Director, Account Management

The Director, Account Management is responsible for leading eSentire’s Account Management organization, driving customer retention, revenue growth, and long‑term strategic partnerships across the existing customer base. This role oversees a team of Account Managers and ensures they are equipped to deliver exceptional customer experiences, expand account value, and align eSentire’s solutions to evolving cybersecurity needs.

The ideal leader brings a strong blend of commercial strategy, customer‑centricity, and operational excellence, along with experience managing high‑performing teams in cybersecurity, SaaS, or managed services environments.

Responsibilities include:

• Lead, coach, and develop a high‑performing Account Management team focused on building and maintaining exceptional customer relationships maintaining a lens on advocacy, driving renewals, expansions, and customer value realization.
• Own overall customer retention, revenue growth, and quota attainment across the account management organization.
• Establish clear performance expectations, KPIs, forecasting discipline, and operational rigor for the team.
• Partner with Sales, Customer Success, Product, and Marketing to build cohesive account strategies and drive customer outcomes.
• Oversee development of strategic account plans, ensuring teams identify growth opportunities and maintain strong executive relationships.
• Drive process consistency, best practices, and scalable methodologies across the Account Management function.
• Support Account Managers in executive‑level customer engagements, escalations, negotiations, and strategic deal cycles.
• Build and maintain executive‑level relationships with key customer stakeholders and decision‑makers where needed.
• Monitor account health, renewal risk, and customer satisfaction trends, ensuring proactive intervention and risk mitigation.
• Collaborate with Revenue Operations and Customer Success to improve pipeline visibility, forecasting accuracy, and data‑driven decision‑making.
• Influence product strategy by providing customer insights, market feedback, and emerging cybersecurity needs.
• Partner with Marketing, Customer Success and Sales Enablement to support account‑based programs, customer advocacy, and team development.
• Build a culture of accountability, collaboration, and continuous improvement within the Account Management organization.

Qualifications:

• 7–10+ years of experience in account management, customer success, or sales, with 3–5+ years in a leadership role.
• Proven success leading teams that exceed revenue, retention, and expansion targets in cybersecurity, SaaS, or managed services.
• Strong executive presence and ability to build trusted relationships with CISOs, IT leaders, and business executives.
• Extensive experience overseeing complex deal cycles, renewals, and multi‑year commercial negotiations.
• Demonstrated ability to build scalable processes, operational frameworks, and performance metrics.
• Exceptional leadership, coaching, communication, and cross‑functional collaboration skills.
• Strong analytical skills with proficiency in CRM systems (Salesforce preferred) and revenue forecasting.
• Deep understanding of cybersecurity markets, MDR/EDR solutions, and customer value drivers (preferred).
• Bachelor’s degree in business, cybersecurity, or related field; MBA or advanced certifications are an asset.

Please note: If the successful candidate lives within 50 km of our office in Waterloo, Ontario this will be a hybrid position (Monday and Friday – work from home, Tuesday, Wednesday and Thursday – work onsite). If the successful candidate lives more than 50 km from our office in Waterloo this will be a remote position.