Job Description

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.

For more information, visit

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: careers@lulacommerce.com

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

Job Tags

Full time, Remote work, Flexible hours,

Similar Jobs