Director of Account Management at Upshop

Texas, United States

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Grocery Retail, TechnologyIndustries

Requirements

8+ years in B2B SaaS Account Management, Customer Success, or Sales with direct revenue responsibility
4+ years leading teams of quota-carrying AMs or CSMs, ideally at the manager or senior manager level
Proven track record of delivering strong NRR performance, renewals, and expansion in a SaaS or platform environment
Strong understanding of grocery retail operations, decision-making structures, and enterprise account dynamics
Outstanding executive communication, strategic thinking, and leadership presence
Demonstrated success driving cross-functional alignment with Solutions Consulting, Customer Success, Product, and Revenue Operations
(Preferred) Experience with technology supporting grocery operations, retail systems, or eCommerce workflows
(Preferred) Prior leadership supporting enterprise or multi-banner grocery organizations
(Preferred) Experience building scalable processes, operating frameworks, and account playbooks

Responsibilities

Lead, mentor, and develop a team of Account Managers responsible for renewals, expansion, and driving meaningful customer value and impact
Set clear performance expectations rooted in NRR, adoption, and quantifiable customer outcomes
Build a strong leadership bench by coaching AMs on strategy, executive engagement, and value consulting
Recruit, onboard, and scale the team as the Account Management function grows and expands
Own the development and execution of multi-year strategies that deepen customer engagement and expand usage of Upshop Solutions
Guide AMs in navigating complex grocery organizations and building multi-threaded executive relationships
Identify whitespace opportunities across customer networks and prioritize expansion initiatives
Partner closely with Solutions Consulting, Customer Success, Product, and Marketing to align on customer value stories and expansion strategies
Own renewal performance and NRR forecasting at the portfolio level with high accuracy
Build scalable, repeatable processes to proactively identify and mitigate risks across accounts
Serve as an executive sponsor for major renewals, strategic customers, or accounts requiring senior leadership engagement
Ensure Account Managers consistently articulate the operational, strategic, and financial impact of Upshop Solutions
Partner with Solutions Consulting, Customer Success, Product, and Support to ensure seamless customer experiences and drive platform utilization
Act as a voice of the customer internally, ensuring insights and feedback shape product development and service improvements
Define and optimize the operating rhythms for account planning, QBRs, forecasting, and risk management
Work with Revenue Operations to analyze trends, identify growth opportunities, and improve forecasting rigor
Drive continuous improvement in processes, playbooks, team structure, and reporting as Upshop scales
Collaborate with senior leadership across Sales, CS, Product, and Marketing to align on revenue strategy and customer impact

Skills

Key technologies and capabilities for this role

Account ManagementTeam LeadershipNet Revenue Retention (NRR)Strategic PlanningExecutive Relationship BuildingRenewal ManagementRevenue ForecastingCustomer SuccessValue ConsultingTalent DevelopmentCross-functional Collaboration

Questions & Answers

Common questions about this position

What are the key responsibilities of the Director of Account Management?

The role involves leading and developing a team of Account Managers, driving strategic account growth, owning renewal management and revenue forecasting, ensuring customer value delivery, and establishing operational excellence through cross-functional leadership.

What skills and experience are required for this position?

The role requires strong leadership and mentoring skills for managing Account Managers, strategic planning for multi-year customer growth strategies, expertise in renewal management and NRR forecasting, ability to build executive relationships, and cross-functional collaboration skills.

Is this position remote or does it require office presence?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of team will I be leading in this role?

You will lead a team of Account Managers responsible for renewals, expansion, driving customer value, and scaling as the Account Management function grows.

Upshop

Software platform for fresh food operations

About Upshop

Upshop provides a software platform that helps grocery stores and supermarkets improve their fresh food operations. The platform includes tools for smarter ordering, inventory management, and demand forecasting, allowing retailers to streamline their processes and reduce waste. By using Upshop, stores can ensure that fresh products like produce, dairy, meat, and bakery items are always available, which enhances customer satisfaction and boosts sales. Unlike many competitors, Upshop focuses specifically on the fresh food segment and operates on a subscription-based model, charging retailers based on their size and the services they use. The goal of Upshop is to help retailers increase their profitability by optimizing their fresh food sections.

Tampa, FloridaHeadquarters

1989Year Founded

$1.8MTotal Funding

SERIES_DCompany Stage

Food & Agriculture, Enterprise SoftwareIndustries

51-200Employees

Benefits

Hybrid Work Options

Competitive Salary

401(k) Company Match

Unlimited Paid Time Off

Home Office Stipend

Risks

Integration challenges from the Invafresh merger may disrupt service continuity.

AI reliance risks inaccurate demand predictions, leading to overstock or stockouts.

Global expansion may expose Upshop to diverse regulatory and operational challenges.

Differentiation

Upshop's SaaS platform optimizes fresh food operations for large retail chains.

The merger with Invafresh creates a global retail enterprise platform for food complexities.

Upshop's AI-driven analytics enhance inventory management and reduce waste in fresh food.

Upsides

The merger expands Upshop's reach to over 50,000 stores in 35 countries.

AI technology improves inventory accuracy and reduces waste for retailers.

The WIC Smart Substitution Workflow enhances eCommerce for WIC-eligible families.

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