Location: New York, NY
Work Model: Onsite, 5 days per week
Industry: Payroll and back-office software (B2B SaaS / fintech)
Compensation: $160K-$240K OTE
About the Company
Our partner is a venture-backed Series A software company building the payroll and back-office platform that modern startups run on. The team is roughly 45 people in New York, growing quickly, and preparing its next round. Customers are startups and small businesses who depend on the product for something they cannot afford to get wrong, which makes the post-sales organization central to the business rather than an afterthought.
The Opportunity
This is a people-leadership role, not an individual contributor seat. You will take over an account management team of three and own how it works: the playbooks, the coaching cadence, the standards for retention and expansion, and the reporting that tells the leadership team what is really happening in the book. Today the wider customer organization has managers for customer experience and activations; account management is the layer that has never had one.
You will report to the Head of Customer Success and partner directly with the founders. The team is small enough that your structure becomes the company standard, and the roadmap for the role is explicit: as the customer base scales over the next year, this seat is the path to Head of Account Management.
Responsibilities
- Manage, coach and develop a team of account managers responsible for retention and expansion across a startup and small-business book
- Build the account management playbook: segmentation, cadence, business reviews, escalation paths, and the definition of a healthy account
- Set and track team targets for gross retention and expansion revenue, and report results to the leadership team
- Partner with customer experience, activations and the go-to-market team to keep the post-sales motion coherent end to end
- Hire and onboard additional account managers as the team grows
- Bring outside best practice into a young organization that has not yet seen an account management team mature
Requirements
- 1-2+ years of direct people-management experience leading a team that carries retention, expansion or revenue targets
- Background in account management, customer success or customer support, with hands-on experience owning customer relationships before moving into leadership
- Experience inside an account management program you can describe in detail, including what made it work
- Strong coaching skills and a track record of raising the performance of the people you manage
- Comfortable operating in an early-stage environment where process is written rather than inherited
- High ownership, high agency and low ego
- Based in or relocating to New York and able to work onsite five days a week