Director of Account Management, Global

Reports to: Global SVP of Sales, Customer Support, Solutions Engineering, Account Management and Professional Services

Team: Global team of 7 to 8 Account Managers

Location: Remote, US East/Central time zones or Europe

Region: US, Europe, MENA (including Saudi Arabia) and APAC

Travel: Regular international travel to customers and team members, estimated at 25 to 40%

About Napster

Founded on the principle of democratizing access, first to music in 1999, now to expertise in the AI era, Napster has consistently remained at the forefront of technological shifts that empower users. Today, the company builds embodied, multimodal AI agents that engage employees and customers where they already work: through video presence, voice, and text. Designed to work alongside people rather than replace them, Napster’s agents carry institutional knowledge into every interaction, elevating the user’s experience and improving business outcomes. For more information, visit napster.com.

Role Overview

The Director of Account Management owns the growth of Napster's existing customer base. Leading a global team of 7 to 8 Account Managers across the US, Europe, MENA and APAC, this role is accountable for retention, renewals, and expansion revenue across every account in the book.

Napster sells a portfolio of AI products, each with a different buyer inside the same organization. A marketing team may run a Napster Spaces experience while L&D, CX, or IT has a use case for Learn, Station, or the Napster API that no one has surfaced yet. The Director builds the team, playbook, and account strategy that turns one product, one buyer into many products, many buyers.

This is a builder role. The successful candidate has built and scaled account management teams before, knows how to put the right process and structure in place, and knows how to grow a book of business horizontally across a customer's org. Together with Sales, Solutions Engineering, Delivery/Professional Services, CX & Support, and Product, this role makes sure every customer renews, expands, and becomes a reference.

Key Responsibilities

Team Leadership & Scale

• Lead, coach, and develop a global team of 7 to 8 Account Managers across the US, Europe, MENA and APAC.
• Design the AM coverage model: account segmentation, books of business per AM, and regional coverage across time zones.
• Hire, onboard, and ramp new AMs as the customer base grows; define the bar for what great looks like.
• Set clear targets for retention and expansion, and hold the team accountable to them.

Process & Structure

• Define the post-sale customer journey end to end: handoff from Sales and Professional Services, onboarding and adoption, steady state, renewal, and expansion.
• Own the handoff standards from Sales and Professional Services, so no customer context is lost after go-live.
• Build an account health score using usage, adoption, support, stakeholder, and commercial signals, with a clear playbook for acting on early warning signs.
• Build the operating rhythm: account plans, pipeline reviews, forecasting cadence, and QBR standards.
• Run the renewal and expansion pipeline in the CRM (HubSpot), with accurate reporting into the weekly sales review and executive forecast.

Book of Business Growth

• Own net revenue retention, gross retention, and expansion revenue across the full customer base.
• Drive horizontal expansion: map each customer's org, find new departments and buyers, and land additional Napster products.
• Build multi-threaded relationships from day-to-day users up to the C-suite, so no account depends on a single champion.
• Agree clear rules of engagement with Sales, and partner with Sales and Solutions Engineering on expansion deals that need new scoping, pricing, or proposals.
• Lead or personally support the largest renewals and expansion deals.

Retention & Renewals

• Own the renewal process end to end, with early visibility into risk and a save plan for every at-risk account.
• Turn pilots and POCs into full commercial rollouts, working with Delivery on adoption and outcomes.
• Use account health, usage, and analytics data to spot churn risk and expansion signals early.

Cross-Functional Partnership

• Work with CX & Support, Delivery/Professional Services, and Product to keep customers successful after launch.
• Represent the voice of the customer internally: surface themes across accounts and feed them into product planning.
• Build repeatable expansion plays by product and buyer type, and share them across the team.

Qualifications

• 8+ years in Account Management, Customer Success, or enterprise sales, with 3+ years leading AM teams, ideally in AI, SaaS, or enterprise software.
• Proven track record of building and scaling an account management team: hiring, onboarding, playbooks, process, and the operating rhythm to run it.
• Demonstrated success growing a book of business through horizontal selling: landing new products with new buyers across departments of the same customer.
• Strong record against NRR, renewal, and expansion targets, with the data to show it.
• Hands-on experience designing health scores, renewal processes, and QBR frameworks.
• Comfortable leading executive conversations and navigating complex, multi-stakeholder enterprise organizations.
• Experience managing a distributed, global team across multiple regions and time zones.
• Commercially sharp: confident on pricing, packaging, and negotiating renewals and expansions.
• Genuine curiosity about AI and how it creates value for customers; enough technical fluency to spot the next use case in an account.

Nice to Have

• Experience selling a multi-product portfolio into enterprises.
• Background converting pilots or POCs into full commercial rollouts.
• Experience in a high-growth or early-stage company where the AM function was built from the ground up.
• Experience with HubSpot or a similar CRM for renewal and expansion forecasting.
• Additional languages relevant to our regions (for example Arabic, French, Spanish, German).

Success Measures

• Net revenue retention (NRR) and gross revenue retention (GRR) across the book, with GRR tracked separately so churn is never masked by expansion.
• Expansion revenue, and number of products per customer.
• New buyers and departments engaged within existing accounts.
• Pilot/POC-to-commercial-rollout conversion rate.
• Renewal forecast accuracy.
• Team performance and retention: AMs ramped, at quota, and staying.

Our Culture:

• Impact: Play a crucial role in our growth journey.
• Culture: Join a vibrant team valuing creativity and collaboration.
• Growth: Thrive in a fast-paced, dynamic environment.
• Reward: Enjoy competitive compensation, equity opportunities, and comprehensive benefits.
• Ready to shape our future? Apply now and be part of something extraordinary!

We're looking for more forward-thinking, collaborative people to be part of our innovation journey and mission to push the boundaries of technology. If you're ready to help us achieve this vision, we'd love to hear from you! At Napster Corp, we're looking for people who are invigorated by our values and driven to change the world, not those who simply check off boxes.

Napster embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We strive to build a company that reflects a global audience.