Director, Account Strategy

Director, Account Strategy

The Director of Account Strategy will lead a high-performing team of 5-10 Client Executives, managing a portfolio of clients worth approximately $50M in annual recurring revenue (ARR). This role is focused on optimizing client satisfaction, retention, and growth while delivering strategic business value to enterprise clients.

The Director of Account Strategy will be responsible for developing and executing strategies that ensure clients maximize the value of the company’s SaaS solutions, achieve business outcomes, and remain long-term partners.

The ideal candidate has a strong track record of leading growth and retention teams, building deep relationships with enterprise-level clients, and delivering measurable results in client retention, expansion, and satisfaction. This leader will collaborate closely with cross-functional teams including Sales, Product, and Professional Services to drive customer success and product adoption.

Responsibilities:

• Client Portfolio Management: Oversee and manage a portfolio of enterprise clients generating over $50M in annual revenue, ensuring high satisfaction and retention through tailored client success strategies.
• Team Leadership: Lead and mentor a team of Client Executives, fostering a client-obsessed culture focused on delivering exceptional service and holding yourself and your team accountable for delivering measurable business outcomes.
• Customer Retention & Growth:
  
  • Drive strategies to ensure client retention and identify opportunities for expansion within the portfolio.
  • Monitor key performance indicators (KPIs) related to customer health, retention rates, and upsell opportunities.
• Client Engagement:
  
  • Establish and maintain senior-level relationships with key decision-makers at client organizations, acting as a trusted advisor.
  • Lead Executive Business Reviews (EBRs) and provide insights on how the company's SaaS solutions can further drive their business outcomes.
• Strategic Planning: Develop and implement scalable client success frameworks, including account planning, health monitoring, and risk mitigation strategies, to ensure consistent client success across the portfolio.
• Cross-Functional Collaboration: Work closely with Product, Sales, and Professional Services teams to ensure client feedback is incorporated into the product roadmap and that client success efforts align with broader company goals.
• Operational Excellence:
  
  • Streamline client success operations through process improvement, ensuring efficiency in client onboarding, product adoption, and ongoing management.
  • Use data-driven insights to make informed decisions and improve performance.
• Escalation Management:
  
  • Serve as the initial point of escalation for client issues, ensuring timely resolution and fostering strong partnerships with clients.
  • Demonstrate sound judgment when deciding to further escalate issues internally.
• Reporting & Metrics:
  
  • Monitor and report on portfolio health, team performance, and client satisfaction metrics.
  • Provide regular updates to the executive team on client success efforts, key wins, and challenges.

Qualifications:

• 8+ years of experience in client success, account management, or related roles within a SaaS or technology environment.
• Proven experience managing a quota carrying team and hitting objectives.
• Strong leadership and team management skills, with the ability to inspire, coach, and develop a team.
• Demonstrated success in managing enterprise client relationships, with a focus on retention, upsell, and customer satisfaction.
• Ability to navigate complex, multi-stakeholder environments and influence C-suite executives at Fortune 500 companies.
• Excellent communication and presentation skills; with the ability to simplify complex solutions and deliver value-based client conversations.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
• Bachelor's degree in Business, Marketing, or a related field;
  

Travel: Up to 20%.

On the fence? Apply anyway! We know that imposter syndrome can get in the way of meeting incredible candidates, and don’t want it to get in the way of meeting you!

Learn More About Our Company, Culture and 5 Core Values: 

DRIVE UNDENIABLE PERFORMANCE: 

• Wunderkind is a leading performance marketing engine that delivers tailored experiences at scale
• Digital businesses use Wunderkind to remember who users are better than ever before, allowing them to deliver high-performing, one-to-one messages on websites, through emails and texts, and in ads at a scale that’s not otherwise possible. 

COME HUNGRY:

• Driving $1.2 billion dollars annually in revenue for top eComm brands including Hugo Boss, Cole Hann, Fender, Bed Bath & Beyond, Gucci and more 
• Incredible growth and promotion opportunities for top performing employees whether it be a leadership track or building out your own unique specialities 

CARRY EACH OTHER:

• Unwavering commitment to culture, community, office events, and DEI initiatives
• Fully stocked snacks, beverages, and weekly sandwich bar or catered lunch
• Exceptional management training programs and internal opportunities for 1:1 coaching

BOUNCE BACK:

• Company support and flexibility through all professional, personal, political, and world news and development 
• Generous work life balance with unlimited PTO, 14 National Holiday closures, Summer Fridays, Maternity & Paternity leave offerings

RESPECT PEOPLE, PRIVACY, IDEAS: 

• Proud to be an equal opportunity and safe workplace 
• Strongly committed to equal employment opportunities for all races, colors, ancestries, national origins, marital statuses, age, citizenship, disabilities, genders or gender identities, or Veteran status

The base salary range for this role is $125,000-$150,000.  In addition to the base salary, this role includes the eligibility for the team’s variable incentive plan.  Compensation packages are based on several factors that are unique to each specific candidate; including but not limited to skill set, depth of experience, applicable certifications.