Director of account management

Company: Lula Commerce

Location: Remote

Department: Customer Success / Account Management

Reports To: Head of Customer Success

Travel: 1-2 weeks per month

About Lula Commerce

Lula Commerce is transforming everyday retail through the first digital commerce suite built specifically for convenience stores and retailers. As a leading provider of digital commerce solutions for the convenience retail industry, Lula Commerce empowers stores to modernize their operations and unlock new revenue streams. Our all-in-one platform combines inventory management, customer engagement, and business intelligence tools to help retailers streamline operations and drive growth. Today, Lula Commerce powers over 2,000+ retail locations nationwide, connecting them to major marketplaces like DoorDash, Uber Eats, and Grubhub while enabling their own first-party e-commerce channels.

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Role Overview

Lula Commerce is seeking an experienced and strategic Director of Account Management to lead our growing account management organization. This role will oversee a team of 4–6 account managers responsible for maintaining and expanding relationships with key customer accounts. The Director will serve as both a player-coach—driving account growth strategy while directly engaging with top-tier clients to ensure long-term satisfaction, retention, and success.

Key Responsibilities

• Lead, coach, and develop a high-performing team of 4–6 account managers to deliver exceptional client outcomes and revenue growth.
• Serve as the executive point of contact for key customer accounts, fostering strong relationships with decision-makers and stakeholders.
• Execute against KPIs and performance goals for the Account Management team, including retention, expansion, and satisfaction metrics.
• Partner cross-functionally with Sales, Product, and Finance s to align account strategy with business objectives and customer needs.
• Drive customer renewals and upsell initiatives, ensuring accounts realize the full value of Lula Commerce’s solutions and strong NRR growth.
• Implement best practices, tools, and processes to scale account management operations and enhance client experience.
• Lead quarterly business reviews (QBRs) and strategic planning sessions with major clients.
• Analyze account performance data to identify risks, opportunities, and trends across the portfolio.
• Represent the voice of the customer internally to inform product roadmap and service improvements.
• Report regularly to leadership on team performance, pipeline health, and customer satisfaction.
• Travel to meet key accounts and support activation of new product features.
  
  

Qualifications

• 7+ years of experience in account management, customer success, or client services, preferably in e-commerce, SaaS, or retail technology.
• 3+ years of people management experience, leading high-performing teams.
• Experience in the convenience store space.
• Proven track record of managing strategic enterprise or mid-market client relationships
• Strong leadership, communication, and interpersonal skills; able to influence across functions and at executive levels.
• Data-driven mindset with experience using CRM tools ( HubSpot, etc.) and analytics platforms.
• Ability to balance strategic planning with hands-on client engagement.
• Excellent problem-solving, negotiation, and presentation skills.
• Experience working with and managing off-shore team members
• Comfortable excelling as a fully remote team member
  
  

Why Join Lula Commerce

• Massive Market Opportunity: Help capture share of an $890B market that's just beginning digital transformation
• Proven Traction: Join a company with strong product-market fit, serving over 2,000 locations.
• Impact: Your work will directly help retailers compete and thrive in the digital age
• Culture: Work with a team of proven leaders from Uber Eats, Otter, Casey's, Amazon, Comcast, and other industry leaders
  
  

Compensation & Benefits

• Competitive salary
• Meaningful equity participation
• Flexible remote work environment
• Access to the latest tech tools and stack
  
  

Ready to help transform the digital backbone of retail?

If you’re excited about joining Lula Commerce, please reach out: [email protected]

Lula Commerce is an equal opportunity employer committed to building a diverse and inclusive team.