Senior Director of Account Management

Summary

Join PandaDoc as the Acting Senior Director of Account Management for a temporary leadership role covering maternity leave. Lead and mentor a global team of account managers, driving expansion sales, uncovering new revenue opportunities, and reducing churn for top-tier customers. Develop and implement strategies to optimize account retention and growth, leveraging data and collaborating with cross-functional teams. You will manage team financials, reporting key metrics to executive leadership. This role requires 10+ years of experience in sales or account management within SaaS, leading global teams and exceeding quotas. PandaDoc offers competitive compensation, a remote-first work environment, and opportunities for professional growth.

Requirements

• Bring 10+ years of experience in sales or account management, with a proven track record exceeding quota in leading global teams in the SaaS space
• Thrive in fast-paced, high-growth environments
• Create structure and predictability to find your path to quota
• Excel at using data to make informed decisions
• Be familiar with systems like Salesforce, SalesLoft, Gong, and Catalyst and leverage them to track performance and optimize results
• Have deep expertise in customer retention and account expansion strategies
• Possess an understanding of the software sales lifecycle and post-sales processes that enables you to drive growth and mitigate churn
• Be skilled at collaborating with cross-functional teams and have a talent for influencing key stakeholders at all levels of the organization
• Possess exceptional leadership and communication skills, with the ability to inspire teams, manage relationships, and influence outcomes
• Have emotional intelligence that allows you to navigate complex situations with ease
• Have experience managing global accounts and understand the nuances of working with customers across different regions, including North America, EMEA and APAC

Responsibilities

• Manage and mentor a global team of Managers and individual contributors empowering them to exceed targets and deliver outstanding value to our top 15% of customers
• Foster a culture of results, accountability, and customer-centricity
• Actively engage in high-priority expansion and renewal conversations, partnering with account managers to help drive successful outcomes
• Develop strategies to increase account growth and ensure seamless renewals across our global customer base
• Create and execute robust strategies to improve customer retention, expand relationships, and drive revenue within existing accounts
• Drive predictability and rigor to address potential churn and capitalize on opportunities to up-sell and cross-sell
• Implement scalable processes, tools, and workflows to streamline global account management
• Leverage CRM systems like Salesforce, Catalyst, Gong, and analytics to track performance and continuously improve our operations
• Work closely with Sales, Customer Success, Marketing, and Product teams to ensure value delivery, and consistent engagement
• Influence the product roadmap by gathering insights and feedback from key accounts
• Partner with the VP of CX to refine and execute the account management strategy, focusing on expanding customer accounts
• Work with senior leadership across marketing and product to ensure a unified approach to retention and upsell
• Lead budget management for the account management team, ensuring financial efficiency while meeting growth targets
• Provide regular updates to executive leadership on key metrics like revenue growth, churn rates, and customer health

Benefits

• Competitive compensation
• Remote-first work environment
• Opportunities for professional growth
• The monthly OTE is $24,000-$30,000 (base + bonus combined)