Director, Relationship Management

Human Interest; Washington (District of Columbia); On-site; USD 175,000 - 180,000; Full time

Benefits offered by this job

401(k) matching

Health, dental, vision plans

Parental leave

Wellness & equity benefits

Job summary

Human Interest is seeking a Director of Account Management to lead a high-performing team and drive long-term client success for our 401(k) platform. You will develop scalable frameworks, KPIs, and cross-functional collaborations with Product, Operations, and Sales to optimize client journeys.

The role emphasizes data-driven insights to reduce churn, proactive client health management, and strategic planning as we scale.

Qualifications

• 5+ years of experience leading customer-facing teams such as account management, customer success, or sales.
• Proven track record of driving customer retention and satisfaction in a SaaS or tech environment.
• Experience building and scaling high-performing teams through rapid growth.
• Strong ability to develop strategic account plans and processes that drive measurable results.
• Experience implementing systems to track customer health and team performance.
• Exceptional communication and relationship-building skills with clients and internal stakeholders.
• Data-driven approach to decision-making and performance management.

Responsibilities

• Direct a high-performing account management team that drives client retention and expansion.
• Develop and implement strategic account management frameworks with KPIs and playbooks for different client segments.
• Create scalable processes to identify upsell opportunities while maintaining exceptional client experiences.
• Partner cross-functionally with Product, Operations, and Sales to ensure seamless client journeys.
• Implement data-driven approaches to track client health, predict churn, and develop proactive intervention strategies.
• Oversee quarterly business reviews with key clients to strengthen relationships and demonstrate ROI.
• Drive the evolution of our account management function as the company scales.
• Serve as an escalation point for complex client issues requiring executive attention.

Skills

Account management leadership

Retention strategy

Team scaling

Strategic account planning

Customer health tracking

Relationship building

Data-driven decisions

Tools

Salesforce

Job description

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.

More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock , TPG (The Rise Fund) , SoftBank, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more.

About the role

The Director of Account Management role is strategic in nature, focusing on long-term growth and client success. Key responsibilities include developing and implementing strategic account management frameworks, creating scalable processes for upselling, and fostering cross-functional collaboration. The role also emphasizes a data-driven approach to client management, using insights to predict churn and optimize client health. Additionally, the Director will play a key role in evolving the account management function as the company grows, highlighting the importance of strategic planning and adaptability in this position.

About the team

The Account Management team at Human Interest sits at the intersection of customer success, product adoption, and revenue growth. As the voice of our clients internally and the face of our company externally, this passionate team of relationship builders ensures that our clients receive exceptional value from our retirement platform. Operating with a consultative approach, they help employers and their employees maximize the benefits of our 401(k) solutions while driving retention and expansion. As we continue to scale, we're looking for a strategic leader who can maintain our high-touch service model while implementing the systems and processes needed to support our ambitious growth goals.

What you get to do every day

• Direct a high-performing account management team that drives client retention and expansion
• Develop and implement strategic account management frameworks with clear KPIs and playbooks for different client segments
• Create scalable processes to identify upsell opportunities while maintaining exceptional client experiences
• Partner cross-functionally with Product, Operations, and Sales to ensure seamless client journeys
• Implement data-driven approaches to track client health, predict churn, and develop proactive intervention strategies
• Oversee quarterly business reviews with key clients to strengthen relationships and demonstrate ROI
• Drive the evolution of our account management function as the company scales
• Serve as an escalation point for complex client issues requiring executive attention

What you bring to the role

• 5+ years of experience leading customer-facing teams such as account management, customer success, or sales
• Proven track record of driving customer retention, and satisfaction, in a SaaS or technology environment
• Experience building and scaling high-performing teams through periods of rapid growth
• Strong ability to develop strategic account plans and processes that drive measurable results
• Experience implementing systems and tools to track customer health and team performance
• Exceptional communication and relationship-building skills with both clients and internal stakeholders
• Data-driven approach to decision-making and performance management

Nice to have

• Experience with retirement plans, 401(k) administration, or benefits management
• Familiarity with financial regulations in the retirement industry
• Track record of implementing effective customer health scoring models
• Experience scaling a customer success function from startup to growth stage
• Background in consultative selling or solution-based account management
• Proficiency with Salesforce or similar CRM platforms
• Proven ability to influence product roadmap based on customer feedback
• Experience managing both remote and in-office teams

Why you will love working at Human Interest

Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.

Join Human Interest and make a lasting impact by shaping the future of retirement.

Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest.

• Customer obsession: We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.
• Long-Term Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
• Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
• An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
• Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.

Compensation

- At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $175,000 - $180,000 annually and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

Benefits

-

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

We’re a great place to work (but don’t take our word for it)

Here’s a list of our awards and accolades:

• Certified as a Great Place To Work® (2023-2025)
• Fortune Best Place to Work in the Bay Area (2024)
• Best Places to Work by Built In (2023-2024)
• America’s Best Startup Employers by Forbes (2020-2022, 2024)
• A Top Company by Y Combinator (2020-2023)
• Inc. Fastest Growing Companies (2021)

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at [e-mail].

Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.