Director, Global Account Management

WHAT YOU GET TO DO:

Lead, mentor, and develop a team of regional and senior account managers across multiple geographies, fostering a culture of accountability, customer obsession, and continuous growth.

Own the global account management strategy, including retention targets, net revenue retention (NRR), upsell/cross-sell playbooks, rules of engagement with Sales and executive relationship programs.

Serve as an executive sponsor for a defined set of strategic global accounts, building deep C-suite and VP-level relationships in partnership with Sales.

Partner closely with Sales, Product, and Marketing to ensure a seamless customer journey from initial sale through renewal and expansion.

Develop and implement scalable processes, tools, and frameworks that improve account health, increase customer lifetime value, and reduce churn.

Analyze account performance data and market trends to inform strategy, identify risks early, and surface growth opportunities.

Collaborate with regional leaders to ensure consistent execution of account management practices across diverse global markets and customer segments.

Represent the voice of the customer internally, advocating for product improvements and service enhancements based on client feedback.

Build and present regular business reviews (QBRs/EBRs) at the executive level, both internally and with key client stakeholders.

Drive forecasting accuracy and pipeline visibility for renewal and expansion revenue.

REQUIRED QUALIFICATIONS:

8+ years of experience in account management, customer success, or enterprise sales, with at least 4 years in a leadership role managing global or multi-regional teams.

Proven track record of meeting or exceeding NRR, retention, and expansion targets in a fast-moving startup environment

Strong executive presence with demonstrated ability to build and sustain C-suite relationships.

Experience working with large, complex enterprise accounts across multiple industries and geographies.

Excellent cross-functional collaboration skills, comfortable influencing without authority across Sales, Product, Marketing and Operations.

Data-driven mindset with proficiency in CRM platforms (Salesforce preferred) and experience using analytics to drive decisions.

Outstanding communication, negotiation, and presentation skills.

Ability to travel internationally as required (up to 20%).

Experience in logistics or global supply chain is a strong plus.