Position Summary

The Senior Director of Business Account Management is responsible for leading SoundStack's commercial relationship with our strategic customers after implementation. This role owns business outcomes, customer growth, renewals, executive relationships, and overall customer satisfaction from a business perspective.

Working closely with Technical Account Management, Sales, Product, Marketplace Operations, and Executive Leadership, this role ensures customers realize maximum value from the SoundStack platform while identifying opportunities to expand partnerships and increase recurring revenue.

This individual will build and lead SoundStack's Business Account Management function, establishing best practices, developing scalable processes, and eventually hiring and mentoring a team of Business Account Managers as the organization grows.

Primary Responsibilities

Customer Business Ownership

• Serve as the primary business relationship owner for strategic customer accounts.

• Build trusted relationships with executive stakeholders and key decision makers.

• Understand each customer's business objectives and align SoundStack's solutions accordingly.

• Develop long-term account strategies focused on retention, expansion, and customer success.

• Act as the executive sponsor for assigned accounts.

Revenue Growth & Expansion

• Identify opportunities to expand existing customer relationships through additional products, services, and platform capabilities.

• Partner with Sales on expansion opportunities while maintaining ownership of ongoing customer strategy.

• Drive Net Revenue Retention (NRR) across the assigned portfolio.

• Develop quarterly account growth plans for strategic customers.

• Identify cross-sell and upsell opportunities across all SoundStack products and services.

Customer Success Leadership

• Conduct Executive Business Reviews (EBRs) with strategic customers.

• Monitor customer health, adoption, engagement, and overall satisfaction.

• Develop action plans for at-risk customers.

• Lead renewal strategy in partnership with Finance and Sales.

• Ensure customers are realizing measurable business value from the platform.

Cross-Functional Leadership

• Partner closely with Technical Account Managers to ensure a seamless customer experience.

• Collaborate with Product to communicate customer feedback and strategic roadmap requests.

• Work with Marketplace Operations to maximize customer revenue opportunities.

• Coordinate with Support and Engineering during escalations while maintaining executive communication with customers.

• Serve as the business voice of the customer throughout the organization.

Department Leadership

• Design and establish the Business Account Management organization.

• Define customer engagement standards, processes, and KPIs.

• Develop playbooks for account planning, customer reviews, renewals, and growth initiatives.

• Build dashboards and reporting around customer health, NRR, renewals, and expansion.

• Recruit, mentor, and lead future Business Account Managers as the team grows.