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EVERFI is an international technology company driving social impact through education to address the most challenging issues affecting society ranging from financial wellness to mental health to workplace conduct and other critical topics. Founded in 2008, EVERFI’s Impact-as-a-Service TM solution and digital educational content have reached more than 41 million learners globally. In 2020, the company was recognized as one of the World’s Most Innovative Companies by Fast Company and was featured on Fortune Magazine’s Impact 20 List. The company was also named to the 2021 GSV EdTech 150, a list of the most transformative growth companies in digital learning. Some of America’s leading CEOs and venture capital firms are EVERFI investors including Amazon founder and CEO Jeff Bezos, Google Chairman Eric Schmidt, Twitter founder Evan Williams, as well as Advance, Rethink Education, Rethink Impact, The Rise Fund, and TPG Growth. To learn more about EVERFI and how you can #answerthecall please visit everfi.com or follow us on Facebook, Instagram, LinkedIn, or Twitter @EVERFI.

The Senior Director, Account Management is responsible for developing and implementing scalable and efficient strategies throughout the customer lifecycle, including onboarding new customers, driving continuous value and adoption, creating upsell opportunities and meeting customer retention goals. This Senior Director is also responsible for developing, coaching and effectively managing an assigned team of account managers. This position is aligned to our Financial Services vertical and Financial Capability Network (FCN).

Responsibilities

  • Grow and manage a team of Account Managers in an assigned business line and help maximize team renewal rates
  • Act as Executive Support for key customer renewal and expansion conversations
  • Develop and implement a framework to identify and minimize customer churn
  • Work with team to identify upsell and cross-sell opportunities
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Share best practices and case studies with new customer to drive acquisition
  • Understand value drivers in recurring revenue business models
  • Recruit and attract high potential new team members, coach and develop team members to maximize performance
  • Foster an environment of collaboration and ongoing learning within the team, share best practices on driving customer engagement and retention across the business
  • Enhance effectiveness and efficiency through the use of technology or other scalable processes, i.e. support systems, customer marketing software, reference and advocacy solutions
  • Align with teams across the company to optimize retention rates, customer expansion opportunities, and services provided to existing customers
  • Provide feedback to ensure customer needs are aligned with new roadmap content and features
  • Responsible for the alignment of the team objectives, metrics, forecasting and measurements against overall company goals
  • Participate in the creation and management of company-wide customer feedback loop and definition of ideal customer
  • Other duties as assigned

Skills, Experience and Qualifications

  • Bachelor degree or equivalent experience required
  • A minimum of 7 years of experience in account management, customer success or sales role(s) focusing on upsells and renewals, including 3 years of experience at SaaS organizations
  • Experience leading a customer success, account management or commercial team within a SaaS organization
  • Experience developing results-driven goals and metrics
  • Proficiency with Customer Relationship Management (CRM) system, Salesforce preferred
  • Ability to balance a process-oriented mindset with agility and resilience for continuous improvement
  • Innovative thinker & curiosity
  • Strong collaboration and communication skills
  • Ability to travel 30% of the time

Work-life, Culture, & Perks:

  • Competitive base salary and bonus potential
  • 401k program and equity plan
  • Comprehensive health care and excellent parental leave benefits
  • Flexible PTO and generous holiday schedule
  • Casual work environment
  • Annual company-wide retreat
  • Opportunity to work with talented people who have fun in the workplace

Company Values:

We’re looking for future team members who are energized and inspired by our values, as well as people who bring new backgrounds, perspectives, and experiences. At EVERFI, our eight core values are an active part of everything we do:

  • Relationships First
  • Demand Excellence
  • Embrace Diversity of Thought & Drive Change
  • Act Like an Owner
  • Always Show Up
  • Share the Credit
  • Require Honest & Positivity
  • Always Ask: “Did I Matter Today?”

EVERFI appreciates your interest in our company as a place of employment. It is EVERFI policy to provide equal opportunity for employment to all qualified employees and applicants, regardless of race, religion, religious affiliation, ancestry, citizenship status, marital status, familial status, sexual orientation, gender identity, color, creed, national origin, sex, age, disability, or veteran status or any other characteristic protected by local, state or federal law. This policy applies to all areas of employment including recruitment, placement, training, transfer, promotion, termination, pay, and other forms of compensation and benefits. EVERFI will provide reasonable accommodations to qualified individuals with disabilities.

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