Director, Account Management

ServiceTrade; Durham (NC); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Medical Insurance

401(k) with Match

Paid Time Off

Parental Leave

Flexible PTO

Job summary

ServiceTrade is seeking a Director, Account Management in Durham, NC. You will lead and scale the Account Management organization, coaching Corporate and Emerging AMs to maximize revenue and retention.

The role requires strategic leadership, data-driven decision making, and collaboration across Sales, Success, Product, and Marketing. You will own forecasting, playbooks, and executive communications, while building a high-performance culture and ensuring excellent customer outcomes in a

Qualifications

• BA/BS with 8+ years in SaaS Account Management or Customer Success/Sales.
• Proven track record leading high-touch and scaled account management models.
• Demonstrated history of meeting or exceeding ARR, renewal, and retention quotas.
• Deep understanding of SaaS metrics like NRR, GRR, CAC, LTV.

Responsibilities

• Lead and scale the daily execution of the Account Management org.
• Coach and empower Corporate and Emerging Account Managers.
• Own strategy to maximize Net Revenue Retention and ARR expansion across tiers.
• Maintain accurate sales/renewal forecasts and define core AM processes.

Skills

Team Leadership

Account Management

SaaS Metrics

Forecasting

Executive Communication

Education

B.A./B.S. degree

Tools

SFDC

Gong

Chilipiper

Google Workspace

Job description

Position Description

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth.

We’re looking for a Director, Account Management who’s excited to make an impact. In this role, you will be responsible for leading and scaling the daily execution of our Account Management organization. You will manage, coach, and empower a high-performing team composed of Corporate and Emerging Account Managers.

Why ServiceTrade

You’ll belong here from the start. We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves.

About You

You are an inspiring leader, strategic thinker, and proven builder of high-performing account management and revenue teams. You understand how to segment customer portfolios, tailor engagement strategies for both high-touch corporate accounts and scaled/emerging customer tiers, and foster a culture of accountability and continuous development. You possess a deep understanding of SaaS business metrics (NRR, GRR, Churn, ARR expansion) and know how to turn customer value realization into predictable revenue growth.

The successful candidate will be an agile, consultative leader and customer-first strategist who thrives in a fast-paced growth environment. You are adept at removing obstacles for your team, navigating complex executive-level negotiations, and driving operational excellence through structured process and data-driven insights.

Key Responsibilities and Activities

Team Leadership & People Management

• Recruit, hire, coach, and retain top talent across the Corporate Account Management and Emerging Account Management teams.
• Establish clear KPIs, quotas, performance standards, and career development paths for team members.
• Provide ongoing coaching on pipeline management, contract negotiation, account planning, and executive presentation skills.
• Drive team engagement, accountability, and a high-performance culture aligned with ServiceTrade’s core values.

Portfolio Strategy, Retention, and Revenue Growth

• Own the overarching strategy to maximize Net Revenue Retention (NRR), minimize churn, and drive expansion ARR across all customer tiers.
• Design and execute tailored engagement playbooks for Corporate AMs (mix of high and low touch accounts) and Emerging AMs (scaled/tech-enabled coverage).
• Engage directly with key client stakeholders alongside Account Managers during critical contract negotiations, complex renewals, and account turn‑around efforts.
• Oversee early‑warning indicators for risk accounts, collaborating with cross‑functional partners to execute save plans.

Operational Excellence & Forecasting

• Maintain accurate sales and renewal forecasts in SFDC, providing regular ARR, churn, and expansion visibility to executive leadership.
• Define and continuously refine core account management processes, including Executive Business Reviews (EBRs), value realization frameworks, and upsell methodologies.

Cross-Functional Collaboration & Executive Alignment

• Partner closely with Customer Success, Professional Services, Customer Support, Product Management, Marketing, and Sales to ensure a seamless end-to-end customer journey.
• Translate customer insights and market feedback into actionable recommendations for Product Management and Marketing to support ongoing product adoption and expansion opportunities.
• Align with Sales leadership on handoffs and expansion opportunities to maximize lifetime customer value (LTV).

Knowledge and Skills

• B.A. or B.S. degree with 8+ years of SaaS Account Management or Customer Success/Sales experience, with at least 3+ years of direct people management experience leading revenue-generating teams.
• Proven track record of managing both high-touch and scaled/tech-touch Account Management models.
• Demonstrated history of consistently meeting or exceeding team expansion ARR, renewal, and retention quotas.
• Deep understanding of SaaS business models, customer metrics (GRR, NRR, CAC, LTV), and commercial negotiation dynamics.
• Exceptional executive presence with superior oral, written, presentation, and interpersonal communication skills.
• Strong analytical skills with the ability to leverage data, metrics, and forecasts to drive operational decisions.
• Proven ability to build strong cross-functional relationships across Sales, Product, Marketing, and Operations.
• Proficiency with SFDC, Gong, Chilipiper, Google Workspace, and modern CS/Sales enablement tools required.
• Travel required as needed for strategic customer visits and team engagements (~15–25%).

A few things you’ll want to know

What does ServiceTrade do?

ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.

Ok, so why should I care about that?

Our customers do essential work — often behind the scenes — and our software helps them do it better. They’re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers. When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.

What kind of working environment do you have?

We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.

Learn more about our culture and values on our About Us page.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through Unum
• Flexible Spending Account and Dependant Care Account
• Company-paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave
• Paid Time Off for Volunteering
• Employee Reimbursement Program to use for well-being, technology and/or professional development

ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.

(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, LA, MD, ME, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)

EEO Statement

ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.