Account Director

Job description

## About the Role We are seeking a strategic Enterprise Account Director to own the post-sale relationship and outcomes for our largest accounts, from pilots through onboarding, adoption, renewal, and expansion. You will serve as the primary strategic partner for a portfolio of high-value enterprise customers, ensuring Opus delivers measurable outcomes at every stage. You'll own high-stakes pilots that convert into multi-location rollouts, partner with Product Specialists, sales and our product team to drive fast time-to-value, and build the executive relationships that drive confident renewals and expansion. This role is designed for someone who combines enterprise-grade relationship skills with the operational rigor to manage complex, multi-threaded accounts and the commercial instincts to grow accounts over time. ## What You'll Own **Enterprise Relationship & Outcomes** - Own the overall post-sale relationship and outcomes for assigned Enterprise accounts and pilots. - Ensure successful onboarding and implementation in partnership with CS and Product Specialists. - Serve as the executive sponsor on the Opus side: build and maintain senior stakeholder alignment, run recurring executive touch points, and drive consensus through change. - Build strong relationships with executive sponsors, operational leaders, administrators, managers, and other key stakeholders. - Multi-thread across accounts so relationships are resilient and momentum is not dependent on a single point of contact. **Pilot Execution & Implementation** - Own outcome-driven, time-bound pilots with clear goals, milestones, stakeholder alignment, and conversion criteria. - Partner with Enterprise Sales Directors and Product Specialists on structured onboarding and rollout motions for complex, multi-unit enterprise customers. - Guide customers through core workflows so Opus becomes part of how their teams operate, not just another tool they signed up for. - Own the follow-through across Product, Support, Engineering, and Sales so we deliver on the big customer promises. **Success Planning, Health & Risk** - Define and track Enterprise success criteria, translating customer goals into measurable outcomes. - Lead executive-ready, forward looking business reviews (e.g., SBRs) to discuss progress, share opportunities, align on health, outcomes, and roadmap, and set next-quarter priorities. - Proactively manage risk and complex stakeholder dynamics across large, multi-threaded accounts; surface issues early and lead escalations to resolution. - Monitor account health, usage data, stakeholder engagement, manager participation, and program outcomes to stay ahead of risk. - Turn customer signals into a clear point of view, action plan, and communication strategy. **Renewal & Expansion** - Own renewal strategy and execution for Enterprise accounts: manage the timeline, mutual close plan, stakeholder mapping, and risk mitigation to ensure on-time renewals. - Own expansion strategy and execution: identify, qualify, and drive growth opportunities (additional locations, products, seats/usage) from discovery through close. - Partner with Sales as needed on pricing, terms, and strategic deal strategy; represent the post-sale plan and account strategy in commercial conversations. - Own CRM (Attio) hygiene: maintain accurate renewal health, pipeline, close dates, and next steps; communicate changes early. **Broader Business Impact** - Share Enterprise learnings and best practices to improve CS process, playbooks, and customer experience. - Help build the playbooks, templates, workflows, and customer-facing materials that make our enterprise motion repeatable. - Surface customer insights and feedback that improve customer outcomes and inform Product, Engineering, Marketing, and Sales priorities. - Collaborate with Enterprise Sales to align on pre-sales handoffs, account strategies, and customer context. - Collaborate with Marketing to showcase the value of our solutions and support new business opportunities. - Represent Opus onsite and/or at events to support broader company initiatives as needed. ## Who You Are - **Strategic and customer-first** — you build trust quickly, understand complex customer goals, and know how to turn ambiguity into clear guidance. - **Executive-ready** — you are comfortable leading conversations with senior stakeholders and communicating value in a way that is concise, credible, and outcome-oriented. - **Operationally rigorous** — you can manage complex implementations, competing priorities, timelines, data, and details without losing sight of the bigger picture. - **Proactive and outcomes-driven** — you anticipate risk, identify opportunities early, and take ownership through resolution. - **Collaborative** — you work effectively across CS, Sales, Product, Support, Engineering, and Marketing to solve problems and improve the customer experience. - **AI-native** — you're comfortable working in a fast-moving environment and use AI tools as a natural part of how you work. ## What Success Looks Like - Enterprise pilots consistently convert to full rollout. - Customers reach faster time-to-value through structured onboarding and clear success planning, in partnership with CS leadership and Product Specialists. - Enterprise accounts show strong adoption, engagement, and stakeholder alignment. - Renewal risks are identified early and managed proactively; renewals close on time. - Expansion opportunities are identified, qualified, and advanced from discovery through close. - Opus has stronger playbooks, templates, and processes for managing enterprise customers at scale. ## Qualifications - 5+ years in B2B SaaS Customer Success, Implementation, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role. - Experience owning relationships with complex, multi-stakeholder enterprise customers. - Experience managing renewals, mitigating churn risk, and identifying expansion opportunities. - Experience working with multi-unit restaurant, hospitality, retail, fitness, or other frontline-heavy organizations. - Strong written communication and executive-level verbal communication skills. - Highly organized, detail-oriented, collaborative, and comfortable managing multiple high-value accounts at once. - Comfortable partnering with Sales on account strategy and solutioning for complex deals. - High proficiency using AI tools to improve productivity and decision quality. - Familiarity with CRM and customer engagement platforms such as Attio, Intercom, Notion, or similar tools is a plus. ## Why Join Opus Training You'll have the opportunity to make a significant impact on a growing business that's transforming how the service industry develop their most valuable asset – their people. Your work will directly influence how effectively we communicate our value to the market and how successfully we grow our customer base. **Location** - Remote, but must be based in the following states: **NY, NJ, PA, FL, NC, IN, TX, CA)** **Perks** - 4 weeks paid time off - 14 weeks paid parental - Full Medical, Dental, and Vision - FSA and Commuter benefits - Yearly wellness stipend - Mobile phone stipend **\*Background Check Requirement:** As part of our commitment to SOC 2 compliance, all final candidates will be required to successfully complete a background check prior to employment