What’s the role 

The Account Management Team Lead is responsible for overseeing the entire account management organization and driving customer satisfaction, retention, and revenue growth across the portfolio. This leader sets the strategic direction for account management, ensures operational excellence, and partners closely with Sales, Operations, Pricing and Supply, and leadership to maximize customer value and organizational performance. 

This role is instrumental in shaping account strategy, developing high performing teams, and ensuring the company delivers exceptional customer experience at scale. 

Accountabilities: 

Strategic Leadership  

• Establish and execute the long-term vision for the account management function. Term vision for the account management function 

• Develop scalable account strategies aligned with company growth objectives 

• Drive customer-centric programs that enhance value delivery, retention, and expansion 

• Represent the voice of the customer in executive discussions and strategic planning 

Team Management & Development  

• Lead, mentor, and develop a high performing team of ~9 full-time employees 

• Create performance metrics, compensation plans, and career development pathways 

• Build a culture centered on accountability, collaboration, and customer success 

Customer Relationship & Portfolio Oversight  

• Oversee the health and performance of key accounts, including enterprise and strategic customers and brokers 

• Ensure proactive management of renewals, risk mitigation, and expansion opportunities 

• Serve as an executive sponsor for top-tier customers when needed.  

Revenue Growth & Forecasting  

• Partner with Sales leadership to drive upselling, cross-sell, and long-term account planning 

• Own revenue retention metrics, including churn reduction and portfolio growth 

• Provide accurate forecasting for renewals and expansion within the account base 

Operational Excellence  

• Implement standardized processes, playbooks, and systems for account management 

• Oversee the rollout and optimization of CRM and account health tools.  

• Measure KPIs (renewal rate, NPS, expansion revenue, portfolio health) and provide executive reporting 

• Identify operational gaps and implement improvements for efficiency and scalability. 

Cross Functional Collaboration  

• Work closely with Operations, Pricing, and Support teams to ensure successful service delivery and issue resolution 

• Align account strategies with product roadmaps and service capabilities 

• Drive customer feedback loops to influence product innovation and process improvements 

What you bring  

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer 

• Bachelor’s degree in Business, Management, Communications, or related field. MBA or Advanced Degree is preferred 

• At least 10+ years of experience in account management, customer success, or enterprise client leadership roles including at least 5 years of senior leadership experience   

• Strong track record of driving customer retention, growth, and satisfaction 

• Demonstrated experience managing executive-level client relationships 

• Exceptional communication, and strategic planning skills 

• Experience in technology, telecommunications, SaaS, or enterprise sales environments 

• Familiarity with complex enterprise contracts, SLAs, and large-scale customer programs 

• Experience implementing CRM, account health scoring, or customer lifecycle management tools 

What we offer 

The base salary range for this position is $124,000 - $186,000 per year.  As   pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.  

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents. 

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.  For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays.  Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html. 

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself. 

• Progress as a person as we work on the energy transition together 

• Continuously grow the transferable skills you need to get ahead 

• Work at the forefront of technology, trends, and practices 

• Collaborate with experienced colleagues with unique expertise 

• Achieve your balance in a values-led culture that encourages you to be the best version of yourself 

• Benefit from flexible working hours, and the possibility of remote/mobile working 

• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world. 

• Take advantage of paid parental leave, including for non-birthing parents 

• Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply 

• Grow as you progress through diverse career opportunities in national and international teams 

• Gain access to a wide range of training and development programs 

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.  

Shell in The United States 

Shell has been in the US for more than 100 years, leading the sector in energy, petrochemicals and refined products.  Today, we provide millions of Americans with the energy needed to heat and cool their homes and power the economy.   

We operate in all 50 states, from our Deepwater platforms in the Gulf of America to the Pennsylvania Chemicals complex and our miles of pipelines throughout the US.