Director of Account Management

Campus Connect Group; Toronto; Hybrid; CAD 120,000 - 170,000; Full time

Job summary

Campus Connect Group is seeking a Director of Account Management to lead a small team, ensuring client health and proactive issue resolution without overburdening engineering resources. This leadership role focuses on process design, escalation management, and developing a scalable client-support function.

The ideal candidate has 5+ years in B2B SaaS account management with proven experience building dashboards, driving customer success metrics, and delivering measurable improvements in client

Qualifications

• Five+ years in account management or customer success in B2B SaaS, with at least two years leading a team.
• Must have built or owned a client health, retention, or support dashboard and be able to explain metric choices.

Responsibilities

• Lead a team of three to four account managers with workload distribution, coaching, and performance reviews.
• Own the client health dashboard and report items monthly to the executive team.

Skills

Account management

Team leadership

Data-driven decisions

Dashboard reporting

Zoho Desk

Process design

Technical literacy

Customer success

Escalation management

Tools

Zoho Desk

Job description

About the role

Campus Connect Group operates a portfolio of software businesses serving private post-secondary education. One of our operating companies supports around ninety institutional clients on a platform they use to run admissions, student records, and communications.

We are looking for a Director of Account Management to run that function as a measured discipline rather than as reactive support. You will lead a small team, own client health as something visible and reported rather than anecdotal, and make sure your team resolves what it can without using scarce engineering capacity.

This is a management role first. The person in it should be handling escalations and developing the team, not personally holding a queue of client requests.

What you will own

• The team. Three to four account managers: workload distribution, coaching, one-to-ones, and performance.
• The client health dashboard. Open items by account weighted by revenue, aging, escalations, and satisfaction, reported monthly to the executive team. You will build or materially shape this.
• The commercial weighting of the backlog, working with the Technical Product Manager. You supply what the client needs and what it is worth; they sequence delivery.
• Request quality at source. Your team is accountable for the completeness of what it submits. Incomplete requests are returned rather than passed on.
• Client self-service. A meaningful share of incoming requests need no developer at all. Growing that share through tooling and training is one of your highest-leverage areas.
• Proactive client communication, including declines, delays, and revised timelines, delivered before the client has to ask.

Experience required

• Five or more years in account management or customer success in B2B SaaS, including at least two years managing a team.
• A data-driven approach you can evidence. You have built or owned a client health, retention, or support dashboard, and can explain which metrics you chose and why. This is the capability we look at most closely.
• Process design experience: you have created or improved an escalation, onboarding, or support workflow, and can describe what changed as a result.
• A track record of delegation, including how you distributed work and set standards for a team.
• Enough technical literacy to triage: you can tell a configuration request from a defect from a feature request.
• Extensive experience with Zoho Desk or a comparable platform to track, drive throughput, etc.; required is ability to configure rather than only use.

Nice to have

• Education technology, or selling to institutions with procurement cycles and compliance obligations.
• Experience standing up self-service or client portal capability.

What success looks like

• At 3 months: every account has a health score you review monthly, and you hold very few requests personally.
• At 6 months: your team resolves the large majority of account-serviceable requests without a developer, and nothing sits with an account manager for more than two weeks without activity.
• At 12 months: measurable improvement in client satisfaction and fewer escalations across the largest accounts.

Interview process

Expect a dashboard design exercise, a live triage exercise using real anonymized client requests, a discussion of a time your queue became unmanageable and what you did, and a role-play of a difficult client conversation.