Director of Accounts & Managed Services

About Browse AI

We are an AI software company with thousands of paid customers. We help individuals and businesses extract publicly available web data at scale - making it easier for them to access and leverage the data they need to accomplish various use cases, projects, and run their business.

Our Managed Services team (which you will lead) is focused on our business customers that have a signed annual contract. They are committed to delivering best-in-class data solutions with a focus on accuracy, speed, and reliability. This team is primarily technical so you will be the “the face of the company” post sale interacting with our customers. While you may not be involved in the technical scraping of specific data, you will need to understand the product, how we use it, the challenges that may arise proactively, and be great at aligning customer expectations for projects with our internal team extracting the data for them.

Why we need you

Browse AI is experiencing a surge in demand for our Premium Managed Service offering and we need a strong technical leader to own and drive this team forward. In addition, this is our first role in Account Management, so you will be the first hire at Browse AI in post-sales Account Management.

Our Premium Managed Service offering (more here) is trusted by clients ranging from small businesses to large enterprises, with annual investment from $20,000 to several hundred thousand dollars. Your leadership will be the key in shaping the future of these relationships, ensuring that our clients continue to rely on us for mission-critical data to run their business.

We are looking for a seasoned leader to lead this team and ensure we consistently deliver high-quality, accurate, and timely data that powers business decisions for our customers across various industries.

In addition, this role is responsible for building our Account Management function from the ground up at Browse AI!

We currently do not have a dedicated role for account expansion and annual contract renewals. You will be the first hire in this function, with the opportunity to define and scale our Account Management strategy from scratch.

We have many recently signed annual contracts as well as various segments of users who could expand their usage, and we need someone who will own this function and build it.

The role

As Director of Accounts & Managed Services, you’ll be responsible for:

• Managing all client relationships for customers >$9k ARR.
• Key things you own:
• • Deep relationship building, understanding customer businesses, needs, how they get value from Browse AI
  • All annual contract renewals
  • All expansion metrics
  • All project delivery
• Owning project delivery for Premium customers.
• • This is a signed contract from the sales team - where a business needs a custom data pipeline created for them, managed for them, and delivered to them on a set timeline. An (real) example might be “a large real estate developer wants to track the websites of their top 10 competitors. They want to see all homes for sale, prices, offers, and locations and have this regularly changing data refreshed every two weeks. They will use this data to regularly compare their offering to competitors and inform pricing and overall strategy.”
• Part 1 of a project is showing a deep understanding of how our team will fulfil our obligations to this customer. How will we extract the data, organize it, and deliver it to the customer in a timely manner:
• Part 2 is building a strong relationship with this customer. You should constantly be balancing doing further discovery into how this impacts their business vs just fulfilling a project, so that we best understand our customers. As a result, you’ll likely find all kinds of different ways for expansion of these customers (new teams in the org, new use cases).
  

This role is hands-on and client-facing. You'll collaborate with our internal technical team members to deliver custom solutions, while maintaining excellent and proactive communication with clients to exceed their expectations.

You will collaborate closely with our pre-sales team to ensure you understand the details of each new customer, what they require from us, with the ultimate goal that Sales can present solutions to customers in the fastest time possible. It’s critical as the leader of our Managed Services team that you are also coming up with new creative ideas that can ultimately solve the customer’s problems.

Lastly, you’ll also collaborate with our founder/CEO/product team to inform them what they could build – that would improve efficiency for your team, and increase the value of our product offering.

Key Responsibilities

• Client relationship management: Serve as the primary point of contact for our managed service clients, building trust and ensuring satisfaction. Own and manage relationships for all customers spending >$9K ARR.
• Project ownership and delivery: Own the successful execution of complex data extraction projects, ensuring deadlines are met and high standards are maintained. Oversee the execution of Premium Managed Service projects, ensuring accuracy, speed, and quality.
• Project management and process optimization: Implement best practices for project management, communication, and data delivery to streamline operations.
• Team leadership: Lead, manage, and hire (grow) the team who will deliver tailored data solutions for clients.
• Strategic planning & execution: Develop and execute strategies to improve operational efficiency, client satisfaction, and the scalability of our Managed Services offering.
• Contract Renewals & Expansion: Drive annual renewals and increase customer usage through expansion.
• Customer Discovery & Feedback: Continuously gather insights on customer needs to improve services to inform product development.
  
  

Who We’re Looking For

To be successful in this role, you’ll need a combination of project management expertise, technical aptitude, and a strong account management background – having carried an expansion and renewal quota.

You should be someone who thrives in a dynamic, client-driven environment and enjoys managing cross-functional teams to execute on complex, data-driven projects.

The right candidate for this role will join Browse AI with their own playbook based on their past experiences. During the interview process, you’ll be asked to present how you would go about building our Account Management function and what you would focus on.

Required Skills & Experience

• Proven leadership: Experience leading and building high-performing teams, particularly in a client-facing role. You should be able to speak to specific projects you’ve led throughout your career. The ideal candidate should have hired and managed (at least 5+) individuals simultaneously.
• Client management: Strong communication skills and a proven ability to build lasting relationships with clients.
• Project management: Ability to manage many large, complex projects with tight deadlines, and deliver results ahead of schedule.
• Problem solving: Strong analytical and troubleshooting skills to address client needs and internal challenges.
• Technical aptitude: Comfortable in a highly technical environment, with knowledge of Google Sheets, spreadsheet formulas, and related tools.
• SaaS experience: Familiarity with SaaS products and a keen eye for product improvement opportunities.
• Startup experience: We are lean and we are building. You must have experience working with very little direction and have built an Account Management function from the ground up.
  
  

Nice to have

• Experience in data engineering or web scraping: Familiarity with the technical aspects of web data extraction and Javascript would be an asset.
  
  

Why Browse AI?

To date we've empowered over 500,000 teams and individuals with access to web data that was once a luxury only big enterprises could afford. In 2 years, we’ve grown to over 2,500 paying customers with a small team.

Everyone at Browse AI plays a crucial role and collaboration is critical to our success. We highly value diversity and make sure everyone feels valued and heard. We have a remote-first setting with a significant part of our team working from our Vancouver downtown office.

We encourage bold ideas and provide the support needed to turn those ideas into reality. This is your chance to leave a mark, to grow professionally and personally, and to be part of something truly transformative!

• Competitive compensation package between $110,000 - $160,000 OTE (on target earnings)
• Compensation package includes base salary plus a bonus/commission structure using a combination of expansion + renewal metrics
• Stock options
• Fully remote with an option to work from our office in downtown Vancouver
• Working at one of the fastest-growing AI SaaS startups in Canada
• Be part of and shape the journey from 500,000 users to tens of millions
• Ability to have a substantial impact on a fast growing and changing company
• Flexible PTO policy and remote-first culture
• Extended Health insurance