Director, Account Management

Job description

Front is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection. Others handle simple interactions. Front handles the coordination and context behind complex B2B customer relationships. Over 9,000 companies, including Uber Freight, Navan, and Stripe, rely on Front because it's the only one that can run the operational layer that makes customer-facing work actually succeed. Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Built In's 100 Best Midsize Places to Work in SF 2025 https://builtin.com/awards/san-francisco/2025/best-midsize-places-to-work?utm_campaign=bptw-2025&utm_content=article&utm_medium=website&utm_source=editorial, Top Places to Work by USA Today 2025 https://topworkplaces.com/company/front/, Y Combinator's list of Top Companies in 2023 https://www.ycombinator.com/topcompanies, #4 on Fortune’s Best Workplaces in the Bay Area™ https://www.greatplacetowork.com/best-workplaces/bay-area/2022?category=small-and-medium ,Inc. Magazine's 2022 Best Workplaces list https://www.inc.com/best-workplaces/2022, and Forbes Best Startup Employers 2022 List https://www.forbes.com/lists/americas-best-startup-employers/?sh=661411d52ad7. We’re looking for a Director, Account Management to lead and scale our Account Management team. This leader will own existing customer expansion, renewals, and overall account health across a portfolio of high-value customers. You’ll be responsible for building a high-performing team, refining our post-sales strategy, and partnering cross-functionally to deliver a best-in-class customer experience. This role is both strategic and hands-on, ideal for someone who thrives in a fast-paced, high-growth environment. What will you be doing? - You will help to develop the future structure of our Existing Business team as we introduce Account Teams, made up of Account Managers partnered with Customer Success Managers. - Lead a high-performing AM team — Develop and coach a team of Account Managers who are passionate about customer outcomes and business growth. - Drive customer expansion — Coach AMs to map their account books and identify opportunities, then develop strategies to mature them into customer expansion. - Establish AM fundamentals — Partner with the CRO and VP of Sales to define team KPIs, roles and responsibilities, success metrics, and operating rhythms. - Collaborate cross-functionally — Work closely with Sales, Finance, Legal, and Revenue Operations to ensure seamless customer experiences. - Own customer outcomes — Take accountability for renewal, expansion, customer satisfaction, and ensuring commercial success across the team. What skills and experience do you need? - 4-6 years experience leading Account Management, Sales, or Renewals teams in SaaS. - Proven experience developing and leading AM functions — You've been an early AM leader before and know what good looks like from the ground up. - Experience leading a team focused on AM motions — You have clear experience with commercial tasks such as Enterprise level renewal negotiation, upselling, cross-selling, and handling customer escalations. - Strong coaching and people leadership skills — You know how to develop talent, deliver feedback, and create a culture of accountability and growth. - Strategic and execution-oriented — You can think big picture while rolling up your sleeves to build processes, run customer calls, and get things done. - Data-driven mindset — You use metrics and customer insights to guide decisions, identify trends, and demonstrate impact. - Excellent collaboration skills — You've successfully partnered with Sales, Product, and CS teams to drive shared outcomes. NICE TO HAVE - Experience with support or CX platforms. - Familiarity with usage-based or product-led growth models. - Background working with mid-market and enterprise customers. Front operates on a hybrid model — we come together in the office each Tuesday, Wednesday, and Thursday to collaborate and stay connected. What we offer - Competitive salary - Equity (we are post-series D & backed by some of the best VCs in the US) - Private health insurance, including plan options at no cost to employees - Paid parental leave - Flexible time off policy - Flexibility to work from home Monday and Friday, unless posted as a fully remote role - Mental health support with Workplace Options - Family planning support with Maven - $100 per month Lifestyle Stipend to spend on fitness, health and wellness, and other activities - Wellness Days - Fronteers get an additional day off on months with no holidays - Winter Break - Our offices are closed from Christmas to New Year's Day! Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice https://front.com/legal/california-recruiting-privacy-notice & EU Privacy Notice https://front.com/legal/eu-recruiting-privacy-notice