Thatch
Director of Account Management
Remote (US) · Director
Sponsorship not specifiedDetected 22 hours ago
Stakeholder ManagementAccount ManagementPerformance ManagementCustomer SuccessLeadershipCommunicationMentoringPublic Speaking
About the role
- The Director of Account Management will play a critical role in helping us achieve that goal.
- This is a highly visible leadership role responsible for guiding the Account Management team and helping shape the future of the function at Thatch.
- Key accountabilities include retention, expansion, and customer satisfaction across our mid-market and enterprise customer segments.
Responsibilities
- Lead, coach, and develop a team of Account Managers, creating accountability around performance, customer outcomes, and team development while fostering a high-performing, customer-centric culture.
- Design and implement scalable customer programs, operating processes, and team workflows that improve customer experience, increase efficiency, and support long-term retention and growth.
- Identify, implement, and optimize the tooling, processes, and data infrastructure that help AMs work more efficiently and at greater scale - ensuring the team has the right leverage to serve a growing customer base without proportionally growing headcount.
- Serve as the primary escalation point for complex customer situations, partnering cross-functionally with Product, Operations, Support, and Leadership to drive resolution and improve underlying processes.
- Partner with Sales teams on strategic opportunities, including finalist presentations, references, executive relationship-building, and handoff from Account Executives.
- Strong operational and analytical skills, with a track record of building scalable processes, programs, and systems that improve customer and team outcomes.
- Exceptional communication, presentation, and stakeholder management skills, with the ability to influence cross-functional partners and senior leaders.
Requirements
- 7+ years of experience in customer success, account management, implementation, consulting, or a related customer-facing function, including experience managing and developing high-performing teams.
Benefits
- Familiarity with CRMs and customer success platforms and a track record of using tooling and data to drive team efficiency and customer health.
Company info
- This role is ideal for someone who loves developing people, driving strategy, and building the operational foundation that helps a high-growth company scale.
- Define and evolve the Thatch service model in partnership with CS leadership, including staffing models, customer tiering, value-delivery frameworks, and how we communicate our service offering to customers and prospects.
- Background we're looking for
This listing is sourced directly from Thatch's careers page and normalized into a canonical job model.