[Remote] Director, Account Management

Note: The job is a remote job and is open to candidates in USA. Common Wealth Retirement is a financial technology company focused on making retirement security accessible. The Director of Account Management will lead the account management function, develop a team of Account Managers, and manage key employer accounts to drive participation rates and client satisfaction.ResponsibilitiesBuild out the account management function:Take our current approach and build it into a full account management motionCreate the playbooks, templates, and processes the team needs to manage accounts consistently at scaleBuild check-in rhythms so you have a clear read on every account - who's healthy, who's at risk, what needs attentionEstablish how we handle escalations, at-risk accounts, and complex client situationsDefine what good looks like: participation rate targets, NPS benchmarks, implementation timelines, product adoption goalsLead and develop the Account Manager team:Manage and coach 4+ Account ManagersRun regular team meetings and 1-on-1s to keep a pulse on accounts and team performanceJump in on complex implementations and client issues alongside the teamRecruit, onboard, and train new team members as we continue to scaleSet performance goals and conduct reviews for team membersOwn and manage your own book of key accounts:Personally manage a block of Common Wealth's most important employer clientsRun implementations, annual reviews, QBRs, and regular touch points for your accountsDrive participation rates, product adoption, and expansion opportunities in your accountsModel the account management approach you want the team to adoptDrive results across the portfolio:Increase employee participation rates in group retirement plansImprove client NPS and retentionDrive adoption of financial planning services and other product offeringsIdentify and close expansion opportunities with existing clientsPartner with Sales on smooth handoffs from close to implementationSkillsLed account management or customer success at a fast-growth company, or been a top performer at a smaller shop where you wore multiple hatsAbility to build processes that scale and comfortable rolling up your sleeves and managing accounts yourselfExperience taking a function from scrappy to structured and teaching others how to do itAbility to identify gaps, missing playbooks, inconsistent processes, and clunky workflows and fix themExperience creating tools, templates, and dashboards that the team actually usesLead by doing, carrying accounts, jumping into complex client situations alongside the team, and setting the standard through your own workExperience coaching and mentoring account managers, giving them honest feedback, and helping them growComfortable with ambiguity and able to take ownership, move with urgency, and figure it out as you goCommercially minded, thinking about accounts in terms of health, risk, and growth, not just relationship managementExperience driving retention, expansion, and upsell in prior rolesExperience using modern tools, including AI, to work smarterBenefitsHealth and dental benefitsLife insuranceA Health Spending AccountA 5% employer match into one of our award-winning group retirement plansFour weeks of vacationMedical, dental and vision benefitsHealth Spending Account5% employer match into our group retirement plan4 weeks vacationHome Office StipendTop of the line hardwareAnnual Learning & Development BudgetFlex Holiday and Summer Friday ProgramAnnual Company SummitCompany OverviewCommon Wealth Retirement is a fast-growing fintech company that is on a mission to make it possible for every Canadian to achieve a financially secure retirement. It was founded in 2015, and is headquartered in Toronto, Ontario, CAN, with a workforce of 11-50 employees. Its website is https://www.commonwealthretirement.com.