Director of Account Management (CSR)

TL;DR

Director of Account Management (SaaS/CSR): Leading the Customer Success function to drive retention, expansion, and NRR growth for corporate partners with an accent on strategic enterprise relationship management and team leadership. Focus on scaling CS playbooks, navigating complex stakeholder environments, and aligning customer voice with product and sales strategies.

Location: Remote (USA)

Salary: $145,000 – $160,000

Company

hirify.global provides curated social impact team experiences for companies to engage employees and support local nonprofits across 90+ countries.

What you will do

• Lead and develop the Customer Success team, setting clear performance expectations and conducting regular coaching.
• Define and own key CS/AM metrics, including NRR, retention, utilization, and renewal rates.
• Develop and continuously improve CS playbooks and operational frameworks to ensure scalability.
• Manage strategic enterprise accounts, guiding CSMs through high-stakes renewals and C-suite negotiations.
• Serve as a strategic liaison between Customer Success and Sales, Product, and Marketing to influence internal priorities.
• Develop reporting infrastructure to improve forecasting accuracy and leadership decision-making.

Requirements

• 8+ years of B2B SaaS account management or customer success experience.
• Proven track record managing large, complex enterprise relationships across multi-threaded stakeholder environments.
• Deep familiarity with the Corporate Social Responsibility (CSR), ESG, or employee engagement landscape.
• 3+ years of experience leading and developing high-performing, client-facing CS or AM teams.
• Demonstrated success in growing enterprise accounts through expansion and improving NRR.
• Strong data-driven mindset with the ability to build reporting frameworks and translate insights into action.

Culture & Benefits

• Comprehensive Health, Dental, and Vision insurance.
• Unlimited PTO, plus holidays and a birthday off.
• Unlimited Social Impact Time Off (SITO).
• Annual paid company-wide holiday break between Christmas and New Year’s Eve.
• Inclusive, fast-paced startup culture with opportunities for accelerated career growth.