Account Director

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Manage the post-sale relationship and results for designated enterprise accounts and pilot programs.

• Facilitate effective onboarding and implementation in collaboration with Customer Success and Product Specialists.

• Act as an executive sponsor and ensure alignment with senior stakeholders.

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

• Oversee outcome-focused pilots and transition them into multi-location rollouts.

• Collaborate with Enterprise Sales Directors and Product Specialists on onboarding and rollout initiatives.

• Guide clients through essential workflows and accelerate time-to-value.

• Ensure cross-departmental coordination among Product, Support, Engineering, and Sales teams.

• Define and monitor enterprise success metrics and quantifiable outcomes.

• Conduct executive-level business reviews and establish priorities for the upcoming quarter.

• Manage account risks, stakeholder dynamics, escalations, health, usage data, and engagement levels.

• Develop and execute renewal strategies, timelines, close plans, and risk mitigation measures.

• Identify and pursue expansion opportunities from initial discovery through to closing.

• Collaborate with Sales on pricing, terms, and strategic deal planning.

• Maintain accurate CRM (Attio) data and ensure proper renewal and pipeline tracking.

• Share insights from enterprise experiences to enhance Customer Success processes, playbooks, and overall customer experience.

• Create repeatable playbooks, templates, workflows, and materials aimed at customers.

• Provide customer insights beneficial for Product, Engineering, Marketing, and Sales teams.

• Work together with Enterprise Sales on pre-sales transitions and account strategies.

• Team up with Marketing to highlight solution value and assist in acquiring new business.

• Represent Opus at onsite locations and events as necessary.

⛳️ Requirements

• Over 5 years of experience in B2B SaaS Customer Success, Implementation, Strategic Account Management, Enterprise Account Management, or a similar customer-facing position.

• Proven track record of managing relationships with complex, multi-stakeholder enterprise clients.

• Experience in handling renewals, reducing churn risk, and spotting expansion opportunities.

• Background working with multi-unit restaurants, hospitality, retail, fitness, or other frontline-intensive sectors.

• Excellent written communication and strong executive-level verbal skills.

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

• Comfortable collaborating with Sales on account strategy and crafting solutions for intricate deals.

• High proficiency in utilizing AI tools to enhance productivity and decision-making quality.

• Familiarity with CRM and customer engagement platforms like Attio, Intercom, Notion, or similar tools is advantageous.

• Must successfully complete a background check prior to employment.

• Must reside in NY, NJ, PA, FL, NC, IN, TX, or CA.

🏝️ Benefits

• 4 weeks of paid time off.

• 14 weeks of paid parental leave.

• Comprehensive Medical, Dental, and Vision coverage.

• Flexible Spending Account (FSA) and commuter benefits.

• Annual wellness stipend.

• Mobile phone stipend.