Director of Account Management

Role Overview

Upshop is transforming how grocery retailers produce, fulfill, and deliver fresh food and eCommerce orders. We are seeking a high-impact Director of Account Management to lead and scale a team of Account Managers responsible for driving Net Revenue Retention (NRR) and long-term customer value across our grocery retail portfolio.

This leader will elevate team capability, establish operational excellence, and partner cross-functionally to expand adoption of Upshop Solutions, our unified suite for grocery retail operations. The Director serves as both a strategic operator and executive leader, guiding Account Managers in building senior relationships, expanding whitespace, and delivering measurable financial impact for retailers.

Key Responsibilities

Team Leadership & Talent Development

• Lead, mentor, and develop a team of Account Managers responsible for renewals, expansion, and driving meaningful customer value and impact.
• Set clear performance expectations rooted in NRR, adoption, and quantifiable customer outcomes.
• Build a strong leadership bench by coaching AMs on strategy, executive engagement, and value consulting.
• Recruit, onboard, and scale the team as the Account Management function grows and expands.

Strategic Account Growth

• Own the development and execution of multi-year strategies that deepen customer engagement and expand usage of Upshop Solutions.
• Guide AMs in navigating complex grocery organizations and building multi-threaded executive relationships.
• Identify whitespace opportunities across customer networks and prioritize expansion initiatives.
• Partner closely with Solutions Consulting, Customer Success, Product, and Marketing to align on customer value stories and expansion strategies.

Renewal Management & Revenue Forecasting

• Own renewal performance and NRR forecasting at the portfolio level with high accuracy.
• Build scalable, repeatable processes to proactively identify and mitigate risks across accounts.
• Serve as an executive sponsor for major renewals, strategic customers, or accounts requiring senior leadership engagement.

Customer Value Delivery

• Ensure Account Managers consistently articulate the operational, strategic, and financial impact of Upshop Solutions.
• Partner with Solutions Consulting, Customer Success, Product, and Support to ensure seamless customer experiences and drive platform utilization.
• Act as a voice of the customer internally, ensuring insights and feedback shape product development and service improvements.

Operational Excellence & Cross-Functional Leadership

• Define and optimize the operating rhythms for account planning, QBRs, forecasting, and risk management.
• Work with Revenue Operations to analyze trends, identify growth opportunities, and improve forecasting rigor.
• Drive continuous improvement in processes, playbooks, team structure, and reporting as Upshop scales.
• Collaborate with senior leadership across Sales, CS, Product, and Marketing to align on revenue strategy and customer impact.

Qualifications

Required

• 8+ years in B2B SaaS Account Management, Customer Success, or Sales with direct revenue responsibility.
• 4+ years leading teams of quota-carrying AMs or CSMs, ideally at the manager or senior manager level.
• Proven track record of delivering strong NRR performance, renewals, and expansion in a SaaS or platform environment.
• Strong understanding of grocery retail operations, decision-making structures, and enterprise account dynamics.
• Outstanding executive communication, strategic thinking, and leadership presence.
• Demonstrated success driving cross-functional alignment with Solutions Consulting, Customer Success, Product, and Revenue Operations.

Preferred

• Experience with technology supporting grocery operations, retail systems, or eCommerce workflows.
• Prior leadership supporting enterprise or multi-banner grocery organizations.
• Experience building scalable processes, operating frameworks, and account playbooks.

Success Factors

• Consistently delivers on NRR and renewal goals while driving measurable customer value and impact.
• Builds and sustains a high-performing Account Management organization with strong succession depth.
• Expands adoption of Upshop Solutions across customers through strategic planning and relationship leadership.
• Improves cross-functional visibility into customer outcomes, risks, and growth opportunities.
• Demonstrates deep understanding of grocery operations and how Upshop Solutions supports customer success.