Director, Account Management

Job description

CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction. The Director, Account Management leads a team of Account Managers responsible for renewal and expansion revenue across an assigned portfolio of ABA provider customers. This role owns portfolio-level NRR, expansion execution, forecast discipline, and risk mitigation across their portofolio of customers The Director translates company strategy into disciplined execution through coaching, deal inspection, renewal governance, and strategic account oversight. Core Responsibilities Revenue Ownership Own renewal and expansion performance across assigned portfolio. Drive achievement of Net Revenue Retention targets. Ensure early identification and mitigation of churn risk. Inspect and support expansion deal strategy and pricing. Oversee renewal pipeline hygiene and 120+ day visibility. Team Leadership & Coaching Lead and develop 8-10 Account Managers. Conduct structured weekly 1:1s focused on: Renewal risk Cross-Sell pipeline Account planning Elevate consultative selling capabilities. Drive accountability for quota attainment and forecasting standards. Forecast & Operational Governance Maintain accurate renewal and cross-sell forecasting. Ensure CRM discipline and opportunity documentation. Conduct monthly portfolio risk reviews. Monitor performance metrics: Gross retention Cross-sell conversion Time-to-close Risk classification accuracy Strategic Account Oversight Oversee account planning for high-value providers within portfolio. Support executive-level customer engagements. Ensure structured QBR cadence across top accounts. Promote cross-product adoption and value realization. Cross-Functional Collaboration Partner with Customer Success on health scoring and adoption insights. Coordinate with Sales on post-sale transitions. Provide structured customer feedback to Product. Escalate systemic risks to Head of Account management. Success Metrics Portfolio Net Revenue Retention Pipeline creation Cross-Sell ARR Forecast Accuracy Team Quota Attainment Reduction in Late-Stage…