Senior Director, Account Management

About the Team

At AudioEye, we believe access to digital content is a fundamental right, not a privilege. Our mission is clear: eliminate every barrier to digital accessibility so that everyone, regardless of ability, can experience the web without limitations.

We are a team of passionate problem-solvers who are driven by purpose and impact. Every challenge we tackle moves us closer to a future where creating accessible experiences is the standard. If you’re looking for meaningful work where you can drive real change, influence how people with disabilities experience the internet, and be part of a mission that matters, AudioEye is the place for you.

About the Role

The Sr. Director of Account Management will be responsible for creating a world-class customer experience from post-sales support, customer support, and through implementation and ongoing value delivery for our customers. This person will play a pivotal role in driving customer satisfaction, retention, and supporting growth. This leadership position requires a result oriented, customer centric leader with a strategic mindset to develop and execute a world class strategy and drive our customer success efforts to support our growing ARR.

How you’ll Contribute

• Drive impact by increasing renewal rates, reducing churn, and expanding revenue through cross-selling and up-selling support
• Manage activities including onboarding, customer support, and on-time renewals
• Enhance customer lifetime value by increasing product adoption, enhancing customer satisfaction, and driving new business growth through greater advocacy and reference ability
• Define and optimize the customer lifecycle by mapping the customer, developing listening points in the journey, and standardizing interventions for each point of the journey
• Measure effectiveness with defined metrics, tracking systems, and regular team reviews, sharing important metrics with the executive team and peers on a regular basis
• Develop and mentor the team while fostering a culture of continuous learning
• Attract high-potential individual contributors and establish a rapid onboarding process for new team members
• Foster a company-wide culture of Relentlessly Prioritizing the Customer by driving alignment with marketing, product, sales, operations, finance, and the executive team

Who you are

• Bachelor’s Degree, or equivalent experience
• 10 plus years’ experience in a leadership role in account management and customer relations roles
• Strong interpersonal, communication, analytic and problem-solving skills
• Demonstrated ability to build strong relationships grounded in trust and accountability
• Proven collaborative approach; openly sharing information and receptive to the ideas of others
• Strong written communication skills - writing to convey ideas will be an ongoing requirement of this position
• Strong ability to think creatively and strategically including creating operational plans 
• Proven track record of working with subject matter experts, consultants, professional services, IT, operations, and others over the technology lifecycle to maximize ROI
• Logical and efficient, with keen attention to detail and the ability to dive into the details to understand
• Ability to communicate ideas in both technical and user-friendly language
• Capacity to effectively prioritize and execute tasks in a high-pressure environment
• Enthusiastic and creative leader with the ability to inspire others
• Experience working with a variety of SaaS products and services

Our Values

• Relentlessly Prioritize the Customer
• Own Outcomes
• Be Straightforward
• Act Now & Iterate
• Grit
• Decide with Data 
• Hire and Develop A Players
• Be Coachable
• Organize and Plan
• Expect and Embrace Change

Benefits and Perks

• Work with a talented but humble team
• Competitive compensation and equity
• Weekly paid family meal
• 401k, medical, dental, and vision insurance
• Flexible and Generous PTO Policy: If you feel you need a break to recharge, we encourage you to take it!
• 15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
• To support remote work conditions, AudioEye provides each employee a one-time stipend of $300 

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All AudioEye recruiting email communications will always come from the @greenhouse.io domain or audioeye.com. Any outreach claiming to be from AudioEye via other sources should be ignored.

Equal Opportunity Employer: We embrace equal employment opportunity. AudioEye is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We welcome and encourage applications from candidates of all backgrounds, abilities, and seek to ensure that all candidates have the opportunity to showcase their skills and qualifications during the hiring process. Please email accommodations@audioeye.com if you require an accommodation. 

Notice to Staffing Agencies: It is our policy that any and all contact with third party staffing vendors come through our Talent Acquisition department directly. We have established a preferred network of staffing partners that we engage with if and when we deem necessary. We ask that staffing agencies refrain from contacting our executives, hiring managers, or employees directly. Unsolicited resumes and inquiries will not be considered or responded to. Thank you for your understanding and cooperation.