotional initiatives into commercial outcomes.
• Track and optimize key metrics including expansion ARR, renewal rate, churn, CLTV, and average deal size.

Benefits

• 80% company-paid benefits for medical, dental, and vision sound for our employees who choose our HDHP plan
• We cover 75% of the family plan costs and we’ll even start you off right by giving you a $500 (prorated based on start date) for your HSA.
• We also have a very robust “buy-up” plan that is 60% covered by Mad Mobile.
• 401(k) and matching contribution (up to 4%, fully vested on day one).

What This Job Offers

• Job Type: Full-time
• Career Level: Director