Director, Account Management

Buyers Edge Platform; Chicago (IL); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, dental, vision

FSA

Life insurance

401(k) match

Flexible PTO

Job summary

Buyers Edge Platform’s Director of Account Management / Customer Success leads the post-sale organization, aligning day-to-day execution with long-term vision. Reporting to the COO, this role drives retention, expansion, and customer success outcomes across the existing client base, while mentoring a team of Account Managers.

At the center of the revenue engine, you own renewal targets, oversee strategic accounts, and partner with Sales, Product, and Finance to optimize pricing and packaging.

Qualifications

• 8+ years in customer-facing SaaS or technology roles.
• 4+ years of people management experience leading commercial post-sales teams.
• Proven success owning multi-million-dollar renewal and expansion targets.
• Strong ability to assess customer health and renewal risk signals.
• Experience navigating complex commercial events and negotiations.
• Proficient in Salesforce and sales engagement platforms.

Responsibilities

• Own and deliver expansion and renewal revenue targets across the managed portfolio.
• Drive strong Net Revenue Retention (NRR) and Gross Renewal Rates (GRR) through forecasting and pipeline reviews.
• Lead strategy and executive involvement on high-value, complex, or at-risk accounts.
• Oversee responses to complex events and coordinate with leadership on pricing strategy and expansion plays.
• Lead, mentor, and develop a high-performing team with accountability and growth.
• Coordinate with cross-functional teams to ensure a unified customer experience and successful renewals.

Skills

Account Management

Customer Success

Expansion Sales

Leadership

Salesforce

Strategic Planning

Tools

Salesforce

Job description

Regular

Job Description

The Director of Account Management / CustomerSuccess serves as a strategic leader bridging day-to-day operationalexecution and strategic vision within the post-sale organization. Reporting tothe COO, this role is responsible for driving retention, expansion, andcustomer success outcomes across the existing client base.

Sittingat the center of the post-sale revenue engine, the Director manages a team ofAccount Managers, owns quarterly Net Revenue Retention (NRR) and Gross Renewaltargets, and operationalizes scalable commercial motions. This positionrequires someone who can balance high-level strategic analysis andcross-functional alignment with hands-on team coaching, ensuring proactive riskmanagement, process improvement, and long-term client growth.

Who we are:

ArrowStreamis reshaping the landscape of supply chain optimization for foodservicebusinesses. The premier foodservice cloud platform for supply chainintelligence, we've connected over 105,000 restaurant locations to over 1,300distribution locations, 11,000 manufacturers, and over 275 leading brands. As aBuyers Edge Platform SaaS Solution, ArrowStream customers feel empowered tomake informed decisions with our secure cloud-based data management solutionsincluding ArrowStream Central (operators), Crossbow (distributors), andChainConnect (manufacturers). Not only are we strengthening buying decisionswith our industry technology, but we're enforcing pricing accuracy, protectingsupply, ensuring quality, and enhancing foodservice partnerships.

We are unable to offer work sponsorship for thisrole.

Your impact:

• Own and deliver expansion andrenewal revenue targets across the managed portfolio.
• Drive strong Net RevenueRetention (NRR) and Gross Renewal Rates (GRR) through disciplinedforecasting, deal inspection, and pipeline reviews.
• Lead strategy and directexecutive involvement on high-value, complex, or at-risk accounts.
• Oversee commercial responses tocomplex events (M&A, org changes, budget shifts) and partner withleadership on pricing strategy, packaging, and expansion plays.

Leadership& Team Development

• Lead, mentor, and develop ahigh-performing team, fostering a culture of accountability,collaboration, and continuous professional growth.
• Establish clear performanceexpectations, inspection rhythms, and regular performanceevaluations.
• Provide targeted coaching onrenewal strategy, negotiation, multi-threading, expansion identification,stakeholder mapping, and churn mitigation.
• Facilitate ongoing trainingprograms around account maintenance, upselling, cross-selling, andcompetitive positioning.

ClientRelationship Management & Strategic Account Planning

• Oversee the management of keyclient relationships, ensuring the team deeply understands client businessgoals, usage patterns, and growth opportunities.
• Serve as an executive sponsorfor critical accounts and act as a senior escalation point for complexclient issues or at-risk renewals.
• Guide the team in developingand executing data-driven strategic account plans.
• Partner with cross-functionalteams and platform brands to uncover and drive additional revenue throughdirect manufacturer programs and platform optimizations.
• Represent the company at clientmeetings and industry events to strengthen relationships and gather marketintelligence.

ProcessOptimization & Operational Excellence

• Implementan ABM system that proactively monitors customers’ industry segment andbusiness signals along with their ArrowStream and BEP communications totrack, analyze and report on the state and value of the customer’srelationship with ArrowStream and BEP.
• Standardize and scalerepeatable processes for account planning, renewal timelines, expansionplays, and escalation pathways.
• Build and operationalizechurn-risk detection frameworks to identify early health indicators andresolve account friction.
• Partner with Finance, Legal,and Sales Ops to ensure contract, pricing, and billing alignment andaccuracy.
• Maintain rigorous CRM hygiene(Salesforce), forecast accuracy, and consistent use of sales executiontools across the team.
• Act as a primary liaisonbetween Account Management and BEP internal brands, ensuring alignment ofgoals, processes, and customer expansion opportunities.
• Partner closely with Sales,Customer Success, Operations and Product to define clear ownership, smoothhandoffs, and a unified customer experience.
• Share customer insights, markettrends, and competitive intelligence with internal stakeholders toinfluence product roadmaps, service delivery, and GTM strategies.

Metrics/ Areas of Focus

• Net Revenue Retention (NRR)& Gross Renewal Rate (GRR)
• Expansion Revenue (Up-sell andCross-sell) & Quota Success
• Renewal Forecast Accuracy
• Team Performance, Retention,and Career Growth
• Process Improvement, PipelineHygiene, & Scalability
• Cross-Functional CollaborationEffectiveness

About you:

• 8+ years of experience incustomer-facing SaaS or technology roles (Account Management, CustomerSuccess, Expansion Sales, or Client Services).
• 4+ years of people managementexperience leading commercial post-sales teams, including managing seniorindividual contributors or team leads.
• Proven success owningmulti-million-dollar renewal and expansion revenue targets with a trackrecord of driving strong NRR.
• Strong ability to assesscustomer health, usage trends, renewal risk signals, and expansionopportunities to drive data-informed action.
• Experience navigating complexcommercial events, competitive pressure, and high-valuenegotiations.
• Proficient in Salesforce (orrelevant CRM) and sales execution/engagement platforms.

What's in this for you:

• Great benefits from day one. Weoffer medical, dental, vision, FSA, company-paid life insurance, andmore—plus a 401(k) with company match.
• Grow with us. Enjoy strongtraining, development, and competitive pay.
• Work-life balance. Our flexiblePTO policy lets you take time when you need it—no accrual required.

We welcome all.

We are committed to creating a diverse environment and are proud to be an equalopportunity employer. All qualified applicants will receive consideration foret employment without regard to actual or perceived race, color, creed, religion,national origin, ancestry, citizenship status, age, sex or gender (includingpregnancy, childbirth and pregnancy-related conditions), gender identity or[removed]including transgender status), sexual orientation, marital status,military service and veteran status, physical or mental disability, geneticinformation, or any other characteristic protected by applicable federal, stateor local laws and ordinances.