Director, Account Management
New
This is a remote role based in the United States.Full-TimeDirector
Salary160,000 - 231,000 USD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- Data AnalysisSalesforceCross-functional Team LeadershipMS OfficeAccount ManagementCustomer SuccessSaaSGoogle Workspace
Requirements
- 8+ years in Account Management, Customer Success, or post-sale revenue, with 4+ years leading teams; experience managing managers strongly preferred.
- Proven ownership of NRR and GRR in a SaaS or subscription business, with direct accountability for both assisting with expansion (cross-sell/upsell) and churn reduction.
- Experience running renewal motions across multiple contract types — annual (negotiation, uplift, multi-touch cycles) and monthly (retention, engagement, downgrade prevention).
- A track record of building account health scoring, early warning systems, and save playbooks that produced measurable churn reduction.
- Strong forecasting discipline; you can build a renewal and expansion forecast leadership can plan against and deliver against it consistently.
- Demonstrated success driving product adoption and value realization at scale, in partnership with Marketing, Product, and Lifecycle teams.
- Data-fluency expertise in retention metrics (NRR, GRR, logo/dollar churn, expansion ARR, adoption, health scoring) and able to translate them into action.
- Strong cross-functional leadership, especially with Sales, Marketing, Product, Finance, and Billing.
- Excellent executive presence; able to present strategy, forecasts, and results clearly to senior leadership.
- A customer-obsessed with a hospitality mindset, balanced with the commercial discipline to drive predictable revenue outcomes.
- Restaurant industry, restaurant technology or related experience
- Strong proficiency in Salesforce, a CS or AM platform (Gainsight, Catalyst, ChurnZero, or similar), Google Workspace, and MS Office.
Responsibilities
- Owning gross and net revenue retention across ChowNow's restaurant base, building a predictable, forecastable retention and expansion engine that leadership can plan against.
- Leading and developing a team of managers and individual contributors, building the coaching, capability, and structure needed to scale Account Management as ChowNow grows.
- Building and operationalizing the renewal motion for annual contracts (proactive outreach, negotiation, uplift) and the retention motion for monthly customers (engagement, adoption, downgrade prevention).
- Designing and deploying cross-sell and upsell plays mapped to ChowNow's product suite — including qualification criteria, talk tracks, and rep enablement to support expansion opportunities consistently.
- Building and maintaining an account health framework that flags at-risk customers early, triggers consistent save motions, and reduces churn across both annual and monthly populations.
- Driving measurable lifts in product adoption and value realization in partnership with Marketing, Product, and Lifecycle teams.
- Running a weekly forecast cadence covering renewals, churn risk, and expansion pipeline; deliver against forecast with the discipline and accuracy leadership can rely on.
- Surfacing the top systemic drivers of churn and downgrade to the executive team, with a prioritized cross-functional remediation roadmap spanning Product, Onboarding, Pricing, and Support.
- Partnering closely with Sales, Marketing, Product, Finance, and Billing to align on customer lifecycle ownership, expansion handoffs, and retention strategy.
- Delivering a comprehensive Account Management strategy — covering NRR, GRR, churn, expansion, and adoption — with quarterly targets and the operating plan to hit them.
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