Director, Account Management – U.S. Expansion

About Us

At Crescendo, we’re transforming customer experience with Augmented AI—a seamless blend of human expertise and AI automation that delivers better, faster, more scalable support. We’re not just changing how support works. We’re reshaping the economics of an entire industry.

The Role

We are seeking a Director of Account Management to lead our U.S. expansion efforts by nurturing and growing our existing enterprise customer base. In this high-impact role, you will drive strategic account development, revenue expansion, and long-term partnership success across a portfolio of marquee clients. You’ll act as a trusted advisor, connecting the dots between client objectives, AI-driven solutions, and Crescendo’s broader CX capabilities.

This is an ideal opportunity for a customer-obsessed, outcomes-oriented leader who thrives at the intersection of relationship management, consultative sales, and technology adoption. You’ll play a key role in unlocking growth across some of the most innovative and fast-moving organizations in North America.

What You’ll Do:

• Own the strategy and execution for growing revenue across key U.S.-based enterprise accounts, with a focus on expanding AI usage, managed services adoption, and multi-product engagement.
• Identify and capitalize on upsell, cross-sell, and renewal opportunities through deep account planning and strategic partnership development.
• Relationship Management & Executive Engagement
  • Serve as the senior relationship lead for high-value customers — building strong, trust-based partnerships with client executives and operational stakeholders.
  • Act as the voice of the customer within Crescendo, championing client needs and feedback across Product, Engineering, and GTM teams.

• Partner closely with internal stakeholders to forecast account growth, align on pipeline targets, and deliver against revenue expansion goals.
• Drive commercial conversations with a value-first mindset, ensuring client outcomes align with Crescendo’s long-term success.
• Cross-Functional Leadership
  • Collaborate with Product, Customer Success, Legal, and Delivery to orchestrate seamless solution rollouts, address escalations, and deliver operational excellence.
  • Bring together AI platform capabilities and human-led services into a unified, compelling customer story.

• Develop a deep understanding of each client’s business, industry landscape, and evolving priorities. Anticipate needs and proactively propose innovative, AI-powered solutions.
• Monitor key account health metrics and lead strategic QBRs, executive check-ins, and expansion planning sessions.

• Build and mentor a high-performing account management team over time as our customer footprint grows.
• Share best practices, playbooks, and tools that enable consistency, scale, and excellence in execution.

What We Expect From You:

Experience & Track Record

• 8–10+ years in strategic account management, customer success, or enterprise relationship roles within SaaS, CX, AI, or tech-enabled services.
• Proven success expanding enterprise accounts, driving renewals, and owning revenue targets across complex customer landscapes.

• Confident, polished communicator who builds credibility with senior executives, manages expectations, and earns trust as a long-term partner.
• Skilled at simplifying complex solutions into business value and strategic narratives.

• Customer-Centric & Consultative

• Deep commitment to customer success. You think like a trusted advisor, always anchoring on outcomes, value, and shared growth.
• Experience leading high-stakes negotiations and navigating internal/external stakeholders with professionalism and integrity.

AI & CX Acumen

• Familiarity with customer experience technologies, AI/ML platforms, or digital transformation initiatives.
• Able to articulate the value of human + AI solutions in regulated, data-sensitive, or high-growth industries.

Operational Rigor

• Highly organized and analytical with a strong grasp of account planning, CRM systems (e.g. Salesforce), forecasting, and reporting.
• Adept at managing competing priorities and working in fast-paced, cross-functional environments.

Team Leadership

• Experience coaching and growing client-facing talent. You lead by example, inspire confidence, and promote a culture of excellence.

Education

• Bachelor’s degree required

What You’ll Get In Return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why Crescendo?

• We’re creating a new category: Augmented AI.
• Our growth has been explosive—0 to $100M+ in ARR in under a year—and we’re just getting started.
• Our model is built on outcomes, not buzzwords. That means we only win when our customers do.
• You’ll join a high-performing, customer-obsessed team that values speed, creativity, and craft.
• We’re remote-first, people-first, and purpose-driven.

Join us and help shape the future of customer experience.

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].