freshpaint - Head of Account Management

• Our success is defined by the success of our customers. • This role oversees: • Enterprise Account Managers (high-volume, scaled engagement model) • Strategic Account Managers (high-touch, white-glove, deeply embedded accounts) • We are seeking a Head of Account Management to lead and scale our Enterprise and Strategic Account Management teams. This leader will own the health, retention, and expansion of our post-sale revenue base by driving best-in-class operational rigor, developing exceptional managers and leaders, and ensuring consistent customer value delivery across segments and then developing those into clear, repeatable playbooks for the team. • 1. NET REVENUE RETENTION & GROWTH STRATEGY • Own gross and net retention across the AM organization. • Drive consistent upsell and expansion performance across both Enterprise and Strategic segments. • Establish clear performance benchmarks for: • Net retention rate • Adoption metrics • Account health • Forecast accuracy • Partner cross-functionally with Sales, Product, Support, and CS Engineering to remove friction in expansion and renewal processes. • Ensure renewal and expansion processes are predictable, disciplined, and measurable. • 2. SEGMENT STRATEGY & ENGAGEMENT MODELS • Enterprise Accounts (Scaled Model) • Ensure efficient management of larger account portfolios. • Optimize cadence, playbooks, automation, and KPI tracking. • Build repeatable frameworks for whitespace identification and product adoption. • Strategic Accounts (White-Glove Model) • Standardize executive engagement strategies. • Ensure rigorous QBR frameworks and executive alignment. • Proven ability to hit commercial goals and develop clear commercial strategies. • Deepen value realization and measurable ROI storytelling. • Drive structured, proactive account planning and relationship mapping. • Create clarity around what “good” looks like in each segment and ensure execution meets that bar consistently. • 3. DEVELOP MANAGERS & BUILD LEADERSHIP DEPTH • A critical priority of this role is developing people, especially: • First-time managers • First-time leaders • High-potential AMs transitioning into leadership roles • Coach managers on: • Performance management • Forecasting discipline • Strategic account thinking • Executive communication • Driving accountability • Implement structured manager enablement programs to eventually develop top talent into leads as needed. • Create clear career paths within Account Management. • Raise the bar on talent density and performance expectations, and identify and implement training/certification and resourcing for the team - we want this team constantly learning and leveling up. • 4. OPERATIONAL EXCELLENCE – BEST IN CLASS • Establish forecasting systems with high accuracy and transparency. • Ensure CRM hygiene and pipeline integrity. • Account planning frameworks • Value realization documentation • Adoption measurement • QBR structure • Health scoring • Build dashboards and reporting that drive action, not just visibility. • Run a disciplined operating cadence: • Weekly forecast calls • Performance reviews • Account line-by-line reviews • Quarterly business retrospectives • Create scalable playbooks for renewal and expansion execution. • 5. CUSTOMER VALUE & EXECUTIVE ALIGNMENT • Ensure every account has a clear value realization strategy. • Raise the bar on ROI articulation and executive storytelling. • Embed a culture of proactive risk identification. • Strengthen executive sponsor engagement internally and externally. • Serve as a key escalation point for complex strategic accounts. • 6. CROSS-FUNCTIONAL LEADERSHIP • Act as the voice of the customer internally. • Partner closely with: • Product (feedback loops, roadmap alignment) • Sales (handoffs, expansion alignment) • Marketing (case studies, advocacy) • Support & Engineering (issue resolution) • Improve handoffs from implementation to ongoing account management. • Reduce friction in the customer journey.