Director, Account Management

📋 Description

• Own revenue retention across ChowNow's restaurant base.
• Lead and develop a team of managers and ICs to scale Account Management.
• Design renewal motions for annual contracts and monthly retention.
• Build cross-sell and upsell plays across the product suite.
• Build an account health framework to flag at‑risk customers and reduce churn.
• Drive product adoption and value realization with Marketing, Product, and Lifecycle teams.

🎯 Requirements

• 8+ years in Account Management/Customer Success, with 4+ years leading teams.
• Proven ownership of NRR and GRR in a SaaS or subscription business, with expansion and churn reduction.
• Experience running renewal motions across annual and monthly contracts.
• Track record of building account health scoring and save playbooks to reduce churn.
• Strong forecasting discipline; able to deliver renewal and expansion forecasts.
• Data fluency in retention metrics (NRR, GRR, churn, expansion ARR) and translating them into actions.

🎁 Benefits

• Ongoing training and growth opportunities
• Medical, dental, and vision plans
• Mental Health Coverage
• Unlimited Paid Vacation
• 401(k) Matching
• Employee Stock Incentive Plan