Director, Account Management

Summary

Join Zappi as a revenue-centric, consultative Account Manager to cultivate and expand enterprise customer relationships. Drive adoption of Zappi's agile research solutions, demonstrating the value of persistent audience insights to help customers make better business decisions. Focus on year-over-year growth, expansion of enterprise accounts, and maximizing customer lifetime value. Responsibilities include account expansion and growth, renewals management and retention, and customer engagement and advocacy. The ideal candidate will have significant enterprise SaaS selling experience, market research industry experience, and strong consultative sales skills. Zappi offers a competitive compensation package, unlimited holidays, flexible working arrangements, and various other benefits.

Requirements

• Significant enterprise SaaS selling experience, with a track record of driving contract expansion within complex organizations
• Experience in the market research industry or selling market research solutions
• Strong consultative sales skills, with the ability to align solutions to customer personas and business objectives
• Apply MEDDIC qualification principles to strengthen renewals and upsell opportunities, ensuring alignment with economic buyers, decision criteria, and procurement processes
• Maintain impeccable Salesforce hygiene, tracking renewal timelines, forecast categories, and pipeline accuracy
• Demonstrated ability to drive YOY growth through account expansion and retention strategies
• Excellent negotiation skills, capable of structuring enterprise contracts that drive customer value and financial growth for Zappi
• Ability to manage relationships across multiple teams across complex large enterprise organizations with constantly changing priorities
• Strong grasp of budget cycles, procurement processes, and brand-based buying centers
• High proficiency in forecasting, pipeline management, and Salesforce best practices
• Proactive approach, and ability to challenge industry norms and incumbents
• Willingness to travel for customer meetings and internal events, both in the US and internationally as needed

Responsibilities

• Account Expansion & Growth
• Cultivate and retain relationships with senior stakeholders within a set portfolio of accounts
• Identify new areas of growth within an organization. Growth can be defined (but not limited to) increasing existing user base, upselling to premium solutions, driving adoption within new business units and users, and cross-selling new solutions to existing users
• Conduct in-depth discovery to understand customer innovation, advertising, and insights processes, ensuring Zappi solutions align with their strategic needs
• Leverage a consultative selling approach to develop research programs and enterprise agreements that deliver value to both Zappi and the customer
• Navigate complex enterprise organizations, working with multiple stakeholders including COEs, budget holders, senior marketers, and product leaders
• Renewals Management & Retention
• Own and manage the renewal bookings target and partner with Customer Success to achieve high Gross Bookings Retention (GBR) and Net Bookings Retention (NBR)
• Execute a structured renewals playbook, beginning renewal discussions at least 120 days in advance to maximize retention and upsell opportunities
• Maximize renewal to drive YOY growth and secure long term, upfront, and early commitments within the customer base
• Customer Engagement & Advocacy
• Act as a strategic partner, driving long-term relationships and advocating for customers’ success with Zappi
• Conduct multiple client-facing meetings per week, ensuring consistent engagement across all levels of the organization
• Collaborate cross-functionally with Customer Success, Customer Expertise, Sales Strategy, and Marketing to enhance customer satisfaction and adoption
• Provide clear forecasting, status updates, and strategic insights to internal teams to ensure renewal and expansion success

Benefits

• $200K - $225K on target earnings (60/40 split) per annum. Salaries are benchmarked annually
• Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
• One company-paid mental health day of rest every quarter (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate
• Wellbeing benefits and access to trained therapists / counselors
• Company paid Life, AD&D, Short term & Long term disability
• Immediate access to Zappi's Health, Dental and Vision Insurance Plan
• Option to enter Zappi's 401k program after 90 days of employment, matched up to 4%
• Tailored personal development through training allowances, coaching, mentorship and career frameworks