Account Management Director (SaaS)

TL;DR

Account Management Director (SaaS): Lead diverse account management teams, ensuring client satisfaction, retention, and growth by overseeing cross-functional efforts and aligning strategies with business objectives. Focus on driving operational excellence, negotiating business outcomes, and implementing innovative growth and retention strategies for a large account portfolio.

Location: This is a 100% remote position, and the individual could be based anywhere in Canada. The individual must be prepared to work standard business hours based on the Pacific Time Zone.

Company

Wishpond is a rapidly growing SaaS technology company, founded in 2009, providing digital marketing solutions for small businesses, and is publicly traded on the TSX Venture Exchange.

What you will do

• Lead and mentor diverse Account Management, Customer Success, and Fulfillment teams.
• Oversee client satisfaction, retention, and growth for over 600 account portfolios.
• Manage client relationships, negotiate business outcomes, and address escalations.
• Collaborate with Fulfillment, Product, Marketing, and Sales to improve customer journeys.
• Develop and monitor KPIs, manage budgets, and optimize resources.
• Champion the voice of the customer to influence product roadmap and operations.

Requirements

• Minimum 3-5 years of leadership experience managing diverse, remote teams.
• Proven expertise in account management, customer success, and online marketing (SMB and SaaS environments preferred).
• Strong background in marketing strategy, campaign execution, and fulfillment (SEO, ads, copywriting, design).
• Exceptional relationship management, negotiation, and client objective achievement skills.
• Strong recruitment, training, leadership, and team development skills.
• Fluent in English (spoken and written).
• Must be based anywhere in Canada and prepared to work standard business hours based on the Pacific Time Zone.

Culture & Benefits

• Fully remote position with flexible work arrangements.
• Exciting and dynamic environment with a great leadership team.
• Comprehensive training and regular performance reviews.
• Competitive compensation and referral programs.
• Global, multi-cultural workforce with growth opportunities.
• Publicly traded SaaS technology company.