<p><strong>Position Description:</strong></p> <p>At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth.</p> <p>We’re looking for a <strong>Director, Account Management </strong>who’s excited to make an impact. In this role, you will be responsible for leading and scaling the daily execution of our Account Management organization. You will manage, coach, and empower a high-performing team composed of Corporate and Emerging Account Managers.</p> <p>Working closely with the VP, Account Management, you will provide critical frontline feedback to help shape growth strategies while directly driving the daily execution needed to maximize customer retention and net revenue expansion. You will implement operational tactics for customer growth and renewal execution, establish team metrics and playbooks for tech-touch/scaled models, and serve as a leader for key client relationships. Working cross-functionally with Sales, Customer Success, Customer Support, Professional Services, Sales Operations, Product Management, and Marketing, you will drive predictable ARR growth and maintain a best-in-class customer expansion engine. </p> <p><strong>Why ServiceTrade:</strong></p> <p>You’ll belong here from the start.</p> <p>We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves.</p> <p><strong>About You:</strong></p> <p>You are an inspiring leader, strategic thinker, and proven builder of high-performing account management and revenue teams. You understand how to segment customer portfolios, tailor engagement strategies for both high-touch corporate accounts and scaled/emerging customer tiers, and foster a culture of accountability and continuous development. You possess a deep understanding of SaaS business metrics (NRR, GRR, Churn, ARR expansion) and know how to turn customer value realization into predictable revenue growth.</p> <p>The successful candidate will be an agile, consultative leader and customer-first strategist who thrives in a fast-paced growth environment. You are adept at removing obstacles for your team, navigating complex executive-level negotiations, and driving operational excellence through structured process and data-driven insights.</p> <p><strong>Key Responsibilities and Activities:</strong></p> <p><strong>Team Leadership & People Management</strong></p> <ul> <li>Recruit, hire, coach, and retain top talent across the Corporate Account Management and Emerging Account Management teams.</li> <li>Establish clear KPIs, quotas, performance standards, and career development paths for team members.</li> <li>Provide ongoing coaching on pipeline management, contract negotiation, account planning, and executive presentation skills.</li> <li>Drive team engagement, accountability, and a high-performance culture aligned with ServiceTrade’s core values.</li> </ul> <p><strong>Portfolio Strategy, Retention, and Revenue Growth</strong></p> <ul> <li>Own the overarching strategy to maximize Net Revenue Retention (NRR), minimize churn, and drive expansion ARR across all customer tiers.</li> <li>Design and execute tailored engagement playbooks for Corporate AMs (mix of high and low touch accounts) and Emerging AMs (scaled/tech-enabled coverage)</li> <li>Engage directly with key client stakeholders alongside Account Managers during critical contract negotiations, complex renewals, and account turn-around efforts. </li> <li>Oversee early-warning indicators for risk accounts, collaborating with cross-functional partners to execute save plans.</li> </ul> <p><strong>Operational Excellence & Forecasting</strong></p> <ul> <li>Maintain accurate sales and renewal forecasts in SFDC, providing regular ARR, churn, and expansion visibility to executive leadership.</li> <li>Define and continuously refine core account management processes, including Executive Business Reviews (EBRs), value realization frameworks, and upsell methodologies.</li> </ul> <p><strong>Cross-Functional Collaboration & Executive Alignment</strong></p> <ul> <li>Partner closely with Customer Success, Professional Services, Customer Support, Product Management, Marketing, and Sales to ensure a seamless end-to-end customer journey.</li> <li>Translate customer insights and market feedback into actionable recommendations for Product Management and Marketing to support ongoing product adoption and expansion opportunities.</li> <li>Align with Sales leadership on handoffs and expansion opportunities to maximize lifetime customer value (LTV).</li> </ul> <h4><strong>Knowledge and Skills:</strong></h4> <ul> <li>B.A. or B.S. degree with 8+ years of SaaS Account Management or Customer Success/Sales experience, with at least 3+ years of direct people management experience leading revenue-generating teams.</li> <li>Proven track record of managing both high-touch and scaled/tech-touch Account Management models.</li> <li>Demonstrated history of consistently meeting or exceeding team expansion ARR, renewal, and retention quotas.&l