Senior Director, Commercial Account Management

About the Role:

As the Senior Director of Commercial Account Management, you'll lead a growing offshore team focused on expansion and retention within our CMRL customer base. This senior leader will own Net ARR growth through a combination of upsell/cross-sell strategy and strategic renewals management.

As a third-line leader, you'll oversee a team of 200+ offshore Account Managers and sellers who manage complex customer relationships across multiple industries and product lines. This is a customer-facing, results-oriented role that blends sales leadership with lifecycle strategy. You'll work cross-functionally with Product, Marketing, Customer Support, and Onboarding to deliver a seamless customer experience from first sale through renewal.

We're looking for a sales leader who thrives in high-growth environments, understands the nuances of SMB/Commercial relationship management, and has a track record of building consultative, value-driven teams.

What You'll Do:

• Directly manage frontline managers — coaching and motivating them to hit quarterly targets and broader strategic goals, while building a culture of accountability, continuous improvement, and customer satisfaction.
• Recruit, hire, and develop top talent, building a bench of future leaders. Bring demonstrated experience scaling sales teams from the ground up and leading through periods of transformational growth.
• Partner with Marketing on customer experience, lead generation, and pricing/acquisition strategy. Work with Product, Sales, Onboarding, and Strategy leaders to surface customer needs, inform roadmap decisions, and design incentive plans and GTM strategies that create a cohesive, connected customer journey across global functions.
• Track and report on key performance metrics, using data to identify strengths, close gaps, and guide decisions toward quarterly sales targets.
• Drive engagement, upsell, and retention strategies, testing and iterating quickly. Serve as the customer-facing escalation point for complex deals, leveraging executive relationships to resolve challenges and close successfully.
• Build and refine scalable processes that improve team efficiency and performance.
  

What We're Looking For:

• 10+ years of experience in SaaS sales, account management, or customer success, including 4+ years in a leadership role.
• Proven success leading SMB, Commercial, or Mid-Market segments through complex deal cycles, cross-functional dependencies, and strategic renewal motions.
• Experience leading offshore Sales, Account Management, or Customer Success teams a plus, but not required.
• Strong operational acumen, with comfort using Salesforce, dashboards, AI tools, forecasting models, and pipeline analytics.
• Experience with value-based selling and/or multi-product growth motions.
• Excellent communicator and cross-functional collaborator with the ability to influence up, down, and across the organization.
• Proven ability to build and scale teams in fast-paced, high-growth SaaS environments.