The Senior Director of Business Account Management is responsible for leading SoundStack's commercial relationship with our strategic customers after implementation. This role owns business outcomes, customer growth, renewals, executive relationships, and overall customer satisfaction from a business perspective.
Working closely with Technical Account Management, Sales, Product, Marketplace Operations, and Executive Leadership, this role ensures customers realize maximum value from the SoundStack platform while identifying opportunities to expand partnerships and increase recurring revenue.
This individual will build and lead SoundStack's Business Account Management function, establishing best practices, developing scalable processes, and eventually hiring and mentoring a team of Business Account Managers as the organization grows.
Primary ResponsibilitiesCustomer Business Ownership
Serve as the primary business relationship owner for strategic customer accounts.
Build trusted relationships with executive stakeholders and key decision makers.
Understand each customer's business objectives and align SoundStack's solutions accordingly.
Develop long-term account strategies focused on retention, expansion, and customer success.
Act as the executive sponsor for assigned accounts.
Revenue Growth & Expansion
Identify opportunities to expand existing customer relationships through additional products, services, and platform capabilities.
Partner with Sales on expansion opportunities while maintaining ownership of ongoing customer strategy.
Drive Net Revenue Retention (NRR) across the assigned portfolio.
Develop quarterly account growth plans for strategic customers.
Identify cross-sell and upsell opportunities across all SoundStack products and services.
Customer Success Leadership
Conduct Executive Business Reviews (EBRs) with strategic customers.
Monitor customer health, adoption, engagement, and overall satisfaction.
Develop action plans for at-risk customers.
Lead renewal strategy in partnership with Finance and Sales.
Ensure customers are realizing measurable business value from the platform.
Cross-Functional Leadership
Partner closely with Technical Account Managers to ensure a seamless customer experience.
Collaborate with Product to communicate customer feedback and strategic roadmap requests.
Work with Marketplace Operations to maximize customer revenue opportunities.
Coordinate with Support and Engineering during escalations while maintaining executive communication with customers.
Serve as the business voice of the customer throughout the organization.
Department Leadership
Design and establish the Business Account Management organization.
Define customer engagement standards, processes, and KPIs.
Develop playbooks for account planning, customer reviews, renewals, and growth initiatives.
Build dashboards and reporting around customer health, NRR, renewals, and expansion.
Recruit, mentor, and lead future Business Account Managers as the team grows.
Skills Required
- Proven experience owning strategic customer relationships and executive stakeholder engagement
- Demonstrated track record driving account growth, upsell/cross-sell, and Net Revenue Retention (NRR)
- Experience building and leading an account management or customer success organization, including hiring and mentoring
- Ability to develop account strategies, playbooks, KPIs, and dashboards for customer health and renewals
- Experience conducting Executive Business Reviews and managing renewal strategy with Sales and Finance
- Strong cross-functional collaboration with Product, Technical Account Management, Support, and Operations
What We Do
SoundStack is the audio-as-a-service (AaaS) company for every kind of digital audio business – podcasters, digital broadcasters, platforms, advertisers and more. Giving those businesses equal access to big tech that’s easy-to-use, and the ability to connect with any provider across the market, SoundStack makes audio creation, delivery, monetization, and analysis simple and effective for everyone. Fully independent, the company’s team of 70+ audio tech experts is guided only by what delivers the best results for its 14k+ customers. SoundStack is headquartered in Pittsburgh and is the combination of Media Creek, EmpireStreaming, Abovecast, AudioCatapult, and Live365 (which continues to operate as its own brand).
