Director of Enterprise Account Management

Key Responsibilities

Team Leadership

* Build the Account Management function from the ground up — define role clarity, hiring profiles, compensation philosophy, and team structure

* Establish account management processes, playbooks, methodologies, and templates that scale across the team; define how we approach QBRs, account planning, expansion strategy, and customer engagement

* Hire, onboard, and develop a high-performing team of 3–5 Account Managers; set expectations, manage performance, and coach toward excellence

* Create and own team KPIs (revenue, retention, expansion, forecast accuracy, pipeline discipline); establish accountability standards and report up through the Go To Market Organization

Commercial Ownership & Revenue Growth

* Own accounts from the point of a net-new customer's full estate commitment or an existing customer's expansion, and take responsibility for identifying growth opportunities, account health, and product adoption.

* Own 3–5 assigned Enterprise accounts as primary contact for customer leadership; own individual expansion ARR and retention targets

* Own the team's collective revenue performance and forecast; support Account Managers with complex closures and escalations

* Drive POC conversion, quantify expansion opportunities, manage renewals, and maintain accurate pipeline and 12-month account plans

* Proactively identify at-risk relationships and develop retention strategies

Customer Engagement & Execution

* Lead QBRs/EBRs for assigned accounts; prepare metrics-driven reviews demonstrating ROI and readiness for expansion

* Build account growth plans with clear milestones, success metrics, and risk identification

* Guide team through QBR preparation and execution; facilitate strategic planning sessions with key accounts

* Manage implementation timelines and success plans; coordinate with Onboarding, Product, and Analytics on customer priorities

Function & Cross-Functional Leadership

* Design and implement Account Management function strategy, operating model, and tooling — bring your proven approach and recommend improvements to CRM, forecasting, pipeline discipline, and customer communication cadence

* Partner with Enterprise Sales, Solutions Consulting, and Operations to align on account strategy, go-to-market approach, and team structure

* Define how Account Management operates with Product, Engineering, Onboarding, and Analytics; establish escalation protocols and cross-functional workflows that scale

* Lead forecasting, pipeline reviews, quarterly business planning, and executive reporting; set the standard for team CRM discipline and customer file accuracy

What You'll Need to Succeed

* 7+ years in enterprise account management, sales, or revenue growth, including 3+ years building or scaling a SaaS Account Management function — or establishing the playbook for one in a high-growth environment

* Proven track record of expanding existing accounts and driving revenue growth at scale, including POC conversions and complex sales-cycle closures, within large, multi-location customer relationships

* Demonstrated ability to build and articulate a repeatable account management playbook, backed by strong SaaS metrics/ROI modeling acumen and stakeholder management across C-suite and cross-functional teams

* Track record of mentoring and developing sales professionals as a self-directed leader who manages multiple accounts, direct reports, and competing priorities with strong organizational discipline and follow-through

* Demonstrated AI curiosity and a builder's mindset — quick to adopt AI/LLM tools and automation to eliminate manual workflows and create scalable systems, rather than waiting for the perfect process to be handed to you

* Healthcare or SaaS experience preferred; willingness to travel up to 40%

Nice to Have

* Experience building Account Management functions or departments at 0→1 or high-growth companies

* Multi-location or DSO operations background

* Healthcare technology or dental software experience

* Consultative selling and HubSpot CRM experience

* Startup or high-growth company experience

* Remote or geographically dispersed team management experience

What We Offer

* Competitive compensation and benefits

* Professional development and training opportunities

* Flexible, uncapped PTO

* Stock options

* Remote work environment