Account Manager developing individual account strategies for advertising customers at flaschenpost. Managing retail - media measures and collaborating with brands and agencies.
About the role
- Director of Account Management at Mad Mobile leading customer success strategy and revenue growth in SaaS. Fostering executive relationships and optimizing customer satisfaction and retention metrics.
Responsibilities
- Lead and execute the overall customer success and account management strategy to maximize customer value and revenue growth.
- Own expansion revenue targets (upsell, cross-sell, add-ons) and drive monthly reporting on ARR/expansion metrics.
- Define and implement scalable processes for onboarding, adoption, retention, and renewals.
- Develop customer success initiatives, metrics, and KPIs that improve the customer journey, drive both satisfaction and expansion opportunities.
- Build and execute strategic account plans that identify high-value growth use cases and convert them into measurable bookings.
- Deliver executive business reviews and ROI/value presentations to sponsor stakeholders to secure approvals for expansion.
- Manage a pipeline of expansion opportunities, forecast quarterly upsell bookings, and collaborate with Sales to close deals.
- Coach and lead the customer success team to act as trusted advisors and effective co-sellers with field sales on enterprise opportunities.
- Negotiate commercial terms for renewals and expansions in coordination with Sales Leadership and Legal, protecting both customer value and company margin.
- Partner with Product, Marketing, and Partnerships to convert roadmap and promotional initiatives into commercial outcomes.
- Track and optimize key metrics including expansion ARR, renewal rate, churn, CLTV, and average deal size.
Requirements
- Extensive leadership experience in customer success, account management, or sales within SaaS or hospitality/restaurant technology.
- Proven track record of selling into existing customers and meeting expansion/upsell quotas.
- Experience building, scaling, and managing customer success teams with measurable improvements in retention and expansion.
- Strong analytical skills and familiarity with customer success tools (Gainsight or similar), CRM (Salesforce preferred), and dashboards to track performance.
- Consultative selling skills with the ability to develop business cases, lead executive conversations, and close multi-location/enterprise upsells.
- Excellent communication skills and the ability to influence executives and cross-functional teams.
- Customer-centric mindset with the ability to proactively identify needs, solve problems, and align growth opportunities to customer goals.
- Experience negotiating contracts, pricing, and renewal terms; comfortable working with Legal and Finance to structure deals that preserve margin.
- Comfortable in a quota-driven environment and measured on revenue KPIs (ARR, expansion MRR, renewal rate).
- Bachelor's degree preferred; relevant experience may substitute.
Benefits
- 80% company-paid benefits for medical, dental, and vision for employees choosing HDHP plan
- 75% coverage of family plan costs
- $500 for HSA (prorated based on start date)
- 401(k) and matching contribution (up to 4%, fully vested on day one)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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