Director, Relationship Management

About the role

The Director of Account Management role is strategic, focusing on long‑term growth and client success.

Key responsibilities include developing and implementing strategic account management frameworks, creating scalable processes for upselling, and fostering cross‑functional collaboration. The role emphasizes a data‑driven approach to client management, using insights to predict churn and optimize client health. Additionally, the Director will play a key role in evolving the account management function as the company grows, highlighting the importance of strategic planning and adaptability.

The Account Management team sits at the intersection of customer success, product adoption, and revenue growth. They act as the voice of our clients internally and the face of the company externally, ensuring clients receive exceptional value from our retirement platform. Operating with a consultative approach, they help employers and their employees maximize the benefits of our 401(k) solutions while driving retention and expansion.

• Direct a high‑performing account management team that drives client retention and expansion
• Develop and implement strategic account management frameworks with clear KPIs and playbooks for different client segments
• Create scalable processes to identify upsell opportunities while maintaining exceptional client experiences
• Partner cross‑functionally with Product, Operations, and Sales to ensure seamless client journeys
• Implement data‑driven approaches to track client health, predict churn, and develop proactive intervention strategies
• Oversee quarterly business reviews with key clients to strengthen relationships and demonstrate ROI
• Drive the evolution of our account management function as the company scales
• Serve as an escalation point for complex client issues requiring executive attention

• 5+ years of experience leading customer‑facing teams such as account management, customer success, or sales
• Proven track record of driving customer retention and satisfaction in a SaaS or technology environment
• Experience building and scaling high‑performing teams through periods of rapid growth
• Strong ability to develop strategic account plans and processes that drive measurable results
• Experience implementing systems and tools to track customer health and team performance
• Exceptional communication and relationship‑building skills with both clients and internal stakeholders
• Data‑driven approach to decision‑making and performance management

• Experience with retirement plans, 401(k) administration, or benefits management
• Familiarity with financial regulations in the retirement industry
• Track record of implementing effective customer health scoring models
• Experience scaling a customer success function from startup to growth stage
• Background in consultative selling or solution‑based account management
• Proficiency with Salesforce or similar CRM platforms
• Proven ability to influence product roadmap based on customer feedback
• Experience managing both remote and in‑office teams

The base salary for this position ranges from $175,000 to $180,000 annually, with the exact figure based on location, relevant skills, and experience. Additional compensation may include bonuses, commissions, and equity. A robust suite of physical, financial, and mental wellness benefits is also offered.

• 401(k) plan with dollar‑for‑dollar employer match up to 4% of compensation (immediately vested) and zero plan fees
• Top‑of‑the‑line health, dental, and vision insurance plans
• Competitive time off and parental leave
• Digital financial wellness tools and access to financial professionals
• Enhanced mental health support for employees and dependents
• Fertility and family‑forming benefits
• Student loan repayment resources
• Monthly work‑from‑home stipend and quarterly lifestyle stipend
• Team‑building experiences, including virtual events and off‑sites

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, sexual…