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.

About the team

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.

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