Director, Relationship Management
About The Position
The Director of Account Management role is strategic in nature, focusing on long-term growth and client success. Key responsibilities include developing and implementing strategic account management frameworks, creating scalable processes for upselling, and fostering cross-functional collaboration. The role also emphasizes a data-driven approach to client management, using insights to predict churn and optimize client health. Additionally, the Director will play a key role in evolving the account management function as the company grows, highlighting the importance of strategic planning and adaptability in this position. The Account Management team at Human Interest sits at the intersection of customer success, product adoption, and revenue growth. As the voice of our clients internally and the face of our company externally, this passionate team of relationship builders ensures that our clients receive exceptional value from our retirement platform. Operating with a consultative approach, they help employers and their employees maximize the benefits of our 401(k) solutions while driving retention and expansion. As we continue to scale, we're looking for a strategic leader who can maintain our high-touch service model while implementing the systems and processes needed to support our ambitious growth goals.
Requirements
- 5+ years of experience leading customer-facing teams such as account management, customer success, or sales
- Proven track record of driving customer retention, and satisfaction, in a SaaS or technology environment
- Experience building and scaling high-performing teams through periods of rapid growth
- Strong ability to develop strategic account plans and processes that drive measurable results
- Experience implementing systems and tools to track customer health and team performance
- Exceptional communication and relationship-building skills with both clients and internal stakeholders
- Data-driven approach to decision-making and performance management
Nice To Haves
- Experience with retirement plans, 401(k) administration, or benefits management
- Familiarity with financial regulations in the retirement industry
- Track record of implementing effective customer health scoring models
- Experience scaling a customer success function from startup to growth stage
- Background in consultative selling or solution-based account management
- Proficiency with Salesforce or similar CRM platforms
- Proven ability to influence product roadmap based on customer feedback
- Experience managing both remote and in-office teams
Responsibilities
- Direct a high-performing account management team that drives client retention and expansion
- Develop and implement strategic account management frameworks with clear KPIs and playbooks for different client segments
- Create scalable processes to identify upsell opportunities while maintaining exceptional client experiences
- Partner cross-functionally with Product, Operations, and Sales to ensure seamless client journeys
- Implement data-driven approaches to track client health, predict churn, and develop proactive intervention strategies
- Oversee quarterly business reviews with key clients to strengthen relationships and demonstrate ROI
- Drive the evolution of our account management function as the company scales
- Serve as an escalation point for complex client issues requiring executive attention
Benefits
- 401(k) plan with dollar-for-dollar employer match up to 4% of compensation (immediately vested)
- Top-of-the-line health plans, as well as dental and vision insurance
- Competitive time off and parental leave
- Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
- Enhanced Mental Health Support for Employees and dependents (Lyra)
- Fertility healthcare and family forming benefits (Carrot)
- Student loan resource to help you and your family plan, borrow, and repay student debt (Candidly)
- Monthly work-from-home stipend
- Quarterly lifestyle stipend
- Engaging team-building experiences, ranging from virtual social events to team offsites
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
