Director of Account Management

1 month ago
Full-time
Lead
Customer and Technical Support
Visit.org

Visit.org

Visit.org offers purpose-driven employee engagement experiences through immersive travel experiences hosted by do-good organizations worldwide, aligning with the U.N.'s Sustainable Development Goals for socially accountable workplaces.

Consumer Services
51-250
Founded 2015
$0M raised

Description

  • Lead and develop the Customer Success team through clear expectations, coaching, performance reviews, and capability building.
  • Own key customer success and account management metrics, including NRR, retention, utilization, and renewal rates.
  • Report to senior leadership on team performance, account health, pipeline risk, and strategic priorities.
  • Build and continuously improve CS playbooks, account management methodologies, and operational frameworks.
  • Coach CSMs through complex enterprise accounts, including stakeholder management, renewals, escalations, and negotiations.
  • Oversee strategic account management across the enterprise portfolio to drive growth, renewal success, and utilization.
  • Drive retention and expansion through proactive account strategy, executive engagement, and cross-functional alignment.
  • Serve as a strategic liaison between Customer Success and Sales, Product, Marketing, Supply, Content, and Operations.
  • Develop reporting infrastructure and visibility tools to improve forecasting accuracy, account governance, and decision-making.

Requirements

  • 8+ years of B2B SaaS account management or customer success experience.
  • Strong track record managing large, complex enterprise relationships across multi-threaded stakeholder environments and matrixed buying organizations.
  • Deep familiarity with the corporate social responsibility (CSR), ESG, or employee engagement landscape.
  • Understanding of how Fortune 500 and large organizations structure, fund, and prioritize social impact programs.
  • Experience working with or selling into CSR, HR, or Sustainability leaders is strongly preferred.
  • 3+ years leading and developing high-performing, client-facing CS or AM teams.
  • Proven ability to build culture, drive accountability, and scale team performance.
  • Executive presence and superior communication skills for high-stakes client situations, escalations, and strategic negotiations at the C-suite and VP level.
  • Demonstrated success growing enterprise accounts through expansion, cross-sell, and net-new departmental engagement.
  • Strong partnership with Sales on renewal strategy, expansion pipeline, and revenue-protecting handoffs.
  • Highly data-driven with the ability to interpret metrics, build reporting frameworks, and surface risk early.
  • Strong internal influence skills to represent the voice of the customer cross-functionally.
  • Sharp problem-solver who can turn ambiguity into scalable processes and team playbooks.
  • Passion for the mission and belief that technology can drive meaningful social impact.

Benefits

  • Remote, full-time role.
  • Competitive salary.
  • Health, dental, and vision coverage.
  • Unlimited PTO plus holiday and birthday off.
  • Unlimited Social Impact Time Off (SITO).
  • Annual paid company-wide holiday break between Christmas and New Year’s Eve.
  • Potential bonus, equity, healthcare benefits, and paid time off as part of the compensation package.
  • Mission-aligned company events, volunteering, and an inclusive startup culture.

Interested in this position?

Apply directly on the company website

Apply Now

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