Senior Director, Account Management

Drive Growth & Build Lasting Customer Partnerships

Are you passionate about AI and customer success? As the Senior Director, Account Management, you’ll lead and empower a team of 10-12 seasoned Account Managers, driving expansion and retention across our enterprise customers. You'll take a hands-on approach in key relationships, mentor your team to excellence, and play a pivotal role in shaping long-term business growth, leading from the front.

At Coveo, we believe in innovation, collaboration, and customer-centricity. Join us to shape the future of AI-powered account management and drive meaningful value for some of the world’s leading enterprises.

As our Senior Director, Account Management, you will:

• Lead and develop a team of senior Account Managers across North America, fostering a high-performance, collaborative work environment while coaching on account planning, opportunity management, and structured sales methodologies (e.g., MEDDPICC).
• Drive land-and-expand strategies through upselling, cross-selling, and strategic account expansion while handling key negotiations and executive relationships with Fortune 1000 customers.
• Own and deliver against key performance metrics, including ARR growth, churn rate, and customer satisfaction, ensuring sustained business success.
• Build and scale repeatable processes for account growth, team development, and transformation initiatives as the business scales.
• Effectively manage customer escalations, ensuring strong retention and satisfaction in complex situations.
• Partner with Customer Success, Renewals, Professional Services, Marketing, Finance, Legal, and Product teams to drive impactful business outcomes, contributing to executive business reviews and quarterly planning.

Here is what will qualify you for the role:

• Proven leadership (8+ years) in enterprise Account Management or Sales within SaaS, managing teams during high-growth phases (50%+ YoY) and scaling from 10 to 20+ members.
• Track record of driving revenue growth through strategic account expansion, managing a $50M+ book of business with 90%+ enterprise retention rates.
• Expertise in implementing and optimizing account management frameworks to enhance efficiency and customer success.
• Strong negotiation, problem-solving, and executive presence, adept at handling complex customer escalations and influencing C-level stakeholders.
• Travel up to 50% to support key accounts and strengthen customer relationships.

What will make you stand out:

• Industry expertise in Commerce, Customer Service, and GenAI, with experience leading cross-functional initiatives in fast-paced, high-growth environments.
• Proven success working with Enterprise accounts ($1B+ revenue) across North America, including Fortune 500 companies in technology, financial services, manufacturing, and consumer goods, while building and maintaining C-suite relationships.
• History of successfully managing through economic cycles, driving growth, and establishing centers of excellence and best practices.
• Experience developing managers, promoting from within, and collaborating with global teams and customers.

Do you think you can bring this role to life? Or add your own color? You don’t need to check every single box; passion goes a long way, and skillsets are transferable.

Send us your application—we want to know what you're all about!

Join the Coveolife!

Coveo is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability status, marital status, gender identity, or veteran status.