Onboard - Director of Account Management - Internet Management

About Onboard

Onboard by Conservice is a tech-enabled internet management service built for multifamily and single-family rental property owners. We manage the full internet program lifecycle — from ISP contracting through resident enrollment, implementation, and ongoing account management — so property owners can deliver a better resident experience without the operational complexity.

The Role

We're looking for a Director of Account Management to lead our Account pod — the team responsible for retaining and growing relationships across Onboard's post-sale customer base. You'll manage three team leader anchors: the MF Lead (Multifamily AM team), the SFR Lead (Single-Family Rental vertical), and the CST Manager (Community Success/Support) — and be accountable for the people, operating standards, and cross-vertical consistency that allows those three functions to perform as one revenue motion. This is a pure management role. You carry no accounts. The Leads own the work; you own the people, the standards, and the results. The VP of Customer Success owns strategy and the lagging revenue metrics. Your
job is to make the leads excellent, keep the pod operating with consistency and discipline, and ensure problems surface and get resolved without requiring VP-level intervention. The right candidate is a strong people developer who has managed senior ICs or Leads before and knows how
to create accountability without undermining the autonomy that makes experienced practitioners effective. Familiarity with renewal-based revenue motions, health scoring, and the post-sale commercial cycle is essential.

What You'll Own

• Three direct reports and their development: MF Lead, SFR Lead, CST Manager — 1:1s, performance management, goal-setting, and coaching
• Cross-vertical process consistency: standardized account health, EBR cadence, renewal frameworks, and escalation protocols that apply across MF and SFR without flattening vertical-specific nuance
• Account pod operating rhythm: real-time view of account health, renewal pipeline, and escalation status across all three sub-teams; proactive surfacing of risks before they reach the VP
• AI adoption for the Account pod: MF and CST teams adopting skillbots on schedule, shared tooling stack operating cohesively, adoption blockers escalated early

What We're Looking For

• 5+ years in account management or customer success leadership — with at least 2 years managing a team; experience managing Managers, Leads or senior ICs is a strong differentiator
• Demonstrated coaching ability with people who are already good at their jobs — you develop functional anchors, you don't create dependency
• Fluency with B2B renewal motions: health scoring, EBR cadence, expansion identification, rate increase positioning
• Management maturity to operate through influence across multiple teams, not through direct authority over every IC
• Proptech, multifamily, or SFR background preferred
• Possess competency in: Agility, Empathy, Curiosity, Proactive Problem-solving, Tech