Overview Location: Charlotte, NC (hybrid), Asheville, NC (hybrid), Cleveland, OH (hybrid), or Remote. Reports to: CEO.About Serve FreightServe Freight is a US-based freight broker focused on complex, time-sensitive, coordination-heavy freight. We move project cargo, transactional truckload, and construction freight for customers who need a single accountable owner from quote to POD. We are growing fast, profitable, and building the operating systems behind the next phase of scale.The role The Director of Accounts will lead both account managers and the account executives. You are comfortable being the one on the phone with a customer, not just the one reviewing the pipeline. You hold both teams accountable: AEs on new business, AMs on retention and growth, and you make sure every account has a clear owner from first quote through renewal.This is a player-coach seat with teeth. You coach from data, not narrative, and you step in personally on an account when it needs someone with more weight in the room.You report directly to the CEO.What you'll own Commercial team leadership (direct) Own the full commercial team: account managers and account executives both report to youOwn new customer acquisition across the AE pipeline and gross revenue retention and expansion across the AM bookSet the standard for account ownership: every account has a named owner, a documented status in HubSpot, and a next step, no exceptionsMentor and develop both teams. Build the next generation of AE and AM talent at Serve FreightRun weekly 1:1s with every AE and every AM. Coach from data, not narrativeCoordinate with overseas brokers running their own books. Build trust and shared standards across a distributed teamSales and pipeline discipline Build and maintain KPIs and scorecards covering pipeline health, activity, win rate, sales cycle, average deal size, retention, and expansionRun pipeline hygiene reviews. Make sure deals are properly staged, close dates are accurate, and stalled opportunities are caught earlyOwn the forecasting cadence. Build the weekly, monthly, and quarterly forecast process the team uses to commit numbers to JohnStructure deal reviews. Set the cadence, the format, and the questions that get askedAccount handoffs and coverage Own the handoff from AE to AM so no account goes unmanaged in the transitionBuild a coverage model so no customer feels a gap when an AE or AM is out or transitions off the accountResolve service escalations before they become churn riskCustomer retention and expansion Run QBRs with the top customersIdentify cross-sell and upsell opportunities across the AM book and the AE pipelineConvert spot freight into contracted lanes where possibleProcess and tooling Build SOPs covering onboarding, daily operations, escalation, handoffs, and QBRs for both AEs and AMsStand up scorecards with metrics and SLAs tied to new business, retention, expansion, response time, and marginPartner with BizOps on margin per load and cost per load methodology rollout to the commercial teamPartner with HubSpot administration on CRM hygiene, pipeline stage discipline, and forecasting reportsCross-functional collaboration Partner with operations to ensure SLA commitments are met on every loadCoordinate with finance on customer billing, AR, and credit termsContribute to FY26 OKR delivery on commercial growth and gross margin protectionWhat great looks like at 12 months No account goes unquoted or unmanaged. Every account has a named owner and a documented status in HubSpotCommercial pipeline is clean, forecastable, and the team trusts the data they're reporting onForecasting accuracy within 10% on a 30-day rolling basisAE and AM SOPs, scorecards, and coverage model documented and in useTop 20 customers in QBR cadenceTeam headcount has grown and you've hired and developed at least one new AE or AMNew customer growth and account retention both hit plan, not one at the expense of the otherRequired experience 5+ years in freight brokerage or 3PL, spanning both new business development and account managementTrack record of personally closing new business and personally growing a retained book of named accounts with quantified gross margin growth, not just one or the otherPricing experience in brokerage (lane pricing, bids, spot vs. contracted, margin protection)Demonstrated ability to lead and hold accountable a sales team and an account management team at the same timeExperience writing SOPs, building scorecards, and standing up operational processesComfortable building KPIs, dashboards, and forecasting cadenceComfortable carrying your own accounts while managing a teamTMS experience (Turvo a plus), HubSpot familiarity a plusPreferred experience Experience leading distributed or remote teammatesConstruction, foodservice, or industrial verticalsExperience turning around accounts that were under-serviced or falling through the cracksWho this role is for An operator who can close new business and protect existing revenue, and knows those are different jobsSomeone who will personally get on the phone with a customer when the account needs it, not just review the data on itDirect, decisive, and comfortable holding customers, carriers, AMs, and AEs to the standardA builder who sees an account falling through the cracks and closes the gap without being askedSomeone who wants to own the full commercial function at a growing company, not just their piece of itCompensation Competitive base, variable tied to new business, retention, and forecasting discipline. Details to be discussed during interviews.#J-18808-Ljbffr