Director, Account Management

The Opportunity

We're looking for a galvanizing Director of Account Management to lead our team of Account Managers — the primary relationship owner for every account in our post-sale model. This focused leader will be responsible for driving retention within our book accounts, as well as targeted expansion through pricing and license adoption.

Account Managers carry the account end to end: owning contract execution, license expansion, and price increases, multi-threading relationships across every level of the account, and pulling in a Customer Success Manager for adoption support and product depth or an Account Executive for cross-sell opportunities. In this role, you will coach and lead your team to develop strategic account plans, build the kind of trust that survives a hard renewal conversation, and drive value for those accounts such that they see returns from Buildout's vision and continue investing in our platform.

Reporting to the Vice President of Customer Experience, you'll be a valued leader in the CX organization — a partner to the Director of Customer Success — helping build the operating rhythm and enablement that let this pod model actually work.

How You’ll Contribute at Buildout

Strategy and Leadership

• Develop and execute the overall Small/Mid-Market Account Management strategy with the VP of Customer Experience

• Build a foundational AM enablement plan covering best-in-class save strategies, discovery, ROI/value demonstration, multi-threading, proactive insights, thought leadership, negotiation, and deep industry/business knowledge

• Collaborate with cross-functional leaders (Customer Success, Sales, Billing, Implementation, Support) to solidify "swim lanes" and rules of engagement for seamless customer communication and hand-offs

• Deliver clear, honest readouts to leadership, including reporting on team performance, retention health, and areas needing investment or course correction

• Work tightly with People Ops to develop a best-in-class onboarding experience

Relationship Ownership

• Set the example for methodical relationship ownership: account planning, meeting prep, agenda setting, call format, follow-up, and close

• Develop relationships with key customers and serve as an escalation point for reps

• Intuitively understand risks and opportunities within accounts while seeing the bigger picture

• Be a constant student of the CRE landscape, customer businesses, and competing/complementary technology

Operational Excellence

• Establish clear retention, account growth, and health KPIs for the team

• Monitor pipeline activity, forecast accurately, and ensure consistent attainment of retention targets

• Maintain pristine CRM hygiene and enforce documentation protocols

• Implement consistent pipeline reviews, deal coaching, and account planning sessions

People & Accountability

• Communicate clearly what good looks like, and where performance stands

• Hire, coach, and maximize a team of AMs with strong listening, communication, and time management skills

• Proactively manage team capacity, balancing headcount expenditures without compromising revenues or customer experience

• Build a strong team dynamic, encouraging collaboration across the organization

Competencies

• Obsessive about talent: You attract, motivate, and retain top performers

• Multi-threading instinct: You build trust across levels and departments in every account

• Diplomatically unshakeable: Deliver price increases or hard truths with warmth, not apology

• Persistent: “No” is just the starting line — you push through obstacles

• Process oriented & tech obsessed: You scale impact through process and technology

• Fast and findable: Responsive communication that keeps momentum moving

• Results-driven: You prioritize work that impacts business outcomes

• Coordinated: Success depends on close collaboration with Customer Success and Sales

• Masters the calendar: Excellent time and priority management

• Road-ready: Comfortable traveling for QBRs, renewals, or industry events

What You’ll Bring to Buildout

• 4+ years of sales and/or account management experience in a quota-carrying capacity

• 2+ years of experience managing Account Managers or similar post-sale roles

• Proven ability to drive results, with a track record of meeting/exceeding revenue or account growth targets

• Hands-on understanding of B2B SaaS deal flows, relationship building, and pricing mechanisms

Role Details

• Location: Remote role open across most of the US (HQ in Chicago)

• Compensation: $110,000–$125,000 base salary with $180,000–$200,000 OTE

• Reporting To: Elisabeth Blaha, VP of Customer Experience

Perks & Benefits

• Impactful insurance and benefit options, including 2 medical plans, 100% coverage of employee dental and vision premiums, HSA seed, company-paid STD, LTD, life insurance, telemedicine, and a $400/year wellness benefit

• Flexible PTO, 14 paid company holidays, paid parental leave, and give back days

• 401(k) with 4% company match and immediate vesting

• Fully remote work culture with $600/year remote work reimbursement and annual in-person company kickoff

• Challenging problems to solve with a supportive team invested in your growth

• A quirky culture where you’re encouraged to bring your whole self to work