Vice President, Account Management

Celigo

8h•$100,000 - $200,000•Remote

About The Position

As VP, Account Management, you will own the strategy, performance, and culture of Celigo's Account Management organization. You will directly lead three Account Manager teams, each run by a Regional Director and be accountable for net revenue retention, expansion, and renewals across the full customer portfolio. Two teams are onshore and one offshore. This is a high-impact executive role at the intersection of revenue, customer outcomes, and organizational leadership. The right candidate brings Curiosity to customer problems, Velocity to commercial decisions, Vision to how the AM function evolves, and an Owner's Mindset to every outcome they touch. You will report directly to the Head of North America Sales and serve as a key voice on the go-to-market leadership team.

Requirements

7+ years in Account Management, Customer Success, or Sales — with at least 5+ years in a people-management role, including managing managers
Proven track record of owning net revenue retention, expansion ARR, and renewal targets in a B2B SaaS environment
Experience leading multi-team AM or CS organizations (3+ teams / 20+ ICs) in a high-growth SaaS company
Deep familiarity with the B2B SaaS customer lifecycle — from onboarding and adoption through renewal and expansion
Demonstrated success in building processes, playbooks, and operating cadences that measurably improve team performance
Experience managing deals that range from complex, multi-stakeholder buying committees
Curiosity: You seek out new information before it's required — about customers, market shifts, and the competitive landscape — and make the teams around you smarter for it
Vision: You see around corners — connecting your team's day-to-day renewal and expansion work to Celigo's long-term growth strategy — and shape priorities accordingly
Owner's Mindset: You treat Celigo's revenue and retention problems as your own; you invest beyond your job description when you see a gap and measure yourself by outcomes, not activity
Executive presence with the ability to influence at CxO level, both internally and with customers
Strong analytical skills — comfortable building and interpreting retention, expansion, and health dashboards
Excellent cross-functional collaborator who thrives in a matrixed, fast-moving environment
Builder's mentality — energized by creating structure and playbooks, not just inheriting them

Nice To Haves

Background in eCommerce, high-growth SaaS, or mid-market/enterprise customer segments is strongly preferred
Experience in integration, automation, or complex technical software is a significant plus

Responsibilities

Lead & Scale a High-Performing Organization: Directly manage three Account Manager teams (each led by a Regional Director or equivalent), spanning SMB, mid-market, and strategic segments. Set the organizational vision, operating model, and team culture for Account Management at Celigo. Hire, coach, and develop front-line managers and, in partnership with them, individual AMs across all three teams. Build and sustain a culture that rewards Curiosity, moves with Velocity, and holds itself to Outcomes — not simply activity. Design career pathing and enablement programs that develop each of the four attributes at every level of the AM org.
Own Revenue Outcomes: Carry the net revenue retention, expansion ARR, and renewal targets for the full AM portfolio. Build and execute against a rigorous forecast — providing accurate pipeline visibility to the CRO and Finance on a weekly basis. Identify and capitalize on expansion opportunities within existing accounts, partnering closely with Sales on upsell and cross-sell motions. Decide and move with incomplete information — you find the 80% solution, ship it, and iterate rather than waiting for certainty. Establish and track the leading indicators (usage, health scores, EBR completion, expansion pipeline) that predict retention and growth. Partner with Finance and Revenue Operations to model territory capacity, quota design, and commission structures.
Define How We Operate: Build and continuously refine playbooks, methodologies, and operating rhythms that scale as Celigo grows. Standardize account planning, QBR/EBR processes, and renewal workflows across all three teams. Use data and analytics to surface trends, risks, and greenfield opportunities at portfolio, team, and account level — and act on what you find without waiting to be asked. Own the AM tech stack (CRM hygiene, CS tooling, dashboards) in partnership with Revenue Operations. Contribute to Celigo's global AM strategy; anticipate second-order effects of decisions before they surface as problems.
Champion the Customer: Maintain executive-level relationships with Celigo's most strategic and at-risk accounts. Serve as the executive escalation point for complex commercial, technical, or relationship challenges. Ensure customers realize measurable, documented business value from the Celigo platform. Bring the voice of the customer into internal strategy conversations, from roadmap to packaging to pricing, investing beyond your immediate deliverable when you see a gap.
Partner Cross-Functionally: Collaborate with Sales leadership on account planning, territory design, and seamless handoffs from new-logo to AM. Partner with Customer Success, Professional Services, and Support to deliver an integrated post-sale customer experience. Work with Product and Engineering to channel customer feedback into roadmap discussions. Align with Marketing and Enablement on installed-base demand gen, content strategy, and AM skill-building programs.