Senior Director Client Account Management

Position Summary

The Senior Director of Customer Account Management will lead the post-sale customer organization, with responsibility for client retention, account growth, and operational excellence.

This leader will manage and develop the account management team, create a scalable customer engagement model, and improve renewal performance, contract quality, margins, and the overall client experience.

Key Responsibilities


- Lead, coach, and develop the Customer Account Management team.
- Establish clear expectations, KPIs, and accountability.
- Own renewal strategy and execution across the customer portfolio.
- Improve client retention, contract tenure, and margin performance.
- Identify cross-sell and expansion opportunities within existing accounts.
- Segment accounts and establish appropriate service models.
- Implement consistent client engagement, review, and renewal processes.
- Partner with Sales, Pricing, and Operations to improve handoffs and contract execution.
- Use Salesforce and internal tools to improve forecasting and portfolio visibility.


Qualifications


- Bachelor's degree in business, communications, or a related field.
- 10+ years of experience in energy brokerage, retail energy, energy consulting, or a related sector.
- Proven success leading account management, retention, or customer success teams.
- Strong cross-functional experience across sales, pricing, and operations.
- Experience building processes in a growing or evolving organization.