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.