Director, Relationship Management

About the role

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.

What you get to do every day

• 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

What you bring to the role

• 5+ years of experience leading customer‑facing teams such as account management, customer success, or sales
• Proven track record of driving customer retention, and satisfaction, in a SaaS or technology environment
• Experience building and scaling high‑performing teams through periods of rapid growth
• Strong ability to develop strategic account plans and processes that drive measurable results
• Experience implementing systems and tools to track customer health and team performance
• Exceptional communication and relationship‑building skills with both clients and internal stakeholders
• Data‑driven approach to decision‑making and performance management

Nice to have

• 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

Compensation

At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $175,000 - $180,000 annually and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job‑related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar‑for‑dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top‑of‑the‑line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work‑from‑home stipend; quarterly lifestyle stipend
• Engaging team‑building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at‑will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.