Director of Account Management

About Us

Daisy is a tech-driven residential property management company on a mission to improve the way people live by transforming the way buildings run. In just three years, we’ve grown to manage over 150 buildings. Our team is collaborative, moves quickly, and is passionate about disrupting an outdated industry and making a real difference in people’s lives.

About the role

The Director of Account Management will lead a team of Account Managers, serving as the key liaison between Daisy’s customers (board members) and our internal teams. We’re seeking a creative, customer-focused leader with a track record of building high-performing teams.

Key responsibilities include defining goals, strategies, and tactics to ensure board member satisfaction and smooth operations. The role requires strong relationship-building with customers and stakeholders, managing escalations, and leading difficult conversations with empathy. The Director will also collaborate with Product, Sales, and Marketing to drive Daisy’s success.

This position involves overseeing hiring, onboarding, ongoing training, and development, all while contributing to Daisy's continued YoY growth. The Director will report directly to the CEO.

Key Responsibilities

• Hire, manage, and scale the AM team to ensure top-tier management for Daisy’s buildings.
• Collaborate closely with other operational team leaders to build processes and improve efficiency. 
• Develop and implement strategies to drive customer satisfaction, retention, and growth.
• Ensure smooth onboarding and adoption processes to drive engagement and early-stage success with new buildings.
• Monitor the team's key performance indicators (KPIs), including retention rate, net revenue retention, customer satisfaction (CSAT), and revenue expansion.
• Act as the escalation point for critical issues, ensuring timely and effective resolution.

Customer Advocacy

• Serve as the voice of the customer within the organization, providing feedback to the Product, Operations, Compliance, and Marketing teams to shape future product developments and improve customer experience.
• Champion customer stories and leverage testimonials and case studies to support marketing and sales efforts

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Requirements

Experience

• Minimum 7 years of experience in account management, customer success, or similar roles, with at least 3 years in a leadership role.
• Proven track record of driving customer retention, expansion, and growth in SaaS
• Relevant industry experience is an advantage
• Education: BA/BS degree or equivalent (MBA or relevant advanced degree preferred).

Skills

• Strong leadership skills with the ability to inspire and manage high-performing teams.
• Exceptional communication and interpersonal skills, with the ability to influence and build relationships with stakeholders at all levels.
• Demonstrated ability to design, implement, and scale customer success processes and programs.
• Experience handling escalations and resolving complex customer issues.
• Understanding of customer lifecycle management and metrics in SaaS businesses.
• Analytical mindset with the ability to leverage data to inform decisions and strategies.
• Experience in a high-growth startup or technology-driven organization.
• Nice to have: Familiarity with CRM tools (e.g., Salesforce and Hubspot), customer success platforms, and other software used to manage accounts and track customer health.