Director of Account Management

Summary

Join Human Interest, a high-growth tech company revolutionizing the retirement industry, as the Director of Account Management. This strategic role focuses on long-term client growth and success, requiring the development and implementation of account management frameworks, scalable upselling processes, and cross-functional collaboration. You will leverage data-driven insights to predict churn and optimize client health, while also evolving the account management function as the company scales. The ideal candidate possesses extensive experience leading customer-facing teams in SaaS or technology, a proven track record of driving customer retention and satisfaction, and strong strategic planning and communication skills. Human Interest offers a competitive compensation package, comprehensive benefits, and a collaborative, mission-driven work environment.

Requirements

• 5+ years of experience leading customer-facing teams such as account management, customer success, or sales
• Proven track record of driving customer retention, and satisfaction, in a SaaS or technology environment
• Experience building and scaling high-performing teams through periods of rapid growth
• Strong ability to develop strategic account plans and processes that drive measurable results
• Experience implementing systems and tools to track customer health and team performance
• Exceptional communication and relationship-building skills with both clients and internal stakeholders
• Data-driven approach to decision-making and performance management

Responsibilities

• Direct a high-performing account management team that drives client retention and expansion
• Develop and implement strategic account management frameworks with clear KPIs and playbooks for different client segments
• Create scalable processes to identify upsell opportunities while maintaining exceptional client experiences
• Partner cross-functionally with Product, Operations, and Sales to ensure seamless client journeys
• Implement data-driven approaches to track client health, predict churn, and develop proactive intervention strategies
• Oversee quarterly business reviews with key clients to strengthen relationships and demonstrate ROI
• Drive the evolution of our account management function as the company scales
• Serve as an escalation point for complex client issues requiring executive attention

Preferred Qualifications

• Experience with retirement plans, 401(k) administration, or benefits management
• Familiarity with financial regulations in the retirement industry
• Track record of implementing effective customer health scoring models
• Experience scaling a customer success function from startup to growth stage
• Background in consultative selling or solution-based account management
• Proficiency with Salesforce or similar CRM platforms
• Proven ability to influence product roadmap based on customer feedback
• Experience managing both remote and in-office teams

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Generous PTO and parental leave policies
• Addition Wealth - Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra - Enhanced Mental Health Support for Employees and dependents
• Carrot - Fertility healthcare and family forming benefits
• Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
• Fun online and regional events and celebrations and department and company offsites
• The vast majority of our positions can be 100% remote