Head of Account Management

Summary

Join a dynamic team transforming the dental industry through technology. As Director of Account Management, you'll lead the Account Management team, drive Net Revenue Retention and Gross Revenue Retention, and develop strategies to minimize churn.

Requirements

• 10+ years of experience in Account Management, General Management, Customer Success, or a related field, with at least 3-5 years in a leadership role
• Demonstrable record of driving NRR and GRR improvements
• Experience implementing and managing systems like Salesforce and Gainsight to streamline account management processes
• Strong leadership skills with experience managing and developing teams
• Excellent communication, problem-solving, and organizational skills
• Ability to thrive in a fast-paced environment and adapt to changing business needs
• Proven success in cross-functional collaboration, aligning teams toward shared customer and revenue goals

Responsibilities

• Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) through strategic account management and strong customer relationships
• Identify upsell and cross-sell opportunities, particularly within the multi-location and Super Solo customer segments , to increase customer lifetime value (CLTV) and revenue growth
• Develop and execute strategies to minimize churn
• Lead and mentor a high-performing team of Account Managers, providing guidance on customer engagement, account planning, and revenue growth strategies
• Establish key performance indicators (KPIs) for the team and track performance to ensure goals are consistently met or exceeded
• Manage and grow the enterprise customer segment, focusing on developing tailored strategies that meet the unique needs of larger accounts
• Build strong relationships with key enterprise stakeholders to drive long-term value, uncover growth opportunities, and deepen partnerships
• Lead efforts to enhance the enterprise customer experience, ensuring high satisfaction and retention
• Develop scalable processes for customer tracking, engagement, and retention efforts that can support SMB and enterprise-level clients through the implementation and optimization of tools like Salesforce and Gainsight to drive data-driven decision-making and improve visibility into customer health, risks, and opportunities
• Collaborate with Sales, Marketing, Product, RevOps, Enablement and Customer Success teams to ensure alignment on customer goals, challenges, and success metrics

Benefits

• Healthcare
• Dental
• Parental planning
• Mental health benefits
• 401(k) plan
• Paid time off