Lead, coach, and develop a team of Enterprise Account Partners, setting clear goals, expectations, and growth paths for each team member
Own team-level outcomes for retention, adoption, expansion, and customer satisfaction across the enterprise account portfolio
Recruit, hire, and onboard EAPs; build a collaborative, accountable, and high-performing team culture
Serve as an executive sponsor and escalation point for the most strategic accounts, engaging directly with C-level and senior stakeholders
Drive consistency and quality across Executive Business Reviews (EBRs/QBRs), account planning, and customer engagement practices
Partner with Sales, Product, Support, and Leadership to align account strategy with company objectives and deliver a seamless enterprise experience
Own forecasting, reporting, and executive-level visibility into account health, risk, and expansion pipeline for the portfolio
Build and scale repeatable playbooks, processes, and enablement to improve team efficiency and customer outcomes
Collaborate with Sales and Customer Success leadership on account segmentation, coverage models, and territory planning
Represent the voice of the enterprise customer in internal strategy and product roadmap discussions

Proven experience leading and scaling enterprise account management, customer success, or strategic account teams within B2B SaaS
Track record of building and coaching high-performing teams that consistently exceed retention and growth targets
Deep experience engaging with executive stakeholders in complex enterprise organizations
Strong business acumen with the ability to translate technical capabilities into measurable business value
Experience developing and scaling account management processes, playbooks, and EBR/QBR frameworks
Skilled at navigating and influencing cross-functional organizations, internally and externally
Excellent executive communication, organizational, and people-leadership skills
8+ years of enterprise account management or customer success experience, including 3+ years in a leadership or management role
Experience within IT Operations, Endpoint Management, RMM, Security, or adjacent enterprise technology environments preferred

Director, Enterprise CSM

Key skills