Account Director

ABOUT THE ROLE

We are seeking a strategic Enterprise Account Director to own the post-sale relationship and outcomes for our largest accounts, from pilots through onboarding, adoption, renewal, and expansion.

You will serve as the primary strategic partner for a portfolio of high-value enterprise customers, ensuring the company delivers measurable outcomes at every stage. You'll own high-stakes pilots that convert into multi-location rollouts, partner with Product Specialists, sales and our product team to drive fast time-to-value, and build the executive relationships that drive confident renewals and expansion.

This role is designed for someone who combines enterprise-grade relationship skills with the operational rigor to manage complex, multi-threaded accounts and the commercial instincts to grow accounts over time.

WHAT YOU'LL OWN

Enterprise Relationship & Outcomes

• Own the overall post-sale relationship and outcomes for assigned Enterprise accounts and pilots.

• Ensure successful onboarding and implementation in partnership with CS and Product Specialists.

• Serve as the executive sponsor on the company side: build and maintain senior stakeholder alignment, run recurring executive touch points, and drive consensus through change.

• Build strong relationships with executive sponsors, operational leaders, administrators, managers, and other key stakeholders.

• Multi-thread across accounts so relationships are resilient and momentum is not dependent on a single point of contact.

Pilot Execution & Implementation

• Own outcome-driven, time-bound pilots with clear goals, milestones, stakeholder alignment, and conversion criteria.

• Partner with Enterprise Sales Directors and Product Specialists on structured onboarding and rollout motions for complex, multi-unit enterprise customers.

• Guide customers through core workflows so the company becomes part of how their teams operate, not just another tool they signed up for.

• Own the follow-through across Product, Support, Engineering, and Sales so we deliver on the big customer promises.

Success Planning, Health & Risk

• Define and track Enterprise success criteria, translating customer goals into measurable outcomes.

• Lead executive-ready, forward looking business reviews (e.g., SBRs) to discuss progress, share opportunities, align on health, outcomes, and roadmap, and set next-quarter priorities.

• Proactively manage risk and complex stakeholder dynamics across large, multi-threaded accounts; surface issues early and lead escalations to resolution.

• Monitor account health, usage data, stakeholder engagement, manager participation, and program outcomes to stay ahead of risk.

• Turn customer signals into a clear point of view, action plan, and communication strategy.

Renewal & Expansion

• Own renewal strategy and execution for Enterprise accounts: manage the timeline, mutual close plan, stakeholder mapping, and risk mitigation to ensure on-time renewals.

• Own expansion strategy and execution: identify, qualify, and drive growth opportunities (additional locations, products, seats/usage) from discovery through close.

• Partner with Sales as needed on pricing, terms, and strategic deal strategy; represent the post-sale plan and account strategy in commercial conversations.

• Own CRM (Attio) hygiene: maintain accurate renewal health, pipeline, close dates, and next steps; communicate changes early.

Broader Business Impact

• Share Enterprise learnings and best practices to improve CS process, playbooks, and customer experience.

• Help build the playbooks, templates, workflows, and customer-facing materials that make our enterprise motion repeatable.

• Surface customer insights and feedback that improve customer outcomes and inform Product, Engineering, Marketing, and Sales priorities.

• Collaborate with Enterprise Sales to align on pre-sales handoffs, account strategies, and customer context.

• Collaborate with Marketing to showcase the value of our solutions and support new business opportunities.

• Represent the company onsite and/or at events to support broader company initiatives as needed.

WHO YOU ARE

• Strategic and customer-first — you build trust quickly, understand complex customer goals, and know how to turn ambiguity into clear guidance.

• Executive-ready — you are comfortable leading conversations with senior stakeholders and communicating value in a way that is concise, credible, and outcome-oriented.

• Operationally rigorous — you can manage complex implementations, competing priorities, timelines, data, and details without losing sight of the bigger picture.

• Proactive and outcomes-driven — you anticipate risk, identify opportunities early, and take ownership through resolution.

• Collaborative — you work effectively across CS, Sales, Product, Support, Engineering, and Marketing to solve problems and improve the customer experience.

• AI-native — you're comfortable working in a fast-moving environment and use AI tools as a natural part of how you work.

WHAT SUCCESS LOOKS LIKE

• Enterprise pilots consistently convert to full rollout.

• Customers reach faster time-to-value through structured onboarding and clear success planning, in partnership with CS leadership and Product Specialists.

• Enterprise accounts show strong adoption, engagement, and stakeholder alignment.

• Renewal risks are identified early and managed proactively; renewals close on time.

• Expansion opportunities are identified, qualified, and advanced from discovery through close.

• the company has stronger playbooks, templates, and processes for managing enterprise customers at scale.

QUALIFICATIONS

• 5+ years in B2B SaaS Customer Success, Implementation, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role.

• Experience owning relationships with complex, multi-stakeholder enterprise customers.

• Experience managing renewals, mitigating churn risk, and identifying expansion opportunities.

• Experience working with multi-unit restaurant, hospitality, retail, fitness, or other frontline-heavy organizations.

• Strong written communication and executive-level verbal communication skills.

• Highly organized, detail-oriented, collaborative, and comfortable managing multiple high-value accounts at once.

• Comfortable partnering with Sales on account strategy and solutioning for complex deals.

• High proficiency using AI tools to improve productivity and decision quality.

• Familiarity with CRM and customer engagement platforms such as Attio, Intercom, Notion, or similar tools is a plus.

WHY JOIN the company

You'll have the opportunity to make a significant impact on a growing business that's transforming how the service industry develop their most valuable asset – their people. Your work will directly influence how effectively we communicate our value to the market and how successfully we grow our customer base.

Location

• Remote, but must be based in the following states: NY, NJ, PA, FL, NC, IN, TX, CA)

Perks

• 4 weeks paid time off

• 14 weeks paid parental

• Full Medical, Dental, and Vision

• FSA and Commuter benefits

• Yearly wellness stipend

• Mobile phone stipend

*Background Check Requirement: As part of our commitment to SOC 2 compliance, all final candidates will be required to successfully complete a background check prior to employment