Director, Customer Account Management
Iterable
Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.
Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.
With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!
****East or Central Region only ****
How you will make a difference:
The Director of Customer Account Management (CAM) is a senior GTM leader responsible for transforming and scaling our CAM organization. This leader will architect a world-class account management function that drives predictable renewals, strategic rightsizing, and vendor consolidation, while building the systems, processes, and talent needed to support a high-velocity mid-market book of business.
You will partner closely with Customer Success, Deal Desk, Marketing, Legal, Finance, and Sales Leadership to eliminate operational friction, strengthen cross-functional alignment, and ensure the CAM team consistently delivers high-quality renewals, strategic expansions, and accurate forecasts. This role requires a balance of operational discipline, people leadership, and strategic thinking.
You’ll get to:
- Recruit, develop, and inspire a high-performing CAM team across Mid-Market within your defined region, ensuring consistent execution, coaching, and career progression.
- Design and scale the CAM operating model, including segmentation, territories, pods, comp alignment, and the CAM career path.
- Own and refine forecasting rigor, partnering with RevOps and Finance to improve predictability of renewals, rightsizing, and consolidation motions.
- Drive revenue through two strategic pillars: Rightsizing and Vendor Consolidation, ensuring CAMs understand, prioritize, and execute against both.
- Partner with Customer Success leadership to resolve responsibility conflicts (renewals vs. churn ownership) and create a unified customer experience.
- Collaborate with Deal Desk and Legal to streamline contracting, reduce friction, and accelerate velocity for mid-market and multi-brand deals.
- Implement process improvements across CPQ, SFDC workflows, approval paths, and renewal playbooks.
- Provide executive-level reporting on CAM performance, quarterly pipelines, risk, and expansion opportunities.
- Serve as a cultural and organizational leader, reinforcing high standards, accountability, team alignment, and operational efficiency.
The ideal candidate will have:
- 6+ years in account management leadership within a SaaS environment, ideally overseeing a high-volume mid-market motion ($50K - $400K ARR range).
- Demonstrated success transforming sales or account management teams to consultative growth engines.
- Proven experience in rightsizing, upsell frameworks, usage-based expansion, and vendor consolidation motions.
- Strong track record of accurate forecasting, renewal management, and revenue predictability.
- Experience partnering across CS, Marketing, Sales, and Product to unify go-to-market motions.
- Expertise in CRM hygiene, BI tooling, deal desk operations, and scalable process design.
- Experience in account segmentation, territory design, and lead distribution to support rapid growth.
- Ability to influence and build relationships with C-suite stakeholders both internally and with customers.
- A talent-forward mindset - skilled at coaching CAMs, developing managers, and building career paths.
- Exceptional communication skills, with the ability to simplify complexity for executives and frontline teams alike.
Bonus Points:
- Experience selling to clients within enterprise B2C or high-volume engagement platforms (e.g., e-commerce, marketplaces, media)
- Background in email, mobile messaging, lifecycle marketing, or marketing automation.
- Experience partnering with or overseeing Professional Services to support complex expansions or re-implementations.
Perks & Benefits:
- Paid parental leave
- Competitive salaries, meaningful equity, & 401(k) plan
- Medical, dental, vision, & life insurance
- Balance Days (additional paid holidays)
- Fertility & Adoption Assistance
- Paid Sabbatical
- Flexible PTO
- Monthly Employee Wellness allowance
- Monthly Professional Development allowance
- Pre-tax commuter benefits
- Complete laptop workstation
The US base salary range for this position at the start of employment is $131,000 - $165,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.
Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.
Recruitment Disclaimer:
Please be aware that Iterable, Inc. (“Iterable”) and our official professional recruiting agencies and platforms do not:
- Send job offers from free email services like Gmail, Yahoo mail, Hotmail, etc.
- Request money, fees, or payment of any kind from prospective candidates to apply to Iterable, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
- Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.
You may see all job vacancies on our official Iterable channels:
- Official Iterable website, Careers page: https://iterable.com/careers/
- Official LinkedIn Jobs page: https://www.linkedin.com/company/iterable/jobs/
Iterable is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized, encouraged, or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore, please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at talent-ops@iterable.com upon receiving a suspicious job offer.
Criminal and/or civil liabilities may arise from such actions, and Iterable expressly reserves the right to take legal action, including criminal action, against such individuals/entities whenever such phenomena occur. In any case, please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims, losses, damages, expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.
Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.