[Remote] Director, Account Management

Note: The job is a remote job and is open to candidates in USA. Common Wealth Retirement is a financial technology company focused on making retirement security accessible. The Director of Account Management will lead the account management function, develop a team of Account Managers, and manage key employer accounts to drive participation rates and client satisfaction.

Responsibilities

• Build out the account management function:
• Take our current approach and build it into a full account management motion
• Create the playbooks, templates, and processes the team needs to manage accounts consistently at scale
• Build check-in rhythms so you have a clear read on every account - who's healthy, who's at risk, what needs attention
• Establish how we handle escalations, at-risk accounts, and complex client situations
• Define what good looks like: participation rate targets, NPS benchmarks, implementation timelines, product adoption goals
• Lead and develop the Account Manager team:
• Manage and coach 4+ Account Managers
• Run regular team meetings and 1-on-1s to keep a pulse on accounts and team performance
• Jump in on complex implementations and client issues alongside the team
• Recruit, onboard, and train new team members as we continue to scale
• Set performance goals and conduct reviews for team members
• Own and manage your own book of key accounts:
• Personally manage a block of Common Wealth's most important employer clients
• Run implementations, annual reviews, QBRs, and regular touch points for your accounts
• Drive participation rates, product adoption, and expansion opportunities in your accounts
• Model the account management approach you want the team to adopt
• Drive results across the portfolio:
• Increase employee participation rates in group retirement plans
• Improve client NPS and retention
• Drive adoption of financial planning services and other product offerings
• Identify and close expansion opportunities with existing clients
• Partner with Sales on smooth handoffs from close to implementation

Skills

• Led account management or customer success at a fast-growth company, or been a top performer at a smaller shop where you wore multiple hats
• Ability to build processes that scale and comfortable rolling up your sleeves and managing accounts yourself
• Experience taking a function from scrappy to structured and teaching others how to do it
• Ability to identify gaps, missing playbooks, inconsistent processes, and clunky workflows and fix them
• Experience creating tools, templates, and dashboards that the team actually uses
• Lead by doing, carrying accounts, jumping into complex client situations alongside the team, and setting the standard through your own work
• Experience coaching and mentoring account managers, giving them honest feedback, and helping them grow
• Comfortable with ambiguity and able to take ownership, move with urgency, and figure it out as you go
• Commercially minded, thinking about accounts in terms of health, risk, and growth, not just relationship management
• Experience driving retention, expansion, and upsell in prior roles
• Experience using modern tools, including AI, to work smarter

Benefits

• Health and dental benefits
• Life insurance
• A Health Spending Account
• A 5% employer match into one of our award-winning group retirement plans
• Four weeks of vacation
• Medical, dental and vision benefits
• Health Spending Account
• 5% employer match into our group retirement plan
• 4 weeks vacation
• Home Office Stipend
• Top of the line hardware
• Annual Learning & Development Budget
• Flex Holiday and Summer Friday Program
• Annual Company Summit

Company Overview