Managing Director, Account Management
About The Position
This role leads Syllo's account management function — responsible for net revenue retention, expansion ARR, and the health of relationships with our most strategic customers. You will build and lead the AM team, establish the playbooks for expansion selling and executive relationship management, and own the number that measures whether our customers stay and grow. Syllo's growth equation depends on compounding expansion ACV as much as new logo acquisition. The Managing Director of Account Management is the owner of that equation — accountable for identifying expansion opportunities, building champions, navigating renewal risk, and ensuring that every customer is positioned to grow into the full platform. We are looking for a leader who treats account management as a revenue discipline, not a service function. Someone who has built expansion playbooks, hired and developed AM talent, and held a team accountable to a net revenue retention number with the same rigor as a sales target.
Requirements
- Expansion revenue ownership: You have owned a net revenue retention or expansion ARR target — not managed accounts as a support function. You know the difference.
- Account management leadership: You have built and managed AM teams with clear quota structures, pipeline discipline, and coaching cadences.
- Executive relationship depth: You build relationships with General Counsel, CLO, and litigation leadership — not just operational contacts — and you sustain them through contract cycles.
- Renewal risk management: You identify at-risk accounts early, diagnose the root cause, and build a recovery plan before the conversation becomes a negotiation.
- Legal domain fluency: You understand how law firms and in-house legal departments evaluate, renew, and expand technology relationships — the internal politics, the budget cycle, and the procurement process.
- Commercial rigor: You apply the same qualification and inspection discipline to expansion opportunities that a strong AE applies to new logo deals.
- 8+ years of enterprise SaaS account management or customer success experience, including 3+ years in a leadership role.
- Demonstrated ownership of net revenue retention or expansion ARR targets at a high-growth B2B SaaS company.
- Track record of building expansion playbooks and managing AM teams with commercial accountability.
- Experience managing enterprise accounts at law firms or Fortune 500 legal departments is a strong advantage.
- Bachelor's degree required.
Nice To Haves
- MBA is a plus.
Responsibilities
- Own net revenue retention and expansion ARR: Set the target, build the forecast, and deliver the number. Expansion is a sales motion — run it like one.
- Build and lead the AM team: Hire and develop Account Managers with the commercial instincts and legal domain knowledge to operate at AmLaw 200 and Fortune 500 accounts.
- Define the expansion playbook: Establish the framework for identifying expansion signals, advancing champion relationships, navigating multi-stakeholder renewals, and closing upsell.
- Manage strategic accounts directly: Maintain executive relationships at the most complex accounts. Sponsor critical renewal and expansion conversations.
- Partner with CS and Sales: Align with Customer Success on health signals and adoption data, and with Sales on cross-sell motion into new practice groups or business units.
- Surface market intelligence: Your accounts are Syllo's closest signal on product gaps, competitive exposure, and category evolution. Bring that intelligence to the leadership team.
Benefits
- Medical, dental, vision, and voluntary insurance options.
- Vacation, sick leave, and paid holidays.
- Access to benefit counselors and fitness class reimbursements.
- Annual learning and development budget
- Real career growth in a fast-scaling organization.
- equity options
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What This Job Offers
Job Type
Full-time
Career Level
Manager
