Sr Director, Account Management

Job Description: Director, Account Management About Packsize Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box—it’s delivering what’s right for our customers, their customers, our people, and the planet. The Customer Growth & Success (CS&G) Team at Packsize At Packsize, our Account Management team is the engine behind customer retention and growth. Our AMs aren't just relationship managers; they're trusted advisors who understand their customers' business deeply and bring real commercial value to every interaction. We are looking for an experienced Director of Account Management to lead the team responsible for driving customer retention, renewals, and growth across our growing base of mid-market and enterprise accounts. This is a foundational leadership role within the Customer Growth organization, focused on building the bridge between customer outcomes and revenue growth. What You'll Do Own the number. Take full accountability for Net Revenue Retention across Packsize’s core customer base, actively managing customer and relationship health, renewals, and expansion opportunity identification. Lead and develop a high-performing AM team. Coach, mentor, and performance manage a team of Account Managers — building the culture, habits, and skills needed to retain and grow customers at every stage of the lifecycle. Build scalable AM processes. Partner with the Customer Strategy & Success (Enablement) team, as well as the Customer Success teams to design and implement account coverage (segmentation) models, renewal forecasting frameworks, and customer health scoring that give the team a clear, repeatable playbook for managing their book of business. Drive expansion and advocacy. Partner with Sales to identify and convert expansion opportunities, and turn your most satisfied customers into active Packsize champions — references, case studies, and pipeline contributors. Develop a scaled motion for the long tail. Establish an efficient, low-touch coverage model for downmarket and pre-ICP (Ideal Customer Profile) customers that preserves retention without over-indexing resources. Champion the voice of the customer internally. Synthesize AM feedback, escalations, and product gaps into actionable input for R&D, ensuring the roadmap reflects what matters most to Packsize’s customer base. Partner cross-functionally. Serve as the primary CS&G stakeholder in Sales, Marketing, and R&D partnerships, from smooth handoffs at close, to sourcing customer stories for marketing, to representing CS&G in company-wide planning. At What You’ll Bring 7+ years of B2B Account Management experience, including at least 3 years leading Account Management teams Proven experience building or scaling an account management function focused on both retention (keep) and expansion (grow) Experience scaling AM processes, including coverage models, health scoring, and forecasting – you don’t just manage, you build Strong growth and forecasting discipline; confident owning the number and managing pipelines across segments Deep understanding of customer lifecycle models and how to operationalize retention and growth strategies Ability to balance commercial outcomes with customer-centric strategy Experience leading teams that work closely with CSMs to drive verified outcomes and measurable customer impact Proven ability to recruit, develop, and performance manage high-performing AM teams – you know how to raise the floor and the ceiling Excellent cross-functional collaboration skills, especially with Sales, Product, Service Operations, and Finance – you know how to get things done across organizational lines Skilled communicator with executive presence, able to represent customer performance and strategy to leadership – you know how to hold your own in front of a C-suite stakeholder, both internally and externally Data-driven mindset and comfort using systems like Salesforce and other BI reporting tools to manage performance Position may be filled at the Director, or Senior Director level depending on experience What We Offer Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience education / training, and any special skills. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being. If this role excites you but you don’t meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places. Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being. Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.