[Hiring] Director, Account Management @Funnel Leasing

Role Description

Funnel Leasing Inc. is hiring for a Director, Account Management. This role is a strategic business partner and trusted advisor responsible for driving growth and renewal within an assigned portfolio of multifamily customer accounts. You will own the complete account relationship—from onboarding through expansion and renewal—ensuring customers achieve their business objectives while maximizing their lifetime value to Funnel Leasing.

Your success is measured by ARR growth, customer retention, and expansion pipeline within your book of business.

• Own the complete account relationship for an assigned portfolio of 15-25 existing multifamily customers, managing all commercial and relationship dynamics from implementation through renewal and expansion.
• Establish and execute comprehensive account plans that identify business drivers, expansion opportunities, competitive threats, and renewal risks; align account strategy with customer objectives and Funnel's capabilities.
• Lead and conduct quarterly business reviews (QBRs) with customer executives and stakeholders, presenting business outcomes, usage analytics, ROI impact, and strategic recommendations to drive renewal confidence and expansion conversations.
• Partner with the Technical Success Manager to coordinate technical deep-dives, product demonstrations, implementation timelines, and best practice guidance; collaborate on customer success initiatives and expansion opportunity development.
• Identify and develop expansion pipeline within existing accounts by conducting discovery conversations, understanding customer pain points, evaluating competitive threats, and presenting upsell/cross-sell opportunities aligned with customer growth initiatives.
• Manage renewal cycles proactively, including forecast accuracy, contract negotiation, renewal risk mitigation, and executive stakeholder engagement to drive retention and secure expansion commitments.
• Build and maintain strong relationships with customer stakeholders at all levels—from operations teams to C-suite executives—serving as a trusted advisor and single point of contact for account strategy and business needs.
• Monitor and analyze customer health metrics, product adoption trends, support ticket volume, and account satisfaction to proactively identify at-risk accounts and champion retention/expansion initiatives.
• Support internal teams by providing customer feedback, market intelligence, competitive insights, and product enhancement requests to Product, Marketing, and Leadership for strategic planning and roadmap development.
• Maintain accurate account information in Salesforce, including account plans, opportunities, stakeholder maps, health scores, and expansion pipeline forecasts; ensure forecasting accuracy and pipeline discipline.
• Collaborate with Implementation and Support teams to ensure smooth onboarding, rapid time-to-value, and resolution of customer issues that could impact renewal or expansion.
• Represent Funnel Leasing at customer advisory boards, industry events, and customer user groups to strengthen relationships and gather competitive market intelligence.
• Create a culture of continuous improvement and learning.
• Foster collaboration within team and across the company.
• Perform other duties as assigned and modified at manager's discretion.
• Travel: 20-30% (in-person QBRs, customer visits, and industry events).

Qualifications

• Bachelor's degree in Business Administration, Communications, Marketing, or related field.
• Minimum of 2-4 years of Account Management, customer success, or expansion-focused sales experience in the SaaS, software, or technology sector.
• Proven track record of driving account expansion, managing renewals successfully, and growing ARR within an assigned customer portfolio.
• Strong ability to build and maintain relationships with C-suite and operational stakeholders, navigate complex organizational structures, and influence strategic business decisions.
• Excellent communication and presentation skills; ability to articulate business value, conduct executive meetings, and lead effective QBRs.
• Proficiency with CRM systems (Salesforce preferred), sales analytics, and business intelligence tools; comfort with data-driven decision making.
• Experience in multifamily, real estate, property management, or PropTech is highly preferred.
• Familiarity with MEDDIC, Sandler, Challenger Sale, or similar sales methodologies is a plus.

Requirements

• Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as diverse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all of society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Benefits

• Health insurance
• Dental and Vision insurance
• Company paid Life/AD&D
• Long-term Disability insurance
• Short-term Disability insurance
• Term Life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Retirement Plan - 2% company match
• EAP
• Remote/Hybrid Opportunities
• Uncapped Discretionary Time off
• Sick Leave
• 14 paid holidays
• One time remote work stipend
• Employee recognition program
• Employee-led Groups (ELG’s)