Note: The job is a remote job and is open to candidates in USA. ArrowCore Group is seeking a Senior Director of Account Management to lead post-contract customer operations and drive net revenue retention. The role oversees onboarding, hypercare, account support, and account management teams while ensuring customer adoption, renewals, and churn prevention.
Responsibilities
- Lead and scale Account Managers and Account Specialists managing 4,000+ accounts
- Oversee onboarding and hypercare from contract signature to steady state
- Ensure account support excellence (Zendesk system of record) with strict SLA, CSAT, and escalation standards
- Drive churn interception, renewal execution, and lifecycle cadence across accounts
- Partner with Revenue Operations to build process infrastructure, runbooks, and training content
- Maintain team fluency across client s Service Suite (caller ID, branded calling, compliance orchestration, brand protection)
- Operate as a player coach: lead strategically while engaging directly in accounts when needed
Skills
- • Proven operator with experience carrying NRR/GRR/churn targets
- • High energy leader with strong accountability and proactive problem solving
- • Technical curiosity about telecom platforms and compliance ecosystems
- • Demonstrated success in building and scaling post sale operations
- • Strong written and verbal communication; confident under pressure
Benefits
- Remote work
Company Overview