Director of Account Management

Balance Staffing Company; Phoenix (AZ); On-site; USD 120,000 - 170,000; Full time

Job summary

Balance Staffing is seeking a Director of Customer Success to lead the performance, growth, and health of our Enterprise and Strategic Accounts. This role will guide Program Managers and On-Site Representatives to ensure a white-glove partnership rooted in Obsessed With Your Success.

We seek a commercially minded, relationship-driven operator who can view accounts 360 degrees, balancing service delivery, client relations, associate experience, financial performance, AR/DSO, safety, and growth to

Qualifications

• Experience leading enterprise or strategic accounts.
• Ability to manage cross-functional teams (CS, PM, on-site).
• Strong data analytics to drive improvements.

Responsibilities

• Lead and develop program managers, on-site representatives, and other customer-facing team members supporting Enterprise and Strategic Accounts.
• Own the overall health and trajectory of Balance’s most important customer relationships.
• Ensure consistent execution of the Balance Standard across clients, facilities, and geographies.
• Develop deep, authentic, multi-threaded client relationships at the operational and executive levels.
• Maintain visibility into client satisfaction, associate experience, operational KPIs, revenue, gross profit, margin, AR/DSO, safety and workers’ compensation performance.
• Identify account risks early and drive cross-functional action before issues escalate.
• Develop and execute account success and growth plans.
• Expand existing customers geographically, operationally, and across additional Balance service lines.

Skills

Enterprise accounts leadership

Account management leadership

Program management

Relationship building

Data analytics

Job description

Balance Staffing is seeking a Director of Customer Success to lead the performance, growth, and overall health of our Enterprise and Strategic Accounts.

This person will lead our Program Managers and On-Site Representatives and ensure our largest customers consistently experience the Balance Standard: a white-glove partnership rooted in our purpose, Obsessed With Your Success.

This is not a traditional customer-service or account-management position.

We are looking for a commercially minded, relationship-driven operator who can take a 360-degree view of an account and understand how service delivery, client relationships, associate experience, financial performance, receivables, safety, workers’ compensation, and growth all contribute to the health of the partnership.

The Director will be expected to identify risks before they become escalations, deepen relationships with client stakeholders, improve operational performance, develop our customer-facing team, and turn successful client partnerships into larger, healthier, and more profitable relationships.

What You Will Own

• Lead and develop Program Managers, On-Site Representatives, and other customer-facing team members supporting Enterprise and Strategic Accounts.
• Own the overall health and trajectory of Balance’s most important customer relationships.
• Ensure consistent execution of the Balance Standard across clients, facilities, and geographies.
• Develop deep, authentic, multi-threaded client relationships at the operational and executive levels.
• Maintain clear visibility into client satisfaction, associate experience, operational KPIs, revenue, gross profit, margin, AR/DSO, safety and workers’ compensation performance, and competitive risk.
• Identify account risks early and drive cross-functional action before issues become major escalations.
• Develop and execute account success and growth plans.
• Expand existing customers geographically, operationally, and across additional Balance service lines.
• Increase revenue, gross profit, margin, and share of wallet within existing accounts.
• Partner with Finance to understand and improve receivables, aging, billing issues, and DSO within strategic accounts.
• Partner with Safety, Risk, Operations, and clients to understand injury trends, identify root causes, and drive continuous improvement in safety and workers’ compensation performance.
• Ensure clients receive meaningful reporting, analytics, and business reviews that move beyond reporting data toward providing insight and recommendations.
• Champion the associate experience and use associate feedback to improve attendance, retention, safety, engagement, and client outcomes.
• Build a culture of continuous improvement in which every major account becomes measurably healthier over time.
• Serve as the voice of the customer internally and connect Sales, Recruiting, Operations, Finance, Safety, HR, Technology, and executive leadership around client needs.

What We Are Looking For

The ideal candidate has experience leading complex, high-volume, multi-site customer relationships within staffing, workforce solutions, managed services, logistics, outsourcing, or a similar service environment.

They should have demonstrated success in several of the following areas:

• Leading enterprise or strategic accounts
• Managing and developing account-management, customer-success, program-management, or on-site teams
• Growing existing customers and increasing share of wallet
• Developing executive-level client relationships
• Using operational data and analytics to drive improvement
• Understanding account economics, gross margin, and profitability
• Working with AR, DSO, billing, or receivables issues
• Understanding workplace safety or workers’ compensation trends
• Driving measurable continuous improvement
• Managing client escalations and account risk
• Building repeatable processes and operating rhythms

The Person

We are looking for someone who is:

• Highly accountable
• Commercially minded
• Relationship driven
• Operationally strong
• Data oriented
• Financially aware
• Naturally curious
• Proactive rather than reactive
• Comfortable with senior client executives and frontline operations
• Comfortable challenging clients and internal teams when necessary
• Able to influence across functions without direct authority
• Relentless about follow-through and continuous improvement

Most importantly, this person should genuinely care about making other people successful.

At Balance, Obsessed With Your Success is not a tagline.

For this role, it means making our clients more successful, creating better experiences and outcomes for our associates, developing our people, and continually making every strategic partnership stronger.

What Success Looks Like

A successful Director of Customer Success will build an Enterprise portfolio where:

• Clients retain and grow with Balance.
• Relationships are deeper, broader, and less dependent on a single contact.
• Revenue, gross profit, margin, and share of wallet increase.
• AR and DSO are understood and improving where problems exist.
• Safety and workers’ compensation performance improve.
• Client and associate NPS improve.
• Operational problems are identified earlier and solved at the root cause.
• Program Managers operate as true business partners rather than administrators.
• Clients receive actionable insights, not simply reports.
• Balance consistently identifies new ways to create value.
• Every major account becomes measurably healthier over time.

The ultimate goal is for our strategic customers to view Balance as an indispensable workforce partner—not simply another staffing vendor.