[Remote] Director of Account Management

Note: The job is a remote job and is open to candidates in USA. Thatch is a fully distributed early stage company focused on transforming healthcare in America. They are seeking a Director of Account Management to lead the team responsible for customer retention and expansion, develop a high-performing team, and establish operational processes for strategic service delivery.ResponsibilitiesLead, coach, and develop a team of Account Managers, creating accountability around performance, customer outcomes, and team development while fostering a high-performing, customer-centric cultureDefine and evolve the Thatch service model in partnership with CS leadership, including staffing models, customer tiering, value-delivery frameworks, and how we communicate our service offering to customers and prospectsDesign and implement scalable customer programs, operating processes, and team workflows that improve customer experience, increase efficiency, and support long-term retention and growthIdentify, implement, and optimize the tooling, processes, and data infrastructure that help AMs work more efficiently and at greater scale – ensuring the team has the right leverage to serve a growing customer base without proportionally growing headcountServe as the primary escalation point for complex customer situations, partnering cross-functionally with Product, Operations, Support, and Leadership to drive resolution and improve underlying processesEstablish performance management and coaching frameworks, leveraging customer feedback, business metrics, and team observations to identify development opportunities and enable continuous growthPartner with Sales teams on strategic opportunities, including finalist presentations, references, executive relationship-building, and handoff from Account ExecutivesSkills7+ years of experience in customer success, account management, implementation, consulting, or a related customer-facing function, including experience managing and developing high-performing teamsStrong operational and analytical skills, with a track record of building scalable processes, programs, and systems that improve customer and team outcomesDemonstrated success managing executive customer relationships and navigating complex escalations in fast-paced environmentsExceptional communication, presentation, and stakeholder management skills, with the ability to influence cross-functional partners and senior leadersProven ability to balance strategic thinking with hands-on execution, operating effectively in environments where processes are still evolvingFamiliarity with CRMs and customer success platforms and a track record of using tooling and data to drive team efficiency and customer healthExperience leading Customer Success or Account Management teams within health insurance, employee benefits, HR technology, payroll, fintech, or other complex B2B2C businessesExperience building customer lifecycle programs spanning onboarding, adoption, renewals, retention, and customer advocacyExperience helping a high-growth company scale from a more reactive customer operations into a proactive, data-driven organizationExperience with NRR management, customer health frameworks, and early-stage expansion programsExperience supporting enterprise or mid-market sales cycles through executive presentations, customer references, RFP responses, or service designCompany OverviewThatch is a health benefits platform that lets businesses offer flexible healthcare through a monthly allowance and curated health services. It was founded in 2021, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://thatch.com.