Director of Account Management

Location: Idaho

Job Title:

Director of Account Management

Location:

Hybrid; primarily remote with some in-person and travel as needed

Wage Range: $115,000 - $140,000 Annually

Help Businesses Thrive Through Trust & Connection

At Better Business Bureau Great West + Pacific, we believe trust is the foundation of every successful business relationship. We help over 22,000 Accredited Businesses grow with confidence across Alaska, Colorado, Hawaii, Idaho, Montana, Oregon, Washington, and parts of Wyoming - providing support, credibility, and meaningful connections within their communities.

We're looking for an experienced, transformation-minded leader to take the helm of our Account Management division, overseeing Customer Success and Collections, and shape what comes next. If you're energized by building intelligence-driven retention engines, designing customer journeys that drive real outcomes, developing managers into stronger leaders, and using AI and automation to scale impact without losing human touch, we'd love to meet you.

What You'll Be Doing

As Director of Account Management, you'll lead two managers and a combined team of approximately twenty across Customer Success and Collections. You'll be both architect and operator - setting strategy for how we engage, retain, and grow our Accredited Business relationships, and rolling up your sleeves to make it happen.

This is a hands-on leadership role inheriting a team mid-transformation. You'll have real latitude to shape the future state - including how we leverage Hub Spot, AI agents, and automation to deliver a stronger, more proactive, and more scalable Accredited Business experience.

* Design and evolve dynamic customer journeys that drive engagement, retention, and revenue across the Accredited Business lifecycle - onboarding, renewal, recovery, and reinstatement

* Build behavior-triggered playbooks and customer health scoring that surface risk and opportunity early - 60 to 90 days before renewal, not 30

* Lead, coach, and develop the Customer Success Manager and Billing Manager - growing them into stronger leaders capable of producing results through their teams

* Own the intelligence infrastructure that connects Account Management activity to financial outcomes: retention by tenure, renewal revenue, AB churn, net AB growth, and the metrics that aren't being measured yet but should be

* Drive the team's transition to Hub Spot and the adoption of AI and automation tools that scale customer experience and team capacity

* Partner with our Business Intelligence and AI teams as a co-creator of internal agent infrastructure

* Design tiered engagement models (white-glove, hybrid, tech-touch) that scale capacity without sacrificing the relationship

* Build customer advocacy programs that turn Accredited Businesses into champions through case studies, testimonials, and community

* Partner cross-functionally with Business Development, Marketing Solutions, Trust Advocates, Standards, Resolutions, and Business Intelligence to align the end-to-end Accredited Business experience

* Handle escalations and high-impact customer conversations when needed

* Build scalable processes, training, and team structure as we grow

* Foster a culture of accountability, curiosity, and continuous improvement

What We're Looking For

* A tenured leader with seven or more years of progressive experience in customer success, account management, or customer operations, with at least three years at the director level

* Demonstrated success driving retention outcomes, reducing churn, and generating revenue through service delivery - with measurable, specific results you can point to

* Experience leading through managers - growing leaders, not just managing individual contributors

* Hands-on experience designing customer journeys, building behavior-triggered playbooks, and developing customer health scoring or equivalent early-warning frameworks

* Demonstrated experience leveraging AI and automation to scale customer success - predictive analytics, AI-powered communication tools, automated workflows, and the like

* Familiarity with customer success platforms and CRM platforms (Hub Spot strongly preferred)

* Experience…