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About the Role
Front is seeking a Director, Account Management to lead and scale the Account Management team. This leader will be responsible for existing customer expansion, renewals, and overall account health for high-value customers. The role involves building a high-performing team, refining post-sales strategy, and cross-functional collaboration to deliver a best-in-class customer experience.
Responsibilities
- Develop the future structure of the Existing Business team, introducing Account Teams composed of Account Managers and Customer Success Managers.
- Lead and develop a high-performing AM team, coaching them on customer outcomes and business growth.
- Coach AMs to identify and develop strategies for customer expansion within their account portfolios.
- Partner with CRO and VP of Sales Manager to define team KPIs, roles, responsibilities, success metrics, and operating rhythms.
- Collaborate with Sales, Finance, Legal, and Revenue Operations to ensure seamless customer experiences.
- Take accountability for renewals, expansion, customer satisfaction, and commercial success across the team.
Requirements
- 4-6 years of experience leading Account Management, Sales, or Renewals teams in SaaS.
- Proven experience developing and leading AM functions, understanding foundational elements.
- Experience leading a team focused on AM motions, including Enterprise level renewal negotiation, upselling, cross-selling, and handling customer escalations.
- Strong coaching and people leadership skills, with experience in talent development, feedback delivery, and fostering a culture of accountability and growth.
- Strategic and execution-oriented, capable of big-picture thinking and hands-on process building.
- Data-driven mindset, utilizing metrics and customer insights for decision-making.
- Excellent collaboration skills, with a history of partnering with Sales, Product, and CS teams.
- Experience with support or CX platforms (Nice to Have).
- Familiarity with usage-based or product-led growth models (Nice to Have).
- Background working with mid-market and enterprise customers (Nice to Have).
Skills
- Account Management
- Sales
- Renewals
- SaaS
- Team Leadership
- Customer Expansion
- Negotiation
- Upselling
- Cross-selling
- Customer Escalations
- Coaching
- People Management
- Strategic Planning
- Execution
- Data Analysis
- Collaboration
- Support Platforms
- CX Platforms
- Usage-based Models
- Product-led Growth
- Mid-market Customer Management
- Enterprise Customer Management
Location
- Hybrid
Work Type
- Hybrid
- Remote
Experience Level
- Director
Benefits
- Competitive salary
- Equity
- Private health insurance with no-cost plan options
- Paid parental leave
- Flexible time off policy
- Flexibility to work from home Monday and Friday
- Mental health support
- Family planning support
- Monthly Lifestyle Stipend
- Wellness Days
- Winter Break
About the Company
- Front is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection.
- Front handles the coordination and context behind complex B2B customer relationships.
- Over 9,000 companies, including Uber Freight, Navan, and Stripe, rely on Front.
- Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M.
- Front has received numerous Great Place to Work accolades, including Built In's 100 Best Midsize Places to Work in SF 2025, Top Places to Work by USA Today 2025, Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™, Inc. Magazine's 2022 Best Workplaces list, and Forbes Best Startup Employers 2022 List.
Equal Opportunity
- Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.