Director of Account Management

1 week ago

Remote Canada Roofr Full time

We're looking for a strategic and highly experienced Director of Account Management to build, scale, and lead our AM organization. This leader will proactively drive Roofr's revenue motion for our existing customer base, including expansion, upsell, cross-sell, and account growth. This role requires someone who has "been there, done that" at a high-growth B2B SaaS startup, thrives in a fast paced environment, and knows how to operationalize revenue motions using a layer-cake model, customer segmentation, and a structured playbook approach. If you are a data-driven, customer-centric sales leader who knows how to hit plan, balance customer value with revenue outcomes—and build a world-class AM team from the ground up—we'd love to meet you.

You'll have an opportunity to: Leadership & Strategy
  • Build, lead, and scale the Account Management function (team of ICs future team leads).
  • Develop the long-term AM strategy aligned with Roofr's expansion, upsell, retention, and customer engagement goals.
  • Design, implement, and operationalize a layer-cake model and customer segmentation framework to optimize touchpoints across customer tiers.
  • Partner closely with CS, Sales, Product, RevOps, and Marketing to ensure seamless customer handoffs and a unified customer journey.
Revenue Ownership
  • Own net revenue retention (NRR), expansion ARR and account growth KPIs.
  • Drive high-impact expansion and upsell programs that deliver meaningful revenue growth.
  • Build forecasting models, renewal processes, and account planning frameworks in partnership with RevOps.
  • Establish rigorous and repeatable account review cadences and strategic QBR frameworks.
Team Development & Enablement
  • Recruit, hire, and develop a high-performing Account Management team.
  • Create scalable processes, playbooks, enablement materials, and performance metrics aligned to ARR expansion goals.
  • Coach the team on strategic account planning, value realization, and commercial negotiation.
Operational Excellence
  • Partner with RevOps to refine compensation plans, territory alignment, and customer segmentation.
  • Implement tooling, dashboards, and workflows to increase efficiency and predictability across the AM motion.
  • Identify gaps in the customer lifecycle and proactively design solutions to improve adoption, retention, and expansion.
What you'll bring to the role:
  • 7 years in B2B SaaS customer/account management, with at least 3 years leading AM or post-sale revenue teams at a high-growth startup.
  • Proven success owning NRR, renewal, and expansion revenue targets.
  • Experience building and scaling account management teams from early stages.
  • Expertise operationalizing layer-cake, segmentation, and high/low-touch customer engagement models.
  • Strong background in expansion upsell motions, commercial negotiation, and value realization strategies.
  • Data-driven mindset with the ability to forecast accurately and build scalable processes.
  • Exceptional cross-functional collaboration skills and experience partnering with Product, Sales, CS, and RevOps.
  • Ability to thrive in a fast-paced, ambiguity-heavy, high-growth environment.
  • Bonus Points: experience as a AM leader within a PLG environment

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