Senior Director, Enterprise Relationship Management & Revenue Expansion

The Senior Director of Enterprise Relationship Management & Revenue Expansion holds a combined retention-and-growth mandate: dedicated relationship ownership for our largest and most valuable clients, and overall leadership of the Revenue Expansion function across all client tiers. This role exists because our top clients have historically been served inside a pooled Relationship Management model built for a very different client profile, and because Revenue Expansion — upsell, cross-sell, and growth motion — has had no dedicated ownership at all.

This is a hybrid sales-and-relationship leadership role by design, now spanning two functions that were previously built as a deliberate retention-vs-growth split. The Senior Director must carry both a consultative sales discipline — renewal negotiation, expansion pipeline, quota ownership — and genuine relationship management depth, since retention at the top of the client base is won on trust built over the life of the account, not just didates strong in only one dimension are not a fit.

• Team Leadership
• Primary duty is to retain >90% of this client base with an NPS score of >50 with this segment. Revenue expansion >5% annually.
• Develop and roll out a best-in-class Relationship Management model that lives inside our overall service model. This model establishes clear client ownership of all of our highest valued customers. It further facilitates a high prioritization of these customers and creates a customer experience that easily facilitates both retention and revenue expansion.
• Lead, coach, and develop the Enterprise Relationship Management team and the Revenue Expansion team as a single organization; set individual account coverage assignments and hold both teams to a proactive, named-account model rather than a reactive, ticket-driven one. Project management principles will be required with robust reporting and data to monitor this critical customer segment. All must be AI enabled.
• Act as the primary owner of CoAd’s Executive Sponsor program. Actively engage in the program, monitor it, evolve it, and report back to our ELT on progress.
• Own hiring and build-out sequencing for Revenue Expansion — Mid-Market Specialist first, then Standard-tier coordination, then any dedicated top-of-book seat — and for Enterprise Relationship Managers as the top client segment is confirmed and staffed.
• Carry a direct book of the company's most strategic accounts personally, modeling the standard expected of both teams.

• Own the renewal strategy and forecast for every top-tier client; personally engage on any account showing risk signals well before renewal.
• Build and maintain executive-level relationships at each top-tier client — CoAd needs a credible senior counterpart to the client's own decision-makers, not just an account-level contact.
• Partner with Reporting & Customer Insights on account health data and early-warning indicators specific to this segment.

• Own the Revenue Expansion function's mandate end to end — upsell, cross-sell, and growth motion across all client tiers, not only the top-revenue segment this role directly retains.
• Set and carry a revenue expansion target for the function; report expansion pipeline and attainment directly to the Head of Service.
• Sequence expansion motion deliberately by tier: build clearest-volume, near-term opportunities first, and hold off staffing ahead of confirmed volume — particularly at the top-revenue tier, where over-staffing before the book justifies it is the main risk.
• Balance expansion motion against retention relationships directly under this role — ensure a push for growth on a top-tier account never comes at the cost of the trust that retains it.