📌 Core Information
🔹 Job Title: Director of Account Management
🔹 Company: Human Interest
🔹 Location: Lindon, Utah, Hybrid
🔹 Job Type: Full-Time
🔹 Category: Financial Services
🔹 Date Posted: April 7, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: Hybrid (Remote OK)
🚀 Job Overview
Key aspects of this role include:
- Leading a high-performing account management team
- Developing strategic account management frameworks
- Implementing scalable processes for upselling
- Fostering cross-functional collaboration
- Using data-driven approaches to optimize client health
- Evolving the account management function as the company grows
ASSUMPTION: This role requires a strategic mindset, excellent leadership skills, and a strong background in customer-facing roles within the SaaS industry.
📋 Key Responsibilities
✅ Direct a high-performing account management team that drives client retention and expansion
✅ Develop and implement strategic account management frameworks with clear KPIs and playbooks for different client segments
✅ Create scalable processes to identify upsell opportunities while maintaining exceptional client experiences
✅ Partner cross-functionally with Product, Operations, and Sales to ensure seamless client journeys
✅ Implement data-driven approaches to track client health, predict churn, and develop proactive intervention strategies
✅ Oversee quarterly business reviews with key clients to strengthen relationships and demonstrate ROI
✅ Drive the evolution of our account management function as the company scales
✅ Serve as an escalation point for complex client issues requiring executive attention
ASSUMPTION: This role involves a high degree of strategic planning, process improvement, and stakeholder management. It requires strong leadership skills and the ability to work effectively with cross-functional teams.
🎯 Required Qualifications
Education: Bachelor's degree in Business, Marketing, or a related field (or equivalent experience)
Experience: 5+ years of experience leading customer-facing teams such as account management, customer success, or sales
Required Skills:
- Proven track record of driving customer retention and satisfaction in a SaaS or technology environment
- Experience building and scaling high-performing teams through periods of rapid growth
- Strong ability to develop strategic account plans and processes that drive measurable results
- Experience implementing systems and tools to track customer health and team performance
- Exceptional communication and relationship-building skills with both clients and internal stakeholders
- Data-driven approach to decision-making and performance management
Preferred Skills:
- Experience with retirement plans, 401(k) administration, or benefits management
- Familiarity with financial regulations in the retirement industry
- Track record of implementing effective customer health scoring models
- Experience scaling a customer success function from startup to growth stage
- Background in consultative selling or solution-based account management
- Proficiency with Salesforce or similar CRM platforms
- Proven ability to influence product roadmap based on customer feedback
- Experience managing both remote and in-office teams
ASSUMPTION: Candidates should have a strong background in customer-facing roles within the SaaS industry, with a proven track record of driving customer retention and satisfaction. Experience in the retirement industry is a plus but not required.
💰 Compensation & Benefits
Salary Range: $150,000 - $180,000 per year (based on location and experience)
Benefits:
- 401(k) plan with a dollar-for-dollar employer match up to 4% of compensation and $0 plan fees
- Top-of-the-line health plans, as well as dental and vision insurance
- Generous PTO and parental leave policies
- Addition Wealth - Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
- Lyra - Enhanced Mental Health Support for Employees and dependents
- Carrot - Fertility healthcare and family forming benefits
- Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
- Monthly work-from-home stipend; quarterly lifestyle stipend
- Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
- Fun online and regional events and celebrations and department and company offsites
Working Hours: Full-time (40 hours per week)
ASSUMPTION: The salary range provided is an estimate based on the company's stated compensation structure. The benefits listed are subject to change and may vary based on the employee's location and role.
📌 Applicant Insights
🔍 Company Context
Industry: Human Interest operates in the Financial Services industry, specifically focusing on providing affordable, full-service 401(k) plans for small and medium-sized businesses. The company aims to make employer and employee retirement savings more intuitive, more affordable, and more inclusive.
Company Size: Human Interest is a mid-sized company with 501-1,000 employees, making it a great place to work for those seeking a collaborative and dynamic environment.
Founded: Human Interest was founded in 2015, and it has since grown to become a leading provider of retirement solutions for small and medium-sized businesses.
Company Description:
- Human Interest is founded on a simple idea: Affordable, zero-transaction fee, 401(k) plans for small and medium businesses.
- The company has eliminated all 401(k) transaction fees for companies and their employees, making it easier for businesses to start saving for retirement.
- Human Interest has helped thousands of customers open their company’s first 401(k) plan and start saving, with a 2x average industry participation rate.
- The company has built end-to-end technology to solve administrative and compliance headaches for small and medium-sized businesses.
Company Specialties:
- Financial Services
- FinTech
- Benefits
- Personal Finance
- SaaS
- Technology
- Internet
- Retirement
- 401(k)
- and 403(b)
Company Website: https://humaninterest.com
ASSUMPTION: Human Interest's focus on affordability, accessibility, and technology-driven solutions sets it apart in the retirement industry. The company's commitment to making retirement savings more inclusive and intuitive is reflected in its mission and values.
📊 Role Analysis
Career Level: This role is at the senior management level, requiring a strategic mindset and significant experience in customer-facing roles within the SaaS industry.
Reporting Structure: The Director of Account Management will report directly to the Chief Revenue Officer or another senior executive within the company.
Work Arrangement: This role is hybrid, with a mix of remote and on-site work. The specific work arrangement may vary based on the employee's location and the company's policies.
Growth Opportunities:
- As Human Interest continues to grow, there will be opportunities for the Director of Account Management to expand their team and take on additional responsibilities.
- The company's focus on innovation and technology-driven solutions may present opportunities for the role to evolve and take on new challenges.
- With the company's success, there may be opportunities for the Director of Account Management to advance to a more senior role within the organization.
ASSUMPTION: This role offers significant growth potential as Human Interest continues to expand its customer base and refine its offerings. The Director of Account Management will play a critical role in driving the company's success and shaping its future.
🌍 Location & Work Environment
Office Type: Human Interest has a physical office in Lindon, Utah, but this role is hybrid, allowing for remote work as well.
Office Location(s): 655 Montgomery St, Suite 1800, San Francisco, California 94111, US (with remote work options)
Geographic Context:
- Lindon, Utah, is a small city located in Utah County, approximately 30 miles south of Salt Lake City.
- The area offers a mix of urban and rural living, with easy access to outdoor recreation and a lower cost of living compared to larger cities.
- Utah is known for its beautiful landscapes, with five national parks within driving distance of Lindon.
Work Schedule: The work schedule for this role is typically Monday through Friday, with flexible hours to accommodate remote work and the needs of the team.
ASSUMPTION: The hybrid work arrangement for this role allows for a balance between on-site collaboration and remote flexibility. The specific work arrangement may vary based on the employee's location and the company's policies.
💼 Interview & Application Insights
Typical Process:
- Online application and resume screening
- Phone or video screening with the hiring manager
- Behavioral and situational interviews with cross-functional stakeholders
- Final interview with the senior leadership team
- Background check and offer extension
Key Assessment Areas:
- Strategic thinking and problem-solving skills
- Leadership and team management abilities
- Customer-facing and communication skills
- Data-driven decision-making and analytical skills
- Industry-specific knowledge and experience
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
- Demonstrate your understanding of the retirement industry and Human Interest's mission and values.
- Prepare for behavioral and situational interview questions that focus on your leadership, strategic planning, and problem-solving skills.
- Showcase your ability to work effectively with cross-functional teams and manage complex client relationships.
- Be ready to discuss your approach to data-driven decision-making and client health scoring.
ATS Keywords: Account Management, Customer Success, Sales, Team Leadership, Strategic Planning, Data Analysis, Communication, Relationship Building, Process Implementation, Client Retention, SaaS Experience, Consultative Selling, Performance Management, Problem Solving, Cross-Functional Collaboration, Upselling
ASSUMPTION: The interview process for this role will focus on assessing the candidate's strategic thinking, leadership skills, and industry-specific knowledge. The company will be looking for a strong cultural fit and a proven track record of driving customer retention and satisfaction.
🛠️ Tools & Technologies
- Salesforce or similar CRM platforms
- Data analysis and visualization tools (e.g., Tableau, Power BI)
- Project management tools (e.g., Asana, Jira)
- Communication and collaboration tools (e.g., Slack, Microsoft Teams)
- Customer success and account management software (e.g., Totango, Gainsight)
ASSUMPTION: The tools and technologies listed are commonly used in customer-facing roles within the SaaS industry. The specific tools used by Human Interest may vary based on the company's preferences and the role's requirements.
👔 Cultural Fit Considerations
Company Values:
- Customer obsession
- Long-term orientation
- Autonomous and accountable teams
- An escalating bar for talent and performance
- Fundamental optimism
Work Style:
- Collaborative and data-driven approach to decision-making
- Focus on long-term growth and strategic planning
- Strong commitment to customer success and satisfaction
- Emphasis on continuous learning and improvement
- Positive and inclusive work environment
Self-Assessment Questions:
- How do you approach strategic planning and execution in a dynamic and growing environment?
- Can you provide an example of a time when you had to manage a complex client relationship or resolve a challenging client issue?
- How do you prioritize and manage multiple projects and deadlines in a fast-paced environment?
- Can you describe your experience with data-driven decision-making and client health scoring models?
- How do you foster a positive and inclusive work environment, especially when working remotely?
ASSUMPTION: Human Interest values candidates who are strategic thinkers, strong leaders, and effective communicators. The company's commitment to customer success, data-driven decision-making, and continuous improvement is reflected in its values and work style.
⚠️ Potential Challenges
- The role may require frequent travel to meet with clients and attend industry events.
- The hybrid work arrangement may present challenges in maintaining work-life balance and managing remote team dynamics.
- The role may involve working with complex regulatory requirements and industry-specific compliance issues.
- The fast-paced growth of the company may present challenges in managing change and adapting to new priorities.
- The competitive nature of the retirement industry may require the Director of Account Management to continually innovate and adapt to maintain a competitive edge.
ASSUMPTION: The potential challenges listed are common to roles of this nature within the SaaS and financial services industries. The Director of Account Management will need to be proactive in addressing these challenges and leveraging the resources and support available within the company.
📈 Similar Roles Comparison
- This role differs from other account management positions in its focus on strategic planning, long-term growth, and data-driven decision-making.
- The retirement industry-specific context requires a strong understanding of regulatory requirements and industry trends.
- The career path for this role may differ from other customer-facing positions, with opportunities for advancement to senior leadership roles within the company.
ASSUMPTION: The unique aspects of this role, such as its focus on strategic planning and data-driven decision-making, set it apart from other account management positions. The retirement industry-specific context requires a strong understanding of the industry and its regulatory requirements.
📝 Sample Projects
- Developing and implementing a strategic account management framework for a specific client segment
- Creating a scalable process for upselling services to existing clients while maintaining exceptional client experiences
- Implementing a data-driven approach to track client health, predict churn, and develop proactive intervention strategies
- Overseeing quarterly business reviews with key clients to strengthen relationships and demonstrate ROI
- Driving the evolution of the account management function as the company scales, including process improvement and team expansion
ASSUMPTION: The sample projects listed are representative of the types of initiatives the Director of Account Management may undertake. The specific projects and their scope may vary based on the company's priorities and the role's evolution over time.
❓ Key Questions to Ask During Interview
- Can you describe the company's approach to strategic planning and long-term growth in the retirement industry?
- How does the company support the professional development and growth of its account management team members?
- Can you provide an example of a time when the company had to adapt to a significant change in the market or regulatory environment?
- How does the company foster a positive and inclusive work environment, especially for remote team members?
- What are the key priorities for this role in the first 90 days, and how will the company support the new Director of Account Management in achieving these goals?
ASSUMPTION: The key questions listed are designed to help the candidate better understand the role, the company's culture, and the expectations for the Director of Account Management. The specific questions and their focus may vary based on the candidate's background and the company's priorities.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the provided link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role, with a focus on strategic planning, leadership, and customer success
- Prepare for behavioral and situational interview questions that focus on your leadership, strategic planning, and problem-solving skills
- Showcase your ability to work effectively with cross-functional teams and manage complex client relationships
- Follow up with the hiring manager one week after submitting your application to confirm receipt and express your interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
