Director, Account Management

This position is based in Toronto, requiring in-office collaboration a minimum of two days per week, with frequency adjusted based on business needs. Candidates should be local to the Greater Toronto Area. The role involves leading the account management function, overseeing a team while managing a portfolio of key accounts. Responsibilities include developing comprehensive playbooks, templates, and processes to ensure consistent account management at scale. The successful candidate will establish regular check-ins to monitor account health, manage escalations, and define performance benchmarks. Key duties include managing and coaching a team of Account Managers, conducting regular meetings and performance reviews, and actively participating in complex client implementations. The role also involves recruiting, onboarding, and training new team members as the department grows. In addition to team leadership, the candidate will personally manage a block of important employer clients, driving participation rates, product adoption, and identifying expansion opportunities. Collaboration with sales teams for smooth transitions from closing to implementation is essential. The ideal candidate will have experience in account management or customer success within a fast-paced environment, demonstrating the ability to build scalable processes while being hands-on. Strong leadership, mentoring skills, and comfort with ambiguity are crucial for success in this role.