Ombud is seeking an Account Management Director to lead our Customer Success Management team. This role is essential for ensuring the success and satisfaction of our clients while exceeding the company’s net revenue retention (NRR) goals. You will help Ombud maintain the highest level of service while scaling a team of self-sufficient, customer-first, and service-oriented Customer Success professionals.

You will be responsible for driving the renewal process of our existing client base as well as cross-selling and upselling. You will be responsible for measuring, assessing and growing accounts to support key metrics, including: evaluating team performance and morale, account health, and account management strategy to drive renewal.

What You’ll Do:

• Become an expert in Ombud’s software solutions and educate customers and the team on the use and benefits of our software product(s)  
• Define and execute Ombud’s Customer Success renewal and upsell strategy
  • Establish performance metrics and seek continuous improvement
  • Build renewal process and strategy to maintain 110% NRR year over year
  • Build our cross-sell process
• Be a customer advocate, capturing user feedback and reporting requests to our Product team
• Analyze and report on account health
  • Monitor, analyze, and grow NRR annually per account
  • Track account health using engagement metrics
  • Conduct quarterly account-level goal setting process with accounts
• Maintain revenue base by leading renewal strategy

About You:

• 3+ years of experience in a customer-facing role
• 2+ years of experience in a Customer Success organization in the software industry
• Proven record of exceeding sales revenue targets
• Excellent written and verbal communication skills
• Inherent drive to support colleagues and clients alike, with strong interpersonal skills
• Ability to understand and articulate technical concepts and derive solutions
• Confident, organized, self-motivated, and collaborative
• Prior sales experience
• Bachelor’s degree

More About You:

• You are passionate about people and customers
• You dive head first into data to analyze ways to improve
• You love mapping out new processes and modifying outdated processes
• You are professional, and it shows
• You want to win, for yourself and for Ombud

Ombud Values IT WAR:

• Integrity: Total trust in the team; striving for what is good and right
• Thought Leadership: Mediocrity is not the fail-safe; aptitude and desire to continue learning
• Willingness: Prompt to act or respond; contribute outside of your job description
• Ambition: Self-Starter that doesn’t wait for things to happen, Focus and Drive to accomplish something great; relentless pursuit of opportunity  
• Reliability: Perform consistently well; dependable 

What Ombud Offers You:

• A culture that fosters career development and values working together as a team
• Employee Stock Option Plan (our employees are owners)
• Full Benefits, including:  Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical, RTD Eco-Pass
• Downtown Denver working environment

Ombud is proud to be an equal opportunity employer. All employment decisions at Ombud are based on merit, competence, and business need. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, ancestry, national origin, genetic information, disability, marital status, military service, or any other status protected under federal, state or local law. We are committed to building a diverse team and fostering an inclusive and entrepreneurial work environment.