Own the number. Take full accountability for Net Revenue Retention across Packsize's core customer base, actively managing customer and relationship health, renewals, and expansion opportunity identification.
Lead and develop a high-performing AM team. Coach, mentor, and performance manage a team of Account Managers - building the culture, habits, and skills needed to retain and grow customers at every stage of the lifecycle.
Drive expansion and advocacy. Partner with Sales to identify and convert expansion opportunities, and turn your most satisfied customers into active Packsize champions - references, case studies, and pipeline contributors.
Develop a scaled motion for the long tail. Establish an efficient, low-touch coverage model for downmarket and pre-ICP (Ideal Customer Profile) customers that preserves retention without over-indexing resources.
Champion the voice of the customer internally. Synthesize AM feedback, escalations, and product gaps into actionable input for R&D, ensuring the roadmap reflects what matters most to Packsize's customer base.
Partner cross-functionally. Serve as the primary CS&G stakeholder in Sales, Marketing, and R&D partnerships, from smooth handoffs at close, to sourcing customer stories for marketing, to representing CS&G in company-wide planning.
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Requirements
7+ years of B2B Account Management experience, including at least 3 years leading Account Management teams
Proven experience building or scaling an account management function focused on both retention (keep) and expansion (grow)
Experience scaling AM processes, including coverage models, health scoring, and forecasting - you don't just manage, you build
Strong growth and forecasting discipline; confident owning the number and managing pipelines across segments
Deep understanding of customer lifecycle models and how to operationalize retention and growth strategies
Ability to balance commercial outcomes with customer-centric strategy
Experience leading teams that work closely with CSMs to drive verified outcomes and measurable customer impact
Proven ability to recruit, develop, and performance manage high-performing AM teams - you know how to raise the floor and the ceiling
Excellent cross-functional collaboration skills, especially with Sales, Product, Service Operations, and Finance - you know how to get things done across organizational lines
Skilled communicator with executive presence, able to represent customer performance and strategy to leadership - you know how to hold your own in front of a C-suite stakeholder, both internally and externally
Data-driven mindset and comfort using systems like Salesforce and other BI reporting tools to manage performance
Position may be filled at the Director, or Senior Director level depending on experience
Benefits
Health insuranceDental insuranceVision insurance401(k)Flexible schedule
Additional Information
Job Description:
Director, Account Management
About Packsize
Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box-it's delivering what's right for our customers, their customers, our people, and the planet.
The Customer Growth & Success (CS&G) Team at Packsize
At Packsize, our Account Management team is the engine behind customer retention and growth. Our AMs aren't just relationship managers; they're trusted advisors who understand their customers' business deeply and bring real commercial value to every interaction.
We are looking for an experienced Director of Account Management to lead the team responsible for driving customer retention, renewals, and growth across our growing base of mid-market and enterprise accounts. This is a foundational leadership role within the Customer Growth organization, focused on building the bridge between customer outcomes and revenue growth.
Packsize · Remote