Director, Customer Account Management

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

****East or Central Region only ****

How you will make a difference: 

The Director of Customer Account Management (CAM) is a senior GTM leader responsible for transforming and scaling our CAM organization. This leader will architect a world-class account management function that drives predictable renewals, strategic rightsizing, and vendor consolidation, while building the systems, processes, and talent needed to support a high-velocity mid-market book of business.

You will partner closely with Customer Success, Deal Desk, Marketing, Legal, Finance, and Sales Leadership to eliminate operational friction, strengthen cross-functional alignment, and ensure the CAM team consistently delivers high-quality renewals, strategic expansions, and accurate forecasts. This role requires a balance of operational discipline, people leadership, and strategic thinking.

You’ll get to:

• Recruit, develop, and inspire a high-performing CAM team across Mid-Market within your defined region, ensuring consistent execution, coaching, and career progression.
• Design and scale the CAM operating model, including segmentation, territories, pods, comp alignment, and the CAM career path.
• Own and refine forecasting rigor, partnering with RevOps and Finance to improve predictability of renewals, rightsizing, and consolidation motions.
• Drive revenue through two strategic pillars: Rightsizing and Vendor Consolidation, ensuring CAMs understand, prioritize, and execute against both.
• Partner with Customer Success leadership to resolve responsibility conflicts (renewals vs. churn ownership) and create a unified customer experience.
• Collaborate with Deal Desk and Legal to streamline contracting, reduce friction, and accelerate velocity for mid-market and multi-brand deals.
• Implement process improvements across CPQ, SFDC workflows, approval paths, and renewal playbooks.
• Provide executive-level reporting on CAM performance, quarterly pipelines, risk, and expansion opportunities.
• Serve as a cultural and organizational leader, reinforcing high standards, accountability, team alignment, and operational efficiency.

The ideal candidate will have:

• 6+ years in account management leadership within a SaaS environment, ideally overseeing a high-volume mid-market motion ($50K - $400K ARR range).
• Demonstrated success transforming sales or account management teams to consultative growth engines.
• Proven experience in rightsizing, upsell frameworks, usage-based expansion, and vendor consolidation motions.
• Strong track record of accurate forecasting, renewal management, and revenue predictability.
• Experience partnering across CS, Marketing, Sales, and Product to unify go-to-market motions.
• Expertise in CRM hygiene, BI tooling, deal desk operations, and scalable process design.