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.

At Upshop, we believe that great businesses are built by great people. Our People function is at the heart of our company’s growth, ensuring we attract, develop, and retain A Players who drive our mission forward.

Our Values:

• Extremely Accountable
• Customer Obsessed
• Always Innovating
• Demand Excellence
• Biased for Action

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.