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About the Role
This is a people-leadership role focused on managing and developing an account management team. You will own the team's playbooks, coaching, standards for retention and expansion, and reporting. The role offers a direct path to Head of Account Management as the customer base scales.
Responsibilities
- Manage, coach and develop a team of account managers responsible for retention and expansion across a startup and small-business book
- Build the account management playbook: segmentation, cadence, business reviews, escalation paths, and the definition of a healthy account
- Set and track team targets for gross retention and expansion revenue, and report results to the leadership team
- Partner with customer experience, activations and the go-to-market team to keep the post-sales motion coherent end to end
- Hire and onboard additional account managers as the team grows
- Bring outside best practice into a young organization that has not yet seen an account management team mature
Requirements
- 1-2+ years of direct people-management experience leading a team that carries retention, expansion or revenue targets
- Background in account management, customer success or customer support, with hands-on experience owning customer relationships before moving into leadership
- Experience inside an account management program you can describe in detail, including what made it work
- Strong coaching skills and a track record of raising the performance of the people you manage
- Comfortable operating in an early-stage environment where process is written rather than inherited
- High ownership, high agency and low ego
- Based in or relocating to New York and able to work onsite five days a week
Location
- New York, NY
Work Type
- Onsite
- 5 days per week
Experience Level
- 1-2+ years of direct people-management experience
Salary/Compensations
- $160K-$240K OTE
About the Company
- Our partner is a venture-backed Series A software company building the payroll and back-office platform that modern startups run on.
- The team is roughly 45 people in New York, growing quickly, and preparing its next round.
- Customers are startups and small businesses who depend on the product for something they cannot afford to get wrong, which makes the post-sales organization central to the business rather than an afterthought.