Director, Account Management at ServiceTrade in Durham, NC

Position Description:

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth.

We’re looking for a Director, Account Management who’s excited to make an impact. In this role, you will be responsible for leading and scaling the daily execution of our Account Management organization. You will manage, coach, and empower a high-performing team composed of Corporate and Emerging Account Managers.

Working closely with the VP, Account Management, you will provide critical frontline feedback to help shape growth strategies while directly driving the daily execution needed to maximize customer retention and net revenue expansion. You will implement operational tactics for customer growth and renewal execution, establish team metrics and playbooks for tech-touch/scaled models, and serve as a leader for key client relationships. Working cross-functionally with Sales, Customer Success, Customer Support, Professional Services, Sales Operations, Product Management, and Marketing, you will drive predictable ARR growth and maintain a best-in-class customer expansion engine.

Why ServiceTrade:

You’ll belong here from the start.

We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves.

About You:

You are an inspiring leader, strategic thinker, and proven builder of high-performing account management and revenue teams. You understand how to segment customer portfolios, tailor engagement strategies for both high-touch corporate accounts and scaled/emerging customer tiers, and foster a culture of accountability and continuous development. You possess a deep understanding of SaaS business metrics (NRR, GRR, Churn, ARR expansion) and know how to turn customer value realization into predictable revenue growth.

The successful candidate will be an agile, consultative leader and customer-first strategist who thrives in a fast-paced growth environment. You are adept at removing obstacles for your team, navigating complex executive-level negotiations, and driving operational excellence through structured process and data-driven insights.

Key Responsibilities and Activities:

Team Leadership & People Management

• Recruit, hire, coach, and retain top talent across the Corporate Account Management and Emerging Account Management teams.
• Establish clear KPIs, quotas, performance standards, and career development paths for team members.
• Provide ongoing coaching on pipeline management, contract negotiation, account planning, and executive presentation skills.
• Drive team engagement, accountability, and a high-performance culture aligned with ServiceTrade’s core values.

Portfolio Strategy, Retention, and Revenue Growth

• Own the overarching strategy to maximize Net Revenue Retention (NRR), minimize churn, and drive expansion ARR across all customer tiers.
• Design and execute tailored engagement playbooks for Corporate AMs (mix of high and low touch accounts) and Emerging AMs (scaled/tech-enabled coverage)
• Engage directly with key client stakeholders alongside Account Managers during critical contract negotiations, complex renewals, and account turn-around efforts.
• Oversee early-warning indicators for risk accounts, collaborating with cross-functional partners to execute save plans.

Operational Excellence & Forecasting

• Maintain accurate sales and renewal forecasts in SFDC, providing regular ARR, churn, and expansion visibility to executive leadership.
• Define and continuously refine core account management processes, including Executive Business Reviews (EBRs), value realization frameworks, and upsell methodologies.

Cross-Functional Collaboration & Executive Alignment

• Partner closely with Customer Success, Professional Services, Customer Support, Product Management, Marketing, and Sales to ensure a seamless end-to-end customer journey.
• Translate customer insights and market feedback into actionable recommendations for Product Management and Marketing to support ongoing product adoption and expansion opportunities.
• Align with Sales leadership on handoffs and expansion opportunities to maximize lifetime customer value (LTV).

Knowledge and Skills:

• B.A. or B.S. degree with 8+ years of SaaS Account Management or Customer Success/Sales experience, with at least 3+ years of direct people management experience leading revenue-generating teams.
• Proven track record of managing both high-touch and scaled/tech-touch Account Management models.
• Demonstrated history of consistently meeting or exceeding team expansion ARR, renewal, and retention quotas.
• Deep understanding of SaaS business models, customer metrics (GRR, NRR, CAC, LTV), and commercial negotiation dynamics.
• Exceptional executive presence with superior oral, written, presentation, and interpersonal communication skills.
• Strong analytical skills with the ability to leverage data, metrics, and forecasts to drive operational decisions.
• Proven ability to build strong cross-functional relationships across Sales, Product, Marketing, and Operations.
• Proficiency with SFDC, Gong, Chilipiper, Google Workspace, and modern CS/Sales enablement tools required.
• Travel required as needed for strategic customer visits and team engagements (~15–25%)

A few things you’ll want to know:

What does ServiceTrade do?

ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.

Ok, so why should I care about that?

Our customers do essential work — often behind the scenes — and our software helps them do it better. They’re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers. When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.

What kind of working environment do you have?

We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.

Learn more about our culture and values on our About Us page.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through Unum
• Flexible Spending Account and Dependant Care Account
• Company-paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave
• Paid Time Off for Volunteering
• Employee Reimbursement Program to use for well-being, technology and/or professional development

Want to know more?

Go ahead and apply! Let’s get to know each other.

#LI-Hybrid

ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.

(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, LA, MD, ME, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)

EEO Statement: ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate websiteservicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.