Senior Director, Account Management

Description

At Cyber Maxx, we believe it is our duty to defend against those committed to wide-scale societal disruption through cyberattacks. We help our customers reduce risk by tightly integrating MDR with offensive security, threat hunting, security research, and digital forensics and incident response (DFIR) to continually adapt to new and evolving threats. Our modern MDR approach is tailored to the unique characteristics and risk factors of each customer, enabling us to take full ownership of the response process and, optionally, manage key security controls.

By thinking like an adversary and defending like a guardian, we help our customers stay a step ahead of threat actors. At Cyber Maxx, we value humility, transparency, intellectual curiosity, and a customer-first approach.

Job Type: Full-time

Senior Director, Account Management you will lead and scale a team of quota-carrying Account Managers responsible for driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, and expansion revenue across our customer base. This role sits at the intersection of customer experience and revenue ownership, ensuring customers realize measurable value while driving predictable, scalable growth through renewals and upsell. You will build a high-performing commercial post-sales organization focused on retention, expansion, and long-term customer partnerships.

• Own and deliver on GRR and NRR targets across the business
• Drive renewal forecasting accuracy and pipeline visibility across all segments
• Establish and manage expansion strategies to grow existing accounts
• Implement consistent deal inspection, forecasting cadence, and pipeline hygiene for renewals and upsell

• Lead, coach, and develop a team of quota-carrying Account Managers
• Instill a commercial, revenue-driven mindset across the customer experience organization
• Define KPIs, quotas, compensation alignment, and performance management frameworks
• Hire, onboard, and scale a high-performing team focused on retention and growth

• Partner with Service Delivery and SOC organizations to ensure value realization tied directly to renewal outcomes
• Build a structured renewal motion (90/120-day cycles, risk identification, executive alignment)
• Oversee customer health scoring models to proactively identify churn risk and expansion opportunities
• Ensure Account Managers are positioned as trusted advisors driving strategic conversations

• Develop playbooks to drive cross-sell and upsell of MDR, DFIR, and adjacent security services
• Partner with Sales, Product, and Marketing to align on account growth strategy and positioning
• Create scalable programs for customer advocacy, reference generation, and lifecycle expansion

• Champion the voice of the customer while tying feedback directly to revenue outcomes and retention drivers
• Leverage customer data, usage trends, and engagement signals to improve NRR performance
• Translate insights into actionable improvements across product, delivery, and go-to-market

• Implement tools, processes, and reporting to streamline renewals, expansions, and account planning
• Utilize analytics to drive data-informed decision making across retention and growth metrics
  
  Partner cross-functionally to ensure alignment across Sales, Marketing, Product, and Delivery

• 8+ years of experience in Customer Experience, Account Management, or Post-Sales leadership roles
• Proven track record leading teams of quota-carrying Account Managers / Renewals AEs
• Demonstrated ownership of GRR, NRR, renewals, and expansion revenue targets
• Strong leadership experience scaling high-performing, revenue-focused account management teams
• Cybersecurity industry experience required; MDR/MSSP experience strongly preferred
• Deep understanding of renewal cycles, churn mitigation, and expansion strategy in subscription-based businesses
• Highly analytical with experience leveraging data, forecasting, and pipeline management tools
• Exceptional communication and executive presence with the…