Director, Account Management at Flex · New York

About the role

As the Director, Account Management, you will own the strategy, performance, and scaling of Flex’s Account Management function, leading a team of Account Managers while directly stewarding the company’s largest and most strategic partnerships. This role sits at the intersection of partner success and revenue growth, with a clear mandate to drive retention, expansion, and long-term value across a growing book of business that represents a material portion of company revenue.

Reporting to the Vice President of Account Management, you will set the vision and operating model for the function—not just executing account strategy, but defining it. You will build the playbooks, processes, and team structure that allow Account Management to scale, ensure partners are deeply engaged with Flex’s products, and translate partner relationships into durable, compounding business value. You will also serve as a senior commercial leader internally, partnering with executives across the company and representing the voice of our partners at the leadership table. The ideal candidate is a seasoned, hands-on leader with strong commercial instincts, operational rigor, experience building and scaling teams, and a passion for building durable partner relationships in high-growth B2B or B2B2C environments.

What you’ll do

Account Ownership & Growth

• Own the retention and expansion strategy for a portfolio of our strategic and largest accounts, with accountability for renewals, upsells, cross-sells, and expansion revenue across the function.
• Personally lead the most strategic, complex, and executive-level partnerships, setting the standard for how Flex shows up with its largest partners.
• Define account planning frameworks that identify growth opportunities across new products, expanded portfolios, and deeper integrations, and ensure consistent execution across the team.
• Partner closely with Sales leadership to align on account strategy, ensure seamless handoffs, and deliver a consistent partner experience across the customer lifecycle.

Partner Relationship Management

• Build and maintain executive-level relationships within partner organizations, serving as a trusted advisor and senior point of escalation post-sale.
• Anticipate partner needs, risks, and opportunities at a portfolio level, ensuring timely escalation, resolution, and proactive value delivery.
• Lead executive business reviews and strategic planning conversations with key partners, and coach the team to elevate the quality of these engagements.

Team Leadership & Development

• Lead, coach, and develop a multi-layered team that includes both Account Managers and people managers, setting clear expectations around performance, accountability, and partner outcomes.
• Own organizational design, headcount planning, hiring, onboarding, and ramping as the Account Management organization scales.
• Build and reinforce a collaborative, high-performance, and inclusive team culture, and develop the next generation of AM leaders.

Operational Excellence & Metrics

• Define and own the key performance indicators for the function—retention, expansion pipeline, adoption, utilization, and partner health—and drive accountability against them.
• Establish forecasting rigor, CRM hygiene, and reporting standards that support revenue predictability and executive-level reporting.
• Use data and insights to shape function-wide strategy, prioritize investment, and continuously improve team performance.

Cross-Functional & Executive Collaboration

• Partner with leaders across Product, Growth, Marketing, RevOps, and Partner Success to support product launches, co-marketing initiatives, and expansion programs.
• Represent the voice of the partner at the leadership level, surfacing feedback and insights that help shape roadmap priorities and go-to-market strategy.

Key qualifications

• 12–15+ years of experience in Account Management, Partner Success, Business Development, or related roles, with at least 5+ years of people management experience, including experience managing managers.
• Proven track record of owning and growing a significant book of business and driving retention and expansion across existing customer or partner portfolios.
• Experience building, scaling, and leading Account Management or partner-facing organizations in B2B, B2B2C, FinTech, PropTech, or SaaS environments.
• Experience managing complex, multi-stakeholder, executive-level relationships with strategic partners.
• Strong commercial acumen with the ability to define strategy and identify and close growth opportunities post-sale at scale.
• Demonstrated ability to lead, coach, and develop high-performing teams and to develop leaders within those teams.
• Strong operational discipline, including experience with CRM tools (e.g., Salesforce), forecasting, and KPI management at a function level.
• Excellent communication, presentation, and executive stakeholder management skills.
• Comfortable operating in a fast-paced, high-growth, and highly cross-functional environment.