Director of Relationship Management

Foxen•Columbus, OH

2d•Onsite

About The Position

Foxen advances financial wellness through multi-family real estate. Founded in 2018 and headquartered in Columbus, Ohio, we provide a platform of compliance solutions for multifamily property owners, operators and residents. We’ve built a profitable, growing business in a challenging market. Customers stay and expand with us. Our product portfolio continues to deepen. And we still have significant room to grow. That kind of momentum requires something specific from the people who work here: high standards, a builder’s mindset and ambition without ego. Foxen isn’t for everyone. But for the people it’s for, it’s a supportive place to grow. The Director of Relationship Management is responsible for the overall success of Foxen's Emerging Markets customer segment, leading the strategy, performance, and the development of the Relationship Management team while driving customer retention, expansion, operational excellence, and long-term growth. This leader will develop and coach a team of Relationship Managers responsible for a growing portfolio of customers, establishing best practices around customer engagement, strategic account planning, cross-sell execution, and renewal management. The Director will build scalable processes that support Foxen's continued growth while maintaining a customer-first culture focused on delivering measurable business outcomes. In addition to leading the team, the Director may directly manage a small portfolio of strategic customer relationships. This individual will serve as an executive sponsor for key accounts, providing strategic guidance while remaining closely connected to evolving customer needs and market trends.

Requirements

Bachelor's degree or equivalent professional experience required.
7–10+ years of experience in Account Management, Customer Success, Relationship Management, or SaaS Sales.
3+ years leading and developing customer-facing teams preferred.
Proven success leading teams responsible for customer retention, expansion, and revenue growth.
Strong leadership, communication, analytical, and cross-functional collaboration skills.
Comfortable operating in a fast-paced, high-growth environment.

Responsibilities

Lead, coach, and develop a high-performing team of Relationship Managers while fostering a culture of accountability, customer advocacy, and continuous improvement.
Own the overall health and performance of the Emerging Markets portfolio, including customer retention, expansion revenue, renewals, cross-sell, and long-term account growth.
Develop and execute scalable account management strategies, including strategic business reviews, customer success playbooks, forecasting, and performance reporting.
Partner with Relationship Managers on strategic customer engagements, executive escalations, renewals, cross-sell opportunities, and maintain a limited portfolio of key customer relationships as needed.
Collaborate closely with Sales, Implementation, Product, Operations, Marketing, and Executive Leadership to improve the customer experience, influence product direction, and support Foxen's growth initiatives.
Recruit, develop, and retain top talent while continuously improving team processes, operational efficiency, and overall business performance.