Director, Account Management (INTERNAL APPLICANTS ONLY)

Job description

***THIS IS FOR INTERNAL APPLICANTS ONLY*** About Minga Minga means community . It’s the belief that we achieve more together than we ever could alone. At Minga, joining our team isn't just about a new role, it's about joining a collective that is deeply invested in your growth, your impact, and your connection to the people around you. We’re building the Student Behavior Platform schools can’t live without, and we’re having fun doing it. We are a tight-knit group of curious, low-ego humans who genuinely enjoy the "we" over the "me." Supportive Growth: You aren’t on an island. You’ll have the autonomy to do your best work and a community that has your back every step of the way. Shared Ownership : Whether at our Kelowna HQ or remote, you’re a vital part of a team that cares as much about the people as the product. Real Impact: Everything we do supports the educators and students we serve, creating a ripple effect of connection in schools everywhere. Ready to be part of the community? Come help us make school life better for everyone. 💙 The Role We’re not just hiring for a position, we’re adding a teammate Reporting to the CRO the Director, Account Management owns Minga's post-sale commercial motion including retention, expansion, and customer health for the Account Management organization. The Director, Account Management will lead the x2 Managers, Account Management and are ultimately accountable for GRR, NRR, and the quality of every customer relationship in the book. This is a leadership role that operates at two levels simultaneously: setting the strategic direction for how Minga retains and grows its customer base, and being close enough to the team to know when something needs to change before the data tells you. You are the bridge between the AM organization and the rest of the company, bringing the customer perspective to Product, partnering with Sales on the expansion motion, and reporting the commercial health of the book to the executive team. What You’ll Do 🚀 Organizational Leadership Lead and develop the x2 Managers, Account Management, setting the direction and performance standards for the function Create a culture of ownership, proactivity, and commercial accountability across the Account Management team As needed, support recruitment of talent into the management layer; build succession depth within the AM organization Allocate resources across the AM team as the customer base and growth targets evolve Revenue & Retention Strategy Own the company's GRR and NRR targets; set the strategy for how the post-sale org delivers on them Design and maintain the customer segmentation model — defining how accounts are tiered, resourced, and managed based on size, complexity, and strategic value Build the early-warning and intervention system that catches churn risk before it becomes churn Develop the upsell and expansion playbook in partnership with the Director of Sales — ensuring AM-identified opportunities convert through the AE motion Customer Strategy & Advocacy Lead the business review and QBR program; define the cadence and format by account tier Own the advocacy and reference pipeline, building a network of champion districts that accelerate new sales Represent the customer voice to the executive team and Product organization; translate retention patterns into actionable strategic input Cross-Functional Leadership Partner with the Director of Sales on the AE ↔ AM expansion deal model. Clear lanes, clean collaboration, and no revenue left on the table Work with Marketing and Customer Experience on customer marketing programs, case studies, and co-selling motions Coordinate with the Implementation function to ensure AM handoffs from go-live are complete and actionable Report AM team performance including GRR, NRR, health trends, churn analysis to the executive team on a regular cadence What Success Looks Like 🎯 In the first 30 days: Complete picture of the current AM book; health by tier, renewal pipeline, and team capacity Relationships established with the Director of Sales, Director of Customer Experience, Product, and leadership team. Assessment of the current touch model process and playbook, with a view on highest-impact improvements In the first 90 days: Updated customer segmentation model and resource allocation strategy for the AM team GRR/NRR forecast presented to the executive team with confidence Individual development plans in place for each AM in partnership with the Manager, Account Management Ongoing: Gross Revenue Retention (GRR) Net Revenue Retention (NRR Renewal rate Healthy, growing advocate and reference pipeline AM team retention - building an environment people want to stay and grow i n What We Require ✅ 5-8+ years in customer success or account management in B2B SaaS, with at least 3 years leading managers or senior leaders Proven ownership of GRR and NRR at a company level, not just a team level Experience building and scaling account management organizations in a named-book, renewal-focused model Strategic thinker with the ability to design customer segmentation models, retention programs, and expansion motions Strong cross-functional leadership - you've partnered effectively with Sales, Product, and Marketing to improve commercial outcomes Excellent executive communication - you present performance data clearly and drive decisions at the leadership level HubSpot or equivalent CRM and CS tooling experience K-12 EdTech or education sector experience is a strong asset Who You Are 🌟 A strategic owner - you see GRR and NRR as the outcomes of a system, and you build that system deliberately A people developer - your managers are better leaders because of how you coach them Commercially sharp and analytically driven, you make decisions based on data, not instinct alone A connector - you hold the AE/AM expansion motion together and keep that seam clean and productive A clear and confident communicator at the executive level, you don't just report results, you explain what's driving them and what you're doing about it Mission-aligned - you believe that customer retention and customer success are the same thing, and that Minga's impact on schools depends on getting it right Role Compensation 💰 OTE: $165,000-$205,000 + Equity Compensation Philosophy & Transparency 💰 At Minga, we believe compensation should reflect impact, fairness, and market alignment , supporting our mission to empower educators and students while building a high-performing, people-first culture. Our standard is to pay at or near the midpoint of the range unless there is a clear business rationale to vary. This approach allows for growth and provides room to learn and develop within the role. We also conduct annual compensation reviews in November, which take into account both market benchmarks and individual performance. Check out our Benefits & Perk Page for a full review of the overall compensation package. AI at Minga 🤖 At Minga, we believe AI should make your work faster, smarter, and less repetitive — not more complicated. AI is meant to augment how we work, not replace human thinking or judgment Leverage AI, but stay you . We expect you to use the tools available to you, but remember that Minga is built on real people. Your resume and "Why Minga" answer will be read by a real life human, so give us a glimpse of the person behind the profile. During your interview we value your unique voice over a perfect prompt. It's okay to not answer perfectly. What You Can Expect From Us 💙 At Minga, you’re more than just an application, you’re a real person with a story we want to hear. We believe in clear communication, mutual respect, and ensuring every candidate walks away feeling valued, whether we end up working together or not. Ready to Apply? 👋 If this role feels like a fit or even a maybe, hit apply. We’re genuinely excited to learn more about you. Let’s build something meaningful together.