Director, Account Management

The Director of Account Management / Customer Success serves as a strategic leader bridging day-to-day operational execution and strategic vision within the post-sale organization. Reporting to the COO, this role is responsible for driving retention, expansion, and customer success outcomes across the existing client base.   Sitting at the center of the post-sale revenue engine, the Director manages a team of Account Managers, owns quarterly Net Revenue Retention (NRR) and Gross Renewal targets, and operationalizes scalable commercial motions.

This position requires someone who can balance high-level strategic analysis and cross-functional alignment with hands-on team coaching, ensuring proactive risk management, process improvement, and long-term client growth.   Who we are: ArrowStream is reshaping the landscape of supply chain optimization for foodservice businesses. The premier foodservice cloud platform for supply chain intelligence, we've connected over 105,000 restaurant locations to over 1,300 distribution locations, 11,000 manufacturers, and over 275 leading brands.

As a Buyers Edge Platform SaaS Solution, ArrowStream customers feel empowered to make informed decisions with our secure cloud-based data management solutions including ArrowStream Central (operators), Crossbow (distributors), and ChainConnect (manufacturers). Not only are we strengthening buying decisions with our industry technology, but we're enforcing pricing accuracy, protecting supply, ensuring quality, and enhancing foodservice partnerships.

We are unable to offer work sponsorship for this role.  Your impact: Revenue Ownership & Portfolio Performance   Own and deliver expansion and renewal revenue targets across the managed portfolio.   Drive strong Net Revenue Retention (NRR) and Gross Renewal Rates (GRR) through disciplined forecasting, deal inspection, and pipeline reviews.   Lead strategy and direct executive involvement on high-value, complex, or at-risk accounts.

  Oversee commercial responses to complex events (M&A, org changes, budget shifts) and partner with leadership on pricing strategy, packaging, and expansion plays.   Leadership & Team Development   Lead, mentor, and develop a high-performing team, fostering a culture of accountability, collaboration, and continuous professional growth.   Establish clear performance expectations, inspection rhythms, and regular performance evaluations.

  Provide targeted coaching on renewal strategy, negotiation, multi-threading, expansion identification, stakeholder mapping, and churn mitigation.   Facilitate ongoing training programs around account maintenance, upselling, cross-selling, and competitive positioning.   Client Relationship Management & Strategic Account Planning   Oversee the management of key client relationships, ensuring the team deeply understands client business goals, usage patterns, and growth opportunities.

  Serve as an executive sponsor for critical accounts and act as a senior escalation point for complex client issues or at-risk renewals.   Guide the team in developing and executing data-driven strategic account plans.   Partner with cross-functional teams and platform brands to uncover and drive additional revenue through direct manufacturer programs and platform optimizations.

  Represent the company at client meetings and industry events to strengthen relationships and gather market intelligence.   Process Optimization & Operational Excellence   Implement an ABM system that proactively monitors customers’ industry segment and business signals along with their ArrowStream and BEP communications to track, analyze and report on the state and value of the customer’s relationship with ArrowStream and BEP.  Standardize and scale repeatable processes for account planning, renewal timelines, expansion plays, and escalation pathways.

  Build and operat