Director, Account Management at Discord

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Gaming, Advertising, TechnologyIndustries

Requirements

10+ years in customer success, account management, growth marketing, or revenue-focused post-sale roles, with 5+ years building and leading high-performing teams in quota-carrying environments
Deep expertise managing buyers on self-serve, non-IO advertising platforms including auction mechanics, programmatic buying, bidding model optimization, and the ability to train teams on buying platform mechanics
Proven track record establishing strategic account management functions that operate with autonomy, drive meaningful expansion revenue, and are recognized as peer organizations to Sales within SaaS or ad tech environments
Strong builder mentality with experience in 0-to-1 or high-growth environments - someone who thrives creating scalable processes, playbooks, and operating models from scratch while maintaining hands-on execution capability
Exceptional business acumen balanced with customer-centricity - ability to drive aggressive expansion targets while maintaining high satisfaction scores, plus collaborative leadership skills to establish cross-functional partnerships and champion organizational change
Candidates must reside in or be willing to relocate to the San Francisco Bay Area (Alameda, Contra Costa, Marin, Napa, San Francisco, San Mateo, Santa Clara, Solano, and Sonoma counties); in office 2 days a week

Responsibilities

Lead and develop a high-performing Account Management team with clear career pathways, quota-carrying responsibility, and performance metrics focused on customer outcomes and expansion revenue
Design and scale the post-sale customer journey end-to-end from onboarding through adoption, expansion, and renewal - creating repeatable playbooks for upsell motions and retention strategies that drive revenue growth
Build strategic partnerships with Sales leadership while establishing Account Management’s autonomous remit, including clear collaboration frameworks, service-level agreements, and shared success metrics that position Account Managers as peers to Account Executives
Drive incremental revenue through growth marketing principles that optimize customer lifetime value, identify expansion opportunities, diagnose account health issues proactively, and act as executive sponsor for top-tier accounts
Partner cross-functionally with Product, Marketing Science, and Ad Operations teams to translate customer needs into product requirements, while building team fluency in self-serve platform management, API integrations, campaign optimization workflows, and auction-based buying mechanics
Develop data-driven frameworks for customer segmentation, health scoring, and account prioritization that enable strategic resource allocation and scalable impact

Skills

Account Management

Team Leadership

Revenue Growth

Customer Success

Upsell Strategies

Retention

Onboarding

Growth Marketing

Executive Sponsorship

Performance Metrics

Quota Management

Strategic Partnerships

Playbooks

Customer Lifetime Value

Account Health

Discord

Voice, video, and text communication platform

About Discord

Discord is a communication platform that allows users to connect through voice, video, and text. It serves as a space for friends and communities to gather and share their interests, catering to a wide range of groups such as artists, activists, study groups, and hobbyists. Users can join various communities, known as servers, which host discussions and activities related to their interests. Unlike many other platforms, Discord does not rely on advertising or selling user data; instead, it offers a premium subscription service called Nitro, which provides additional features like enhanced streaming quality and customization options. The goal of Discord is to create a welcoming environment where people can build connections and foster a sense of belonging.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$952.6MTotal Funding

SERIES_HCompany Stage

Consumer Software, Social ImpactIndustries

1,001-5,000Employees

Benefits

Stay healthy - We take care of our team with comprehensive Medical, Dental, and Vision plans.

Parental perks - Spend some quality time with the next generation with parental leave, fertility, adoption, and surrogacy benefits.

Kick back - Stay refreshed with over 19 paid holidays, use-what-you-need sick days, and four weeks of PTO.

Commute easy - In a non-COVID world, get up to $270 per month for your commuting and parking needs.

The loadout - When we’re back in the office, enjoy daily catered lunches and snacks, a desk fund to make your space yours, and whatever you need for your computer setup, including a headphone allowance.

Wellness on us - Take advantage of a quarterly wellness allowance for your gym membership or other wellness activities. Virtual yoga every week!

Transgender benefits - Discord will reimburse up to $20,000 for any procedure related to transition.

Discord HQ - Our office is located in Potrero Hill, a little neighborhood in San Francisco near awesome coffee and food.

Relocation - Excellent relocation bonuses for new hires moving to San Francisco (once it’s safe to return).

Risks

Discord's revenue growth slowed in 2022, indicating potential market saturation.

Integrating Gas may alienate existing users if not managed carefully.

Decentralized platforms like SINOVATE pose a competitive threat to Discord's model.

Differentiation

Discord offers a unique ad-free communication platform with a premium subscription model.

It supports diverse communities, from gamers to artists, enhancing its user base diversity.

Discord's acquisition of Gas expands its reach to a younger, teen-focused audience.

Upsides

Discord's revenue grew 44% in 2022, showcasing resilience in a challenging market.

Integration with AI moderation tools can enhance user experience and safety.

Collaborations with educational platforms position Discord as a key remote learning tool.

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