The Director of Account Management role is strategic in nature, focusing on long-term growth and client success
Key responsibilities include developing and implementing strategic account management frameworks, creating scalable processes for upselling, and fostering cross-functional collaboration
The role also emphasizes a data-driven approach to client management, using insights to predict churn and optimize client health
Additionally, the Director will play a key role in evolving the account management function as the company grows, highlighting the importance of strategic planning and adaptability in this position
The Account Management team at Human Interest sits at the intersection of customer success, product adoption, and revenue growth
As the voice of our clients internally and the face of our company externally, this passionate team of relationship builders ensures that our clients receive exceptional value from our retirement platform
Operating with a consultative approach, they help employers and their employees maximize the benefits of our 401(k) solutions while driving retention and expansion
As we continue to scale, we’re looking for a strategic leader who can maintain our high-touch service model while implementing the systems and processes needed to support our ambitious growth goals
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
Human Interest is tackling one of our country’s biggest challenges - closing the retirement gap
You’ll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide
We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team
We value hard work and recognize that our team’s contributions are key to our continued success
Benefits
Short/Long-term disability and life insurance
Generous parental leave policy
Dollar-for-dollar match of employee donations to nonprofit 501(c)(3) organizations, up to $1,000 per year
Monthly work from home stipend
Comprehensive training and professional development via Beacon U plus an annual education stipend
Annual wellness stipend
An annual membership to One Medical Group, with membership fees paid by Human Interest
HSA or FSA offering with an annual employer contribution
Generous FTO (exempt) and PTO (non-exempt) policies
Stock options for every employee
Top-of-the-line health, dental, and vision, with employee premiums fully paid and dependent premiums 50% covered by Human Interest
A great 401(k) plan: our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation
Experience building and scaling high-performing teams through periods of rapid growth
Exceptional communication and relationship-building skills with both clients and internal stakeholders
Strong ability to develop strategic account plans and processes that drive measurable results
Proven track record of driving customer retention, and satisfaction, in a SaaS or technology environment
Experience implementing systems and tools to track customer health and team performance
Data-driven approach to decision-making and performance management
5+ years of experience leading customer-facing teams such as account management, customer success, or sales
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