Head of Account Management
Fresh Paint Inc, Washington, District of Columbia, United States
Head Of Account Management
Our success is defined by the success of our customers. This role oversees Enterprise Account Managers (high-volume, scaled engagement model) and Strategic Account Managers (high-touch, white-glove, deeply embedded accounts). We are seeking a Head of Account Management to lead and scale our Enterprise and Strategic Account Management teams. This leader will own the health, retention, and expansion of our post-sale revenue base by driving best-in-class operational rigor, developing exceptional managers and leaders, and ensuring consistent customer value delivery across segments and then developing those into clear, repeatable playbooks for the team. Primary Responsibilities
Net Revenue Retention & Growth Strategy Own gross and net retention across the AM organization.
Drive consistent upsell and expansion performance across both Enterprise and Strategic segments.
Establish clear performance benchmarks for: Net retention rate
Adoption metrics
Account health
Forecast accuracy
ARR per rep
Partner cross-functionally with Sales, Product, Support, and CS Engineering to remove friction in expansion and renewal processes.
Ensure renewal and expansion processes are predictable, disciplined, and measurable.
Segment Strategy & Engagement Models Enterprise Accounts (Scaled Model) Ensure efficient management of larger account portfolios.
Optimize cadence, playbooks, automation, and KPI tracking.
Build repeatable frameworks for whitespace identification and product adoption.
Strategic Accounts (White-Glove Model) Standardize executive engagement strategies.
Ensure rigorous QBR frameworks and executive alignment.
Proven ability to hit commercial goals and develop clear commercial strategies.
Deepen value realization and measurable ROI storytelling.
Drive structured, proactive account planning and relationship mapping.
Create clarity around what "good" looks like in each segment and ensure execution meets that bar consistently.
Develop Managers & Build Leadership Depth A critical priority of this role is developing people, especially: First-time managers
First-time leaders
High-potential AMs transitioning into leadership roles
You will: Coach managers on: Performance management
Forecasting discipline
Strategic account thinking
Executive communication
Driving accountability
Implement structured manager enablement programs to eventually develop top talent into leads as needed.
Create clear career paths within Account Management.
Raise the bar on talent density and performance expectations, and identify and implement training/certification and resourcing for the team - we want this team constantly learning and leveling up.
Operational Excellence Best in Class You will: Establish forecasting systems with high accuracy and transparency.
Ensure CRM hygiene and pipeline integrity.
Standardize: Account planning frameworks
Value realization documentation
Adoption measurement
QBR structure
Health scoring
Build dashboards and reporting that drive action, not just visibility.
Run a disciplined operating cadence: Weekly forecast calls
Performance reviews
Account line-by-line reviews
Quarterly business retrospectives
Create scalable playbooks for renewal and expansion execution.
Customer Value & Executive Alignment Ensure every account has a clear value realization strategy.
Raise the bar on ROI articulation and executive storytelling.
Embed a culture of proactive risk identification.
Strengthen executive sponsor engagement internally and externally.
Serve as a key escalation point for complex strategic accounts.
Cross-Functional Leadership Act as the voice of the customer internally.
Partner closely with: Product (feedback loops, roadmap alignment)
Sales (handoffs, expansion alignment)
Marketing (case studies, advocacy)
Support & Engineering (issue resolution)
Improve handoffs from implementation to ongoing account management.
Reduce friction in the customer journey.
Desired Skills & Experience
Leadership & Management Experience
Over 10+ years in enterprise SaaS, customer success, or account management.
5+ years leading managers and multi-layer teams.
Proven experience developing first-time managers into high-performing leaders.
Track record of scaling teams through growth stages.
Revenue Ownership
Experience owning meaningful post-sale revenue targets.
Strong history of improving net revenue retention and expansion metrics.
Deep understanding of renewal forecasting and expansion modeling.
Operational Rigor
Exceptional discipline in forecasting, CRM hygiene, and reporting.
Process-oriented mindset with the ability to build scalable systems.
Strong analytical orientation and comfort with adoption metrics and KPIs.
Strategic & Executive Presence
Comfortable engaging with C-level stakeholders.
Ability to coach teams on executive alignment and consultative value delivery.
Strong ability to balance scaled efficiency with white-glove engagement models.
Talent Development Mindset
Passionate about leadership development.
Skilled at feedback, coaching, and accountability.
Ability to raise performance standards while maintaining team engagement.
Our success is defined by the success of our customers. This role oversees Enterprise Account Managers (high-volume, scaled engagement model) and Strategic Account Managers (high-touch, white-glove, deeply embedded accounts). We are seeking a Head of Account Management to lead and scale our Enterprise and Strategic Account Management teams. This leader will own the health, retention, and expansion of our post-sale revenue base by driving best-in-class operational rigor, developing exceptional managers and leaders, and ensuring consistent customer value delivery across segments and then developing those into clear, repeatable playbooks for the team. Primary Responsibilities
Net Revenue Retention & Growth Strategy Own gross and net retention across the AM organization.
Drive consistent upsell and expansion performance across both Enterprise and Strategic segments.
Establish clear performance benchmarks for: Net retention rate
Adoption metrics
Account health
Forecast accuracy
ARR per rep
Partner cross-functionally with Sales, Product, Support, and CS Engineering to remove friction in expansion and renewal processes.
Ensure renewal and expansion processes are predictable, disciplined, and measurable.
Segment Strategy & Engagement Models Enterprise Accounts (Scaled Model) Ensure efficient management of larger account portfolios.
Optimize cadence, playbooks, automation, and KPI tracking.
Build repeatable frameworks for whitespace identification and product adoption.
Strategic Accounts (White-Glove Model) Standardize executive engagement strategies.
Ensure rigorous QBR frameworks and executive alignment.
Proven ability to hit commercial goals and develop clear commercial strategies.
Deepen value realization and measurable ROI storytelling.
Drive structured, proactive account planning and relationship mapping.
Create clarity around what "good" looks like in each segment and ensure execution meets that bar consistently.
Develop Managers & Build Leadership Depth A critical priority of this role is developing people, especially: First-time managers
First-time leaders
High-potential AMs transitioning into leadership roles
You will: Coach managers on: Performance management
Forecasting discipline
Strategic account thinking
Executive communication
Driving accountability
Implement structured manager enablement programs to eventually develop top talent into leads as needed.
Create clear career paths within Account Management.
Raise the bar on talent density and performance expectations, and identify and implement training/certification and resourcing for the team - we want this team constantly learning and leveling up.
Operational Excellence Best in Class You will: Establish forecasting systems with high accuracy and transparency.
Ensure CRM hygiene and pipeline integrity.
Standardize: Account planning frameworks
Value realization documentation
Adoption measurement
QBR structure
Health scoring
Build dashboards and reporting that drive action, not just visibility.
Run a disciplined operating cadence: Weekly forecast calls
Performance reviews
Account line-by-line reviews
Quarterly business retrospectives
Create scalable playbooks for renewal and expansion execution.
Customer Value & Executive Alignment Ensure every account has a clear value realization strategy.
Raise the bar on ROI articulation and executive storytelling.
Embed a culture of proactive risk identification.
Strengthen executive sponsor engagement internally and externally.
Serve as a key escalation point for complex strategic accounts.
Cross-Functional Leadership Act as the voice of the customer internally.
Partner closely with: Product (feedback loops, roadmap alignment)
Sales (handoffs, expansion alignment)
Marketing (case studies, advocacy)
Support & Engineering (issue resolution)
Improve handoffs from implementation to ongoing account management.
Reduce friction in the customer journey.
Desired Skills & Experience
Leadership & Management Experience
Over 10+ years in enterprise SaaS, customer success, or account management.
5+ years leading managers and multi-layer teams.
Proven experience developing first-time managers into high-performing leaders.
Track record of scaling teams through growth stages.
Revenue Ownership
Experience owning meaningful post-sale revenue targets.
Strong history of improving net revenue retention and expansion metrics.
Deep understanding of renewal forecasting and expansion modeling.
Operational Rigor
Exceptional discipline in forecasting, CRM hygiene, and reporting.
Process-oriented mindset with the ability to build scalable systems.
Strong analytical orientation and comfort with adoption metrics and KPIs.
Strategic & Executive Presence
Comfortable engaging with C-level stakeholders.
Ability to coach teams on executive alignment and consultative value delivery.
Strong ability to balance scaled efficiency with white-glove engagement models.
Talent Development Mindset
Passionate about leadership development.
Skilled at feedback, coaching, and accountability.
Ability to raise performance standards while maintaining team engagement.