Head of Account Management
Job Summary
The Head of Account Management is responsible for leading and transforming Ironmark's Account Management and Onboarding organization, encompassing Multi-Location Enterprise, Automotive Direct-to-Dealer, and Platform Account Management teams, as well as the client onboarding function. This leader has primary accountability for client retention, revenue protection, client satisfaction, and long-term relationship health across all three business models.
The organization serves clients with varying levels of complexity and service requirements. Multi-Location Enterprise Account Management serves as the primary relationship owner for enterprise clients and their distributed networks of franchisees, dealers, agents, and other local partners, and coordinates the broader Ironmark team to deliver against client commitments. Automotive Direct-to-Dealer Account Management supports individual dealerships with ongoing service, engagement, and revenue retention. Platform Account Management focuses on platform adoption, utilization, and ongoing support for Ignition AI clients, including enterprise platforms and smaller platform-only clients without the need for a dedicated relationship quarterback.
This hands-on leader will build a proactive, commercially accountable organization with scalable processes, differentiated service models, and clear performance standards. This leader will also drive consistency and accountability across client-facing commercial processes, including billing coordination, to protect revenue, improve client experience, and support profitable growth.
Key Responsibilities
Client Retention and Revenue Protection
- Own client retention and establish goals, action plans, and reporting for churn, gross revenue retention, contraction, renewals, and revenue at risk.
- Own renewal planning and client negotiations, with clear milestones, forecasts, responsibilities, and escalation paths; coordinate with Sales when renewals include upsell or expansion opportunities.
- Monitor recurring, contracted, and transactional revenue to identify declining spending and implement proactive retention and re-engagement plans.
- Partner with Finance and Operations to monitor account profitability, retainer utilization, scope creep, and revenue leakage, identifying financial risks and opportunities to improve account performance.
Client Success and Value Realization
- Ensure account managers understand client goals, maintain success plans, and conduct business reviews demonstrating measurable business outcomes and value.
- Drive accountability for meeting contracted deliverables, timelines, and service levels, proactively resolving issues and communicating progress to clients.
- Drive adoption of Ignition AI and Ironmark’s broader solutions, addressing barriers with Product, Solutions, and Operations.
- Establish differentiated engagement and service models for Multi-Location Enterprise clients and their distributed networks, as well as Automotive Direct-to-Dealer and Platform clients, based on revenue, profitability, strategic importance, service complexity, growth potential, and retention risk.
Account Management Strategy and Transformation
- Assess the organization and execute a transformation roadmap focused on proactive engagement, commercial accountability, and consistent service.
- Define account ownership, team roles, onboarding handoffs, service standards, and processes for account plans, health scoring, business reviews, renewals, and escalations.
- Drive consistent adoption and utilization of approved CRM, project management, time-tracking, and workflow tools to improve operational visibility, process compliance, accountability, and team productivity.
Team Leadership and Performance
- Lead recruitment, hiring, onboarding, coaching, and development of Account Management and Onboarding teams, establishing clear performance expectations, accountability, and career development opportunities.
- Build hands-on, solutions-oriented teams responsible for addressing client needs, directly executing requests within their capabilities, and engaging specialized resources when appropriate, while maintaining accountability for timely delivery and the overall client experience.
- Own workforce planning, staffing levels, and account assignments across all Account Management teams, using capacity planning models and proactive hiring triggers based on client needs, service complexity, team utilization, onboarding requirements, platform adoption, and sales pipelines to ensure appropriate staffing ahead of business growth.
Executive Relationships and Client Advocacy
- Build strong executive relationships across strategic accounts, establish multi-threaded stakeholder coverage, and lead coordinated resolution of significant client issues.
- Represent the voice of the client in leadership and product planning; partner with Marketing and Sales to develop client references, case studies, advocacy, and referral opportunities.
Cross-Functional Leadership and Commercial Operations
- Partner with Enterprise Sales during the sales process, as needed, to demonstrate Ironmark's account management capabilities, establish client confidence, and support the successful closing and transition of new business.
- Partner with Sales and Solutions to document client goals, commitments, scope, and risks before handoff; oversee onboarding and ensure a smooth transition to ongoing account management.
- Ensure client commitments are feasible and understood; identify qualified upsell and expansion opportunities for the appropriate Sales teams.
- Partner with Accounting to establish and oversee standardized client-side billing and billing-readiness processes, ensuring Account Management teams consistently and accurately track time, document billable services, and validate billing information against contractual terms to support timely and accurate invoicing.
What Success Looks Like in the First 12 Months
- Build a high-performing Account Management and Onboarding organization with clearly defined teams, ownership, differentiated service standards, capacity planning, staffing models, and accountability for contractual commitments across all three service models.
- Implement scalable account management processes, including client segmentation, account plans, health scoring, platform adoption and utilization metrics, business reviews, renewal management, and standardized operational workflows that support accurate billing and consistent service delivery.
- Improve client retention, revenue visibility, and account profitability through proactive relationship management, reliable reporting, and coordinated execution across internal teams.
Knowledge, Skills, and Abilities
- Demonstrated ability to lead organizational change, establish clear expectations, coach teams, drive accountability, and foster a hands-on, solutions-oriented culture.
- Strong commercial judgment and understanding of client economics, contractual commitments, profitability, and the balance between client satisfaction and business performance.
- Exceptional communication, negotiation, and relationship-building skills, with the ability to navigate complex client situations and resolve escalations.
- Proven ability to influence cross-functional teams without direct authority and effectively engage internal subject matter experts.
- Strong analytical and strategic thinking skills, with the ability to interpret financial and operational data, identify risks and opportunities, and translate insights into actionable plans.
Experience
Required
- 10+ years of progressive experience in enterprise account management, customer success, or client services, including 5+ years leading customer-facing teams.
- Demonstrated success building, transforming, or scaling account management and onboarding organizations, including processes, performance metrics, and CRM-based reporting.
- Proven track record of improving client retention, protecting revenue, managing renewals, and driving account-level financial performance.
- Experience managing complex enterprise relationships, commercial agreements, and multiple executive stakeholders.
- Bachelor's degree in a relevant field or equivalent professional experience.
Preferred
- Experience leading account management teams across multi-location enterprise, automotive dealership, or e-commerce environments, including differentiated service models for complex strategic accounts and smaller, high-volume clients.
- Background in SaaS, marketing technology, marketing services, or technology-enabled services.
- Familiarity with local and digital marketing, co-op programs, print, promotional products, warehousing, or fulfillment.
- Experience partnering with Product and Marketing on client adoption, feedback, and advocacy.
EEO Statement
Ironmark provides equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identification, genetic information or any other protected characteristic under applicable law.
Other Duties
This job description provides a general overview of the role and is not an exhaustive list of its duties. Responsibilities may evolve at any time, with or without notice, in response to business needs and client priorities.
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