Director of Account Management

About the role As Thatch continues to scale, one of our top priorities is building a customer organization that combines operational excellence with trusted, strategic partnerships. The Director of Account Management will play a critical role in helping us achieve that goal. This is a highly visible leadership role responsible for guiding the Account Management team and helping shape the future of the function at Thatch. You’ll partner closely with Customer Success and GTM leadership to define team strategy, evolve our service model from reactive to proactive, establish scalable processes, and develop a growing team. This role is also inherently cross-functional – you’ll collaborate in the pre-sales process and serve as a trusted escalation point for both customers and internal stakeholders. Key accountabilities include retention, expansion, and customer satisfaction across our mid-market and enterprise customer segments. This role is ideal for someone who loves developing people, driving strategy, and building the operational foundation that helps a high-growth company scale. What you'll do Lead, coach, and develop a team of Account Managers, creating accountability around performance, customer outcomes, and team development while fostering a high-performing, customer-centric culture. Define and evolve the Thatch service model in partnership with CS leadership, including staffing models, customer tiering, value-delivery frameworks, and how we communicate our service offering to customers and prospects. Design and implement scalable customer programs, operating processes, and team workflows that improve customer experience, increase efficiency, and support long-term retention and growth. Identify, implement, and optimize the tooling, processes, and data infrastructure that help AMs work more efficiently and at greater scale – ensuring the team has the right leverage to serve a growing customer base without proportionally growing headcount. Serve as the primary escalation point for complex customer situations, partnering cross-functionally with Product, Operations, Support, and Leadership to drive resolution and improve underlying processes. Establish performance management and coaching frameworks, leveraging customer feedback, business metrics, and team observations to identify development opportunities and enable continuous growth. Partner with Sales teams on strategic opportunities, including finalist presentations, references, executive relationship-building, and handoff from Account Executives. Background we're looking for 7+ years of experience in customer success, account management, implementation, consulting, or a related customer-facing function, including experience managing and developing high-performing teams. Strong operational and analytical skills, with a track record of building scalable processes, programs, and systems that improve customer and team outcomes. Demonstrated success managing executive customer relationships and navigating complex escalations in fast-paced environments. Exceptional communication, presentation, and stakeholder management skills, with the ability to influence cross-functional partners and senior leaders. Proven ability to balance strategic thinking with hands-on execution, operating effectively in environments where processes are still evolving. Familiarity with CRMs and customer success platforms and a track record of using tooling and data to drive team efficiency and customer health. Experience we’d be particularly excited about Experience leading Customer Success or Account Management teams within health insurance, employee benefits, HR technology, payroll, fintech, or other complex B2B2C businesses. Experience building customer lifecycle programs spanning onboarding, adoption, renewals, retention, and customer advocacy. Experience helping a high-growth company scale from a more reactive customer operations into a proactive, data-driven organization. Experience with NRR manageme