Job Specifications
Visit.org We are seeking a passionate, results-driven Director of Account Management to take full ownership of our Customer Success (CS) function. You will lead and develop the team responsible for driving retention, expansion, and satisfaction across our corporate partner base, ensuring partners are actively engaged, utilizing their events, and achieving their employee engagement and social impact goals. This role spans team leadership and hands-on executive relationship management across our largest and most strategic accounts. The right candidate brings a builder's mentality, deep CS instincts, and the energy to thrive in a fast-moving startup environment, all anchored by a genuine passion for our mission.
What Motivates Us
There is room for everyone! We empower each other to innovate and create processes that use technology to generate meaningful, lasting change. We enjoy the challenge of finding solutions to problems that are not a way around it but through it. We're driven by the opportunity to help enterprises and their employees around the world to contribute to their communities.
When You Join the Team
You'll join a movement from the ground floor and a team of purpose-driven people with a strong sense of responsibility, ownership, and pride that we're building this thing together.
You'll combine passion, purpose, and a paycheck—Visit.org team members get out of bed every day knowing their work is meaningful and has a tangible impact on individuals and communities around the world
About Visit.org:
Visit.org helps companies discover & book thousands of carefully curated social impact team experiences, led by and benefiting local nonprofits. With its proprietary library of team-based experiences across 90+ countries, Visit.org provides HR, CSR, and Meetings & Events leaders highly scalable, culturally appropriate content for purpose-driven employee and client engagement. Some of our customers include Colgate, Paramount, Visa, HubSpot, Hewlett Packard Enterprise, and more.
Responsibilities:
Oversee the strategic management of enterprise accounts by applying a deep understanding of corporate social responsibility (CSR) priorities, trends, and challenges to drive growth, renewal success, and maximum utilization of services
Drive enterprise retention and expansion through proactive account strategy and cross-functional alignment
Support high-stakes client engagements, renewals, escalations, and strategic negotiations as needed
Demonstrated success in managing and significantly expanding contract value over time for Fortune 500 or large, complex enterprise clients through expansion, cross-sell, and departmental engagement
Set clear performance expectations, KPIs, and account ownership standards aligned to revenue, utilization, renewal, and impact goals
Conduct regular performance reviews, provide coaching, and build long-term capability within the team
Establish scalable account management methodologies, playbooks, and best practices to improve consistency and execution quality
Develop and refine operational frameworks to improve efficiency, visibility, forecasting accuracy, and account governance
Act as a strategic liaison between Account Management and cross-functional teams, including Sales, Supply, Content, Product, Marketing, and Operations
Advocate for enterprise client needs internally to influence product improvements and service enhancements
Requirements
8+ years of B2B SaaS account management experience in enterprise CSR team leadership, with deep knowledge of the CSR ecosystem; skilled in guiding program strategy, building and scaling CSR initiatives, delivering meaningful employee engagement, measurable community impact, and navigating complex organizational environments
Proven experience navigating multi-threaded relationships and complex buying networks across large enterprise organizations, engaging stakeholders across multiple departments, levels, and decision-making layers
3+ years leading and developing high-performing, client-facing teams — with a track record of building culture, driving accountability, and scaling team performance
Executive presence and superior communication skills, with a proven ability to navigate and resolve complex, high-stakes client situations to strengthen partnerships at the C-suite and VP levels
Demonstrated success growing enterprise accounts through expansion, cross-sell, and net-new departmental engagement, with strong command of retention metrics, NRR, and contract value growth
Strong, proven partnership with Sales working in lockstep on renewal strategy, expansion pipeline, and seamless handoffs that protect and accelerate revenue
Advocate for enterprise CSR, ESG, and sustainability leaders internally, influencing product improvements, service enhancements, and program effectiveness across Product, Marketing, and Operations
Data-driven with the ability to interpret performance metrics, identify trends, and proactively surface KPIs and risk indi