Director, Account Management

• Own the company's GRR and NRR targets; set the strategy for how the post-sale org delivers on them
• Design and maintain the customer segmentation model — defining how accounts are tiered, resourced, and managed based on size, complexity, and strategic value
• Build the early-warning and intervention system that catches churn risk before it becomes churn
• Develop the upsell and expansion playbook in partnership with the Director of Sales — ensuring AM-identified opportunities convert through the AE motion

• Lead the business review and QBR program; define the cadence and format by account tier
• Own the advocacy and reference pipeline, building a network of champion districts that accelerate new sales
• Represent the customer voice to the executive team and Product organization; translate retention patterns into actionable strategic input

• Partner with the Director of Sales on the AE ↔ AM expansion deal model. Clear lanes, clean collaboration, and no revenue left on the table
• Work with Marketing and Customer Experience on customer marketing programs, case studies, and co-selling motions
• Coordinate with the Implementation function to ensure AM handoffs from go-live are complete and actionable
• Report AM team performance including GRR, NRR, health trends, churn analysis to the executive team on a regular cadence

In the first 30 days:

• Complete picture of the current AM book; health by tier, renewal pipeline, and team capacity
• Relationships established with the Director of Sales, Director of Customer Experience, Product, and leadership team.
• Assessment of the current touch model process and playbook, with a view on highest-impact improvements

In the first 90 days:

• Updated customer segmentation model and resource allocation strategy for the AM team
• GRR/NRR forecast presented to the executive team with confidence
• Individual development plans in place for each AM in partnership with the Manager, Account Management

• Renewal rate
• Healthy, growing advocate and reference pipeline
• AM team retention - building an environment people want to stay and grow i n

• 5-8+ years in customer success or account management in B2B SaaS, with at least 3 years leading managers or senior leaders
• Proven ownership of GRR and NRR at a company level, not just a team level
• Experience building and scaling account management organizations in a named-book, renewal-focused model
• Strategic thinker with the ability to design customer segmentation models, retention programs, and expansion motions
• Strong cross-functional leadership - you've partnered effectively with Sales, Product, and Marketing to improve commercial outcomes
• Excellent executive communication - you present performance data clearly and drive decisions at the leadership level
• HubSpot or equivalent CRM and CS tooling experience
• K-12 EdTech or education sector experience is a strong asset

• A strategic owner - you see GRR and NRR as the outcomes of a system, and you build that system deliberately
• A people developer - your managers are better leaders because of how you coach them
• Commercially sharp and analytically driven, you make decisions based on data, not instinct alone
• A connector - you hold the AE/AM expansion motion together and keep that seam clean and productive
• A clear and confident communicator at the executive level, you don't just report results, you explain what's driving them and what you're doing about it
• Mission-aligned - you believe that customer retention and customer success are the same thing, and that Minga's impact on schools depends on getting it right

Role Compensation 💰

OTE: $165,000-$205,000 + Equity

At Minga, we believe compensation should reflect impact, fairness, and market alignment , supporting our mission to empower educators and students while building a high-performing, people-first culture.

Our standard is to pay at or near the midpoint of the range unless there is a clear business rationale to vary.

This approach allows for growth and provides room to learn and develop within the role.

We also conduct annual compensation reviews in November, which take into account both market benchmarks and individual performance.

Check out our Benefits & Perk Page for a full review of the overall compensation package.

AI at Minga 🤖

At Minga, we believe AI should make your work faster, smarter, and less repetitive — not more complicated.

AI is meant to augment how we work, not replace human thinking or judgment

• Leverage AI, but stay you . We expect you to use the tools available to you, but remember that Minga is built on real people. Your resume and "Why Minga" answer will be read by a real life human, so give us a glimpse of the person behind the profile.
• During your interview we value your unique voice over a perfect prompt. It's okay to not answer perfectly.

At Minga, you’re more than just an application, you’re a real person with a story we want to hear.

We believe in clear communication, mutual respect, and ensuring every candidate walks away feeling valued, whether we end up working together or not.

Ready to Apply? 👋

If this role feels like a fit or even a maybe, hit apply.

We’re genuinely excited to learn more about you.

Let’s build something meaningful together.