Director of Account Management

Job Title:

Director of Account Management

Department:

Customer Success & Accounts

Location:

100% Remote (U.S. Based, Eastern Time Hours)

Type:

Full Time

Reporting Structure:

Directly to the Founder & CEO

Comp Range:

$120k - $145k + generous incentive based comp

About PILOT

Our mission is to help every professional feel powerful at work. We provide best-in-class leadership development solutions for HR customers. As a NYC-based startup with a 100% remote team and virtual business model, we offer programs and solutions designed to be scalable, quick to launch, and impactful, helping organizations build and maintain a thriving workforce of leaders. 

PILOT supports HR leaders by offering structured emerging leader development, collaborative workshops, and strategic culture-building experiences. Our approach simplifies implementation for HR teams by handling communications, operations, logistics, analytics, and participant engagement, enabling HR to play a more strategic role. 

Our award-winning solutions are revered by our end users and our customers, representing many impressive brands across industries, including Universal Music Group, S&P Global, Nestle Americas, Diageo North America, and HSBC. 

Role Overview

PILOT is looking for a full-time Director of Account Management to lead the Accounts team and drive revenue growth, retain and expand customer accounts, and build lasting relationships. You will serve as the face of PILOT with our customers, advocating for their needs while ensuring they receive maximum value from our solutions. Reporting directly to the CEO, you will need to be excellent at working with C-Suite executives both internally and externally. This is a high-impact role that requires proven experience in strategic vision, leadership, and execution. 

The Director of Account Management is a “player-coach” role. You will be responsible for directly supporting customers and managing a team. You will start with one direct report—while this may grow to two or three, we do not foresee this transitioning to a manager-only role within the near term.

Responsibilities

Revenue Growth

• Own the revenue lifecycle

  • drive customer retention and renewals of existing customers

• Grow revenue within the existing customer base

  • identify and execute opportunities to expand customer accounts through expansion of services, new offerings, and referrals

• Lead forecasting and performance analytics

  • own forecasting, revenue tracking, and key metrics to optimize account performance and profitability

Customer Relationship Management

• Serve as a trusted advisor and executive-level relationship owner

  • build deep partnerships with key stakeholders supporting their success, the organization’s performance, and ROI for our services

• Architect a seamless, high-impact customer journey

  • from onboarding experiences and goal-setting through smooth cross-functional handoffs, ensuring every touchpoint across PILOT is cohesive and differentiated

• Champion the voice of the customer

  • deliver a high-touch, consultative engagement that anticipates customer needs, provides thought leadership, and maintains account intelligence across tools and platforms (e.g., HubSpot, Google Drive, and PILOT’s proprietary data repository).

Customer Advocacy

• Serve as the internal champion for customer needs -

  partner closely with Product Delivery (our Service Delivery + Research & Development function) to enhance and elevate the customer experience

• Monitor, measure, and act

  — track satisfaction metrics and engagement signals to proactively lead retention initiatives, escalate issues, and implement solutions that reflect PILOT's mission, values, and ways of working

• Stay on top of customer needs and strategy

  • maintain a deep understanding of customer trends and challenges to anticipate their evolving needs and position PILOT as an indispensable long-term partner

Leadership & Team Development

• Lead and mentor the Account Management team

  • actively manage and develop the team while fostering a culture of accountability, growth, and customer obsession

• Translate company strategy into team execution

  • set quarterly and annual goals that align with business objectives and drive measurable outcomes

• Elevate the standard of account management at PILOT

  • leverage and enhance scalable best practices and playbooks, focused on best-in-class customer experience

Desired Competencies

• Agile - You lean into change while being eager to improve and evolve existing processes.
• Assured- You are capable of setting and managing customer expectations, including saying no when necessary.
• Crisp - You thoughtfully capture the core essence of a message, process, or insight and communicate it in a way that sticks.
• Curious - You have a deep curiosity for understanding your customers’ industries and their business models.
• Influential Communicator: You can tailor messaging to different audiences and effectively persuade stakeholders across all levels of an organization.
• Resilient - You stay focused in high-stakes situations and make thoughtful decisions under challenging circumstances.
• Strategic Thinker - You can anticipate customer needs and proactively develop strategies that drive long-term value and growth.

Desired Qualifications & Skills

• 5+ years in Account Management within HR-related fields (Benefits, Learning & Development, Organizational Development, etc.).
• Experience interfacing with the C-Suite and executive decision-makers.
• Mid-market account management experience (accounts ranging from 500 employees up to 5,000).
• Comfortable navigating customers at varying stages of sophistication, from high growth to traditional enterprises
• Familiar with Challenger Sale model, capable of inspiring change
• Prior experience working remotely or in hybrid environments.
• Previous experience at a startup or small business (working directly with multiple decision-makers).
• Proven people manager with a view on what good management looks like
• Ability to travel as required. Travel will, on average, be 1-3 times per quarter within the continental US.
• U.S.-based with availability to work Monday-Friday, 9 AM - 6 PM ET.

Benefits at PILOT

• 100% Remote-first work culture with the flexibility to work from anywhere
• Health, Dental, and Vision Insurance (numerous plans, premium-free for individuals) and an HSA plan
• 401(k) plan with generous company matching, immediate eligibility, and vesting
• 12 Paid Company Holidays
• 15 days of paid vacation time
• 5 days of paid sick time
• Passport, Global Entry, and TSA PreCheck are covered on company expense (including for a +1 of your choice)
• Company-issued laptop, external monitor, wireless mouse and keyboard, headsets, and the best SaaS tools to make asynchronous work easy and effective

Our Company Values

The values that guide PILOT, including how we design our product, make decisions, and our behaviors, are
Vibrant, Inventive, Thoughtful, Ownership, and Striving

. We expect our people to hold these values close. We design our products around these and use them to guide our behavior when working with others.

Our Commitment to Diversity, Equity, and Inclusion

PILOT is a Certified LGBT Business Enterprise through the National Gay and Lesbian Chamber of Commerce. We recognize that our people are our strength, and the diverse talents they bring to our workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate based on any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as for any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans.

Interested in this role?

Submit your resume today!