Director, Account Management

The Director of Account Management / Customer Success serves as a strategic leader bridging day-to-day operational execution and strategic vision within the post-sale organization. Reporting to the COO, this role is responsible for driving retention, expansion, and customer success outcomes across the existing client base. 

Sitting at the center of the post-sale revenue engine, the Director manages a team of Account Managers, owns quarterly Net Revenue Retention (NRR) and Gross Renewal targets, and operationalizes scalable commercial motions. This position requires someone who can balance high-level strategic analysis and cross-functional alignment with hands-on team coaching, ensuring proactive risk management, process improvement, and long-term client growth. 

ArrowStream is reshaping the landscape of supply chain optimization for foodservice businesses. The premier foodservice cloud platform for supply chain intelligence, we've connected over 105,000 restaurant locations to over 1,300 distribution locations, 11,000 manufacturers, and over 275 leading brands. As a Buyers Edge Platform SaaS Solution, ArrowStream customers feel empowered to make informed decisions with our secure cloud-based data management solutions including ArrowStream Central (operators), Crossbow (distributors), and ChainConnect (manufacturers). Not only are we strengthening buying decisions with our industry technology, but we're enforcing pricing accuracy, protecting supply, ensuring quality, and enhancing foodservice partnerships.

Revenue Ownership & Portfolio Performance 

• Own and deliver expansion and renewal revenue targets across the managed portfolio. 
• Drive strong Net Revenue Retention (NRR) and Gross Renewal Rates (GRR) through disciplined forecasting, deal inspection, and pipeline reviews. 
• Lead strategy and direct executive involvement on high-value, complex, or at-risk accounts. 
• Oversee commercial responses to complex events (M&A, org changes, budget shifts) and partner with leadership on pricing strategy, packaging, and expansion plays. 

Leadership & Team Development 

• Lead, mentor, and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous professional growth. 
• Establish clear performance expectations, inspection rhythms, and regular performance evaluations. 
• Provide targeted coaching on renewal strategy, negotiation, multi-threading, expansion identification, stakeholder mapping, and churn mitigation. 
• Facilitate ongoing training programs around account maintenance, upselling, cross-selling, and competitive positioning. 

Client Relationship Management & Strategic Account Planning 

• Oversee the management of key client relationships, ensuring the team deeply understands client business goals, usage patterns, and growth opportunities. 
• Serve as an executive sponsor for critical accounts and act as a senior escalation point for complex client issues or at-risk renewals. 
• Guide the team in developing and executing data-driven strategic account plans. 
• Partner with cross-functional teams and platform brands to uncover and drive additional revenue through direct manufacturer programs and platform optimizations. 
• Represent the company at client meetings and industry events to strengthen relationships and gather market intelligence. 

Process Optimization & Operational Excellence 

• Implement an ABM system that proactively monitors customers’ industry segment and business signals along with their ArrowStream and BEP communications to track, analyze and report on the state and value of the customer’s relationship with ArrowStream and BEP. 

• Standardize and scale repeatable processes for account planning, renewal timelines, expansion plays, and escalation pathways. 
• Build and operationalize churn-risk detection frameworks to identify early health indicators and resolve account friction. 
• Partner with Finance, Legal, and Sales Ops to ensure contract, pricing, and billing alignment and accuracy. 
• Maintain rigorous CRM hygiene (Salesforce), forecast accuracy, and consistent use of sales execution tools across the team. 

Cross-Functional Collaboration 

• Act as a primary liaison between Account Management and BEP internal brands, ensuring alignment of goals, processes, and customer expansion opportunities. 
• Partner closely with Sales, Customer Success, Operations and Product to define clear ownership, smooth handoffs, and a unified customer experience. 
• Share customer insights, market trends, and competitive intelligence with internal stakeholders to influence product roadmaps, service delivery, and GTM strategies. 

Metrics / Areas of Focus 

• Net Revenue Retention (NRR) & Gross Renewal Rate (GRR) 
• Expansion Revenue (Up-sell and Cross-sell) & Quota Success 
• Renewal Forecast Accuracy 
• Team Performance, Retention, and Career Growth 
• Client Satisfaction & Health Scores (CSAT/NPS) 
• Process Improvement, Pipeline Hygiene, & Scalability 
• Cross-Functional Collaboration Effectiveness 

• 8+ years of experience in customer-facing SaaS or technology roles (Account Management, Customer Success, Expansion Sales, or Client Services). 
• 4+ years of people management experience leading commercial post-sales teams, including managing senior individual contributors or team leads. 
• Proven success owning multi-million-dollar renewal and expansion revenue targets with a track record of driving strong NRR. 
• Strong ability to assess customer health, usage trends, renewal risk signals, and expansion opportunities to drive data-informed action. 
• Experience navigating complex commercial events, competitive pressure, and high-value negotiations. 
• Proficient in Salesforce (or relevant CRM) and sales execution/engagement platforms. 

Not sure you meet every qualification? Studies show that diverse applicants often hesitate to apply unless they check every box. At Buyers Edge Platform, we value authenticity and inclusion—if you're excited about the role, we encourage you to apply. You might be exactly who we’re looking for!

• Great benefits from day one. We offer medical, dental, vision, FSA, company-paid life insurance, and more—plus a 401(k) with company match.
• Grow with us. Enjoy strong training, development, and competitive pay.
• Work-life balance. Our flexible PTO policy lets you take time when you need it—no accrual required.