Note: The job is a remote job and is open to candidates in USA. CyberMaxx is dedicated to defending against cyberattacks and helping customers reduce risk through integrated security solutions. The Senior Director, Account Management will lead a team of Account Managers to drive revenue retention and expansion, ensuring customers realize value while fostering long-term partnerships.

Responsibilities

• Own and deliver on GRR and NRR targets across the business
• Drive renewal forecasting accuracy and pipeline visibility across all segments
• Establish and manage expansion strategies to grow existing accounts
• Implement consistent deal inspection, forecasting cadence, and pipeline hygiene for renewals and upsell
• Lead, coach, and develop a team of quota-carrying Account Managers
• Instill a commercial, revenue-driven mindset across the customer experience organization
• Define KPIs, quotas, compensation alignment, and performance management frameworks
• Hire, onboard, and scale a high-performing team focused on retention and growth
• Partner with Service Delivery and SOC organizations to ensure value realization tied directly to renewal outcomes
• Build a structured renewal motion (90/120-day cycles, risk identification, executive alignment)
• Oversee customer health scoring models to proactively identify churn risk and expansion opportunities
• Ensure Account Managers are positioned as trusted advisors driving strategic conversations
• Develop playbooks to drive cross-sell and upsell of MDR, DFIR, and adjacent security services
• Partner with Sales, Product, and Marketing to align on account growth strategy and positioning
• Create scalable programs for customer advocacy, reference generation, and lifecycle expansion
• Champion the voice of the customer while tying feedback directly to revenue outcomes and retention drivers
• Leverage customer data, usage trends, and engagement signals to improve NRR performance
• Translate insights into actionable improvements across product, delivery, and go-to-market
• Implement tools, processes, and reporting to streamline renewals, expansions, and account planning
• Utilize analytics to drive data-informed decision making across retention and growth metrics
• Partner cross-functionally to ensure alignment across Sales, Marketing, Product, and Delivery

Skills

• 8+ years of experience in Customer Experience, Account Management, or Post-Sales leadership roles
• Proven track record leading teams of quota-carrying Account Managers / Renewals AEs
• Demonstrated ownership of GRR, NRR, renewals, and expansion revenue targets
• Strong leadership experience scaling high-performing, revenue-focused account management teams
• Cybersecurity industry experience required; MDR/MSSP experience strongly preferred
• Deep understanding of renewal cycles, churn mitigation, and expansion strategy in subscription-based businesses
• Highly analytical with experience leveraging data, forecasting, and pipeline management tools
• Exceptional communication and executive presence with the ability to engage from end-users to C-level stakeholders
• Strategic thinker with the ability to build and execute scalable post-sales revenue programs
• Bachelor's degree or equivalent experience; MBA or advanced degree preferred
• Self-starter who thrives in a high-growth, fast-paced environment
• MDR/MSSP experience strongly preferred
• MBA or advanced degree preferred

Benefits

• Flexible Paid Time Off
• 401(k) with company match
• Medical, Dental, and Vision Coverage
• Voluntary Short-Term and Long-Term Disability
• Employee Assistance Program with Mental Health support
• Life and ancillary insurance options
• Health Savings Account contributions (with HDHP selection)
• 10 annual paid holidays

Company Overview