Senior Director, Customer Account Management

Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters: connecting with people. More than 23,000 global customers rely on Employ to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, we’re redefining what’s possible in talent acquisition. 

We’re a fast-moving, remote-first team of builders and innovators who live our people-first philosophy every day. We back it up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help you thrive. At Employ, you won’t just grow your career - you’ll help millions of others grow theirs.  

Come join our team where we have each other’s backs, champion our customers, hold ourselves accountable, and shape what’s next in talent acquisition.

About the Role

 The Senior Director, Customer Account Management will own retention, renewals, and expansion for a large, multi-segment customer base and lead the transformation of how the company protects and grows recurring revenue. This is an action-oriented, high-visibility role for a leader who can quickly own forecasting and renewal motions, build repeatable playbooks, and translate data into persuasive narratives for executive leadership. You will drive strategic projects including redesigning engagement models, strengthening risk detection, and scaling commercial motions that materially move the business. If you love turning under-optimized retention engines into disciplined, high-performing operations, this role gives you the runway and visibility to do it.

About the Team

 You will lead a Customer Account Management organization covering low-touch renewals, managed accounts, and high-touch strategic customers, working alongside Customer Success, Sales, Product, and Finance. The team uses modern tooling and an established forecasting rhythm, so you can focus on elevating performance management, sharpening renewal risk response, and scaling best-in-class playbooks. This is a hands-on leadership opportunity to build stronger processes, coach leaders, and create a culture of urgency and accountability. Your impact will be visible in daily operations and in the company’s long-term revenue trajectory.

What You'll Be Doing:

• Lead and develop Customer Account Management Leaders; Create and foster an organizational culture of high accountability and execution across our retention and upsell methodologies and playbooks.
• Define and execute the long-term strategy for the global Customer Account Management function including all product lines, success segments and market segments.
• Build a scalable organizational structure and compensation model that supports rapid customer growth, various contract complexities and drives the desired behaviors and outcomes from teams.
• Represent Customer Account Management as part of Employ’s extended leadership team, influencing and owning corporate priorities and commercial customer strategy.

• Partner with Sales, Customer Success, Marketing, Product, Finance, and Support executives to design customer engagement models that maximize lifetime value, retention and expansion opportunities.
• Act as executive sponsor for top-tier strategic accounts and at-risk customers, leading resolution and growth strategies at the C-suite level.
• Influence product and services strategy through customer insights and market trends.

• Architect processes, systems, and playbooks that allow the organization to scale retention and expansion efficiently across thousands of customers.
• Own forecasting and planning for renewals and expansions, working closely with Finance and Sales leadership on proven forecasting methodologies; Provide weekly commits to executive leadership with outlines of positive and negative movement with action plans and strategies.
• Implement data-driven programs that continuously improve customer engagement, retention, and advocacy.
• Develop commercial packaging in partnership with finance based on repeatable and successful retention and upsell patterns.

• Own retention and expansion performance across all customer segments, with accountability for NRR, GRR, and upsell/cross-sell contribution.
• Drive initiatives that materially impact company ARR growth and customer lifetime value.
• Establish Employ as a trusted partner with customers, building referenceable accounts and strong advocates.

• Bachelor’s degree required; MBA strongly preferred.
• 10+ years of progressive SaaS experience, with at least 4+ years at the Manager + level
• Proven ability to lead large, distributed account management organizations serving SMB, Mid-Market and Enterprise customers.
• Strong track record of driving retention and expansion strategies that deliver measurable business results.
• Exceptional executive communication skills and experience engaging with customer C-suites and internal executives.
• Experience influencing product, go-to-market, and customer engagement strategy at the executive level.

Why You’ll Love Working Here: 

Make an impact: Your work will directly shape how thousands of employees experience total rewards at Employ — ensuring programs that attract, engage, and retain top talent across the globe. 

Meaningful, mission-driven work: Join a team where operational excellence in HR directly supports Employ’s mission to improve hiring outcomes for both people and businesses. 

Remote-first culture: Work from where you’re most productive while staying connected to a collaborative, high-energy team through virtual-first rituals and regular in-person meetups. 

Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work. 

Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being. 

Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy. 

At Employ, we believe that when people from different backgrounds and perspectives come together, amazing things happen. We’re proud to be an Equal Opportunity Employer, and we’re committed to creating an environment where everyone feels welcomed, respected, and able to thrive. 

We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe that when people feel they belong, they can do their best work and we want every member of our team to feel that sense of belonging. 

If you need accommodation at any stage of the hiring process, please reach out. We’ll be glad to support you.