Client Director – Strategic Accounts

📋 Description

• Serve as the primary owner of a portfolio of key enterprise accounts, developing multi-faceted relationships from everyday users to C-suite executives, while being accountable for retention, overall health, and long-term partnership development.

• Facilitate value realization for the customer by collaboratively defining success metrics, promoting the adoption of the complete Complexio platform (Event Knowledge Graph, Context Broker, Stevie, Enterprise Automator) based on specific use cases, and ensuring a customer-signed value narrative is updated every QBR.

• Manage account health and ensure timely renewals by monitoring leading indicators, implementing structured recovery plans for at-risk accounts, and treating each renewal as earned through delivered outcomes.

• Oversee account revenue encompassing renewals, upsells, and cross-sells, being accountable for retained ARR and Net Revenue Retention; proficient in managing renewal and expansion cycles from start to finish, including procurement, legal, and contracting processes.

• Act as a technical liaison between the customer and Complexio Product/Engineering, engaging in credible discussions regarding architecture, integration, and security with customer CTOs and IT teams, while translating operational requirements into structured Product input.

• Represent the voice of the customer within Complexio by providing prioritized, actionable feedback to Product Management regarding effective practices, friction points, and missing elements.

• Lead high-level executive engagement with C-suite representatives, independently representing Complexio, accompanying Co-CEOs in strategic meetings, and coordinating internal teams (Solution Engineering, Delivery, Product, Support) around unified account priorities.

⛳️ Requirements

• Over 7 years of experience in a senior post-sale position — such as Customer Success, Account Management, Client Partner, or a similar role — managing strategic enterprise accounts in B2B SaaS or enterprise software, with a proven record of enhancing Net Revenue Retention through documented value delivery.

• Possess executive presence and commercial acumen, being credible at the C-suite level (either alongside or in lieu of Co-CEO leadership), and capable of running renewal and expansion cycles independently, including procurement and contracting aspects.

• Technically proficient without being an engineer, able to bridge communication between customers and Complexio Product/Engineering, engage in credible discussions about architecture and security, and convert operational needs into structured Product input.

• Highly organized and proactive, demonstrating the discipline to manage multiple complex accounts concurrently, remaining composed under pressure, and thriving in scale-up environments.

• Preferred qualifications include background in maritime, shipping, energy, or industrial sectors; experience with AI, data platforms, or knowledge graphs; managing enterprise accounts with ACVs ranging from $500k to $5M+; and the ability to take on a hunter role when necessary.

🏝️ Benefits

• Senior individual contributor position offering strategic influence over Complexio's most critical customer relationships; competitive base salary plus a performance component linked to retention, value realization, and expansion outcomes; direct access to the Co-CEO and senior leadership team, along with the chance to shape Complexio's customer success frameworks as the company expands.