Head of Account Management

Alex AI•San Francisco, CA

1d•$250,000 - $300,000•Onsite

About The Position

This is a founding leadership role at Alex, an AI recruiter company that has experienced rapid growth in new business. The company is seeking an individual to own the post-sale commercial aspect of the business. The role involves taking over a book of over 70 enterprise and staffing accounts, with a primary focus on net revenue retention. The successful candidate will be responsible for building a repeatable renewal and expansion motion, leading a team of strategic Account Managers, and re-chartering how they create value for key customers. This is a player-coach position where the individual will manage their own strategic expansions while simultaneously developing the team's playbook. The role reports to the CEO and is based in the San Francisco office.

Requirements

Proven experience owning a revenue number (ARR, NRR, GRR, renewals, expansion) at an enterprise SaaS company.
Experience managing Account Managers or Customer Success Managers who carry a quota.
Experience personally running six-figure renewals and expansion negotiations.
Rigor around metrics: ability to define NRR, defend crediting rules, and confidently discuss the number in challenging situations.
A builder mentality, with a desire to create a post-sales playbook rather than inherit one.
Credibility with both CHROs and daily users of the product (recruiters).
Driven by metrics and revenue.

Nice To Haves

Staffing, recruiting, or HR-tech experience is not necessary, but curiosity about the industry is valued.

Responsibilities

Own net revenue retention, including renewals, expansion, and churn across the entire book of business.
Set and defend the net revenue retention forecast, which will be used by leadership for planning.
Define, instrument in Salesforce, and own all post-sale metrics, including NRR, GRR, logo retention, and expansion booked.
Develop and manage the renewal engine, ensuring timely renewal plans, a save motion for at-risk accounts, and preventing surprise renewals or churn.
Drive the expansion motion by forecasting plans on accounts with significant headroom and identifying upsell triggers based on usage data.
Build a repeatable playbook for RPO client activation, enabling RPO recruiters to gain capacity and their clients to become candidates for Alex.
Lead and develop the Account Management team by rebalancing books, setting account plan and QBR standards, shaping AM compensation and performance plans, and hiring as the motion scales.
Focus on commercial conversations and protect the team's time from technical support or implementation work, as this is handled by Forward-Deployed Engineers.