Director of Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee gross and net revenue retention for HIP and Neon Canvas.

• Manage upselling, upgrading, and renewals across both portfolios, including cross-selling between the brands.

• Operate both account teams under a unified pod structure, maintaining service standards and scorecards while ensuring distinct service models.

• Analyze portfolio-level churn patterns and identify root causes for improvement.

• Establish escalation paths and internal response standards, serving as the final escalation point prior to the COO or Founders.

• Manage end-to-end service standards, which include monthly partner calls, documentation, follow-up, and outreach to unresponsive partners.

• Direct Partner Support and Onboarding while delegating tactical tasks away from account teams.

• Set hiring standards, career development paths, book-load criteria, and variable compensation benchmarks.

• Make decisions regarding promotions, professional development, and exits.

• Collaborate with Finance to assess account-team efficiency and retention-to-margin relationships.

• Spearhead AI integration within account teams, focusing on tools, workflows, training, risk management, call preparation, and follow-up.

• Conduct one-on-one meetings with Team Leads for coaching, scorecard evaluations, and removing obstacles.

• Personally manage the largest or highest-risk partners while Team Leads handle other accounts.

• Report directly to the COO and participate in the senior leadership team.

⛳️ Requirements

• Minimum of 3 years as a Director of Accounts, Partner Success, or a comparable role in an agency or recurring-revenue business of similar size and scope, managing a portfolio of over 500 accounts.

• Direct experience managing account or success teams across two brands or service models under a single operational standard.

• At least 6 years in account management, client success, or partner success, including over 3 years in leadership positions.

• A minimum of 2 years leading other managers (Seniors or Team Leads), not just individual account managers.

• Experience in the dental, orthodontic, or healthcare sectors is advantageous.

• Proven track record of portfolio-level retention (GRR and NRR) with quantifiable results in expansion, upselling, or renewals.

• Experience in establishing performance benchmarks and managing variable compensation based on them.

• Demonstrated ability in change management and experience in standardizing processes across two teams.

• Exceptional executive communication and stakeholder management skills.

• Must reside in the US.

• Availability to work from 8 am to 5 pm CST, Monday to Friday.

🏝️ Benefits

• Variable compensation.

• 401(k) matching.

• Dental Insurance.

• Health Insurance.

• Vision Insurance.

• Life Insurance.

• PTO eligibility after 90 days of employment.

• 10 vacation days in the first year of service.

• Unlimited PTO starting in the second year.

• Flexible partial days.

• Sick and personal days.

• Remote work position.