Director of Accounts

Location:

Cleveland, OH (hybrid), Asheville, NC (hybrid), or Remote

Reports to:

CEO

About Serve Freight

Serve Freight is a US-based freight broker focused on complex, time-sensitive, coordination-heavy freight. We move project cargo, transactional truckload, and construction freight for customers who need a single accountable owner from quote to POD. We are growing fast, profitable, and building the operating systems behind the next phase of scale.

The Director of Accounts will lead both account managers and the account executives. You are comfortable being the one on the phone with a customer, not just the one reviewing the pipeline. You hold both teams accountable: AEs on new business, AMs on retention and growth, and you make sure every account has a clear owner from first quote through renewal.

This is a player-coach seat with teeth. You coach from data, not narrative, and you step in personally on an account when it needs someone with more weight in the room.

You report directly to the CEO.

• Own the full commercial team: account managers and account executives both report to you
• Own new customer acquisition across the AE pipeline and gross revenue retention and expansion across the AM book
• Set the standard for account ownership: every account has a named owner, a documented status in Hub Spot, and a next step, no exceptions
• Mentor and develop both teams. Build the next generation of AE and AM talent at Serve Freight
• Run weekly 1:1s with every AE and every AM. Coach from data, not narrative
• Coordinate with overseas brokers running their own books. Build trust and shared standards across a distributed team

• Build and maintain KPIs and scorecards covering pipeline health, activity, win rate, sales cycle, average deal size, retention, and expansion
• Run pipeline hygiene reviews. Make sure deals are properly staged, close dates are accurate, and stalled opportunities are caught early
• Own the forecasting cadence. Build the weekly, monthly, and quarterly forecast process the team uses to commit numbers to John
• Structure deal reviews. Set the cadence, the format, and the questions that get asked

• Own the handoff from AE to AM so no account goes unmanaged in the transition
• Build a coverage model so no customer feels a gap when an AE or AM is out or transitions off the account
• Resolve service escalations before they become churn risk

• Run QBRs with the top customers
• Identify cross-sell and upsell opportunities across the AM book and the AE pipeline
• Convert spot freight into contracted lanes where possible

• Build SOPs covering onboarding, daily operations, escalation, handoffs, and QBRs for both AEs and AMs
• Stand up scorecards with metrics and SLAs tied to new business, retention, expansion, response time, and margin
• Partner with Biz Ops on margin per load and cost per load methodology rollout to the commercial team
• Partner with Hub Spot administration on CRM hygiene, pipeline stage discipline, and forecasting reports

• Partner with operations to ensure SLA commitments are met on every load
• Coordinate with finance on customer billing, AR, and credit terms
• Contribute to FY26 OKR delivery on commercial growth and gross margin protection

• No account goes unquoted or unmanaged. Every account has a named owner and a documented status in Hub Spot
• Commercial pipeline is clean, forecastable, and the team trusts the data they're reporting on
• Forecasting accuracy within 10% on a 30-day rolling basis
• AE and AM SOPs, scorecards, and coverage model documented and in use
• Top 20 customers in Q  cadence
• Team headcount has grown and you've hired and developed at least one new AE or AM
• New customer growth and account retention both hit plan, not one at the expense of the other

• 5+ years in freight brokerage or 3PL, spanning both new business development and account management
• Track record of personally closing new business and personally growing a retained book of named accounts with quantified gross margin growth,…