Director, Account Management

Job description

**About Us:** ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms. We support **thousands of** **restaurants across North America**, helping process **$1B+ in gross food sales** while saving our partners over **$700M in third-party commission fees**. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash. Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, **Kanika Soni**. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy. **About the Position:** The Director of Account Management leads ChowNow's post-sale revenue engine — owning renewal and retention across our restaurant base, partnering with Sales to drive expansion through cross-sell and upsell, and reactivating churned customers through a structured winback motion. You'll be accountable for the activation and adoption of new products as ChowNow's suite continues to grow, ensuring customers realize value quickly and the revenue follows. This is a transformational role. ChowNow is in an exciting phase of new product launches and an evolving go-to-market motion, and we're looking for a leader who can act as a change agent — building the playbooks, team structure, and operating cadence needed to scale a modern Account Management function. You'll bring the strategic vision to set the direction, the operational rigor to execute against it, and the leadership presence to bring the team and cross-functional partners along with you. Reports to the Vice President of Sales and will oversee the Account Management (Restaurant Success) Team consisting of 4 managers, 1 Team Lead and 25 individual contributors with a portfolio of 16K+ clients. This is a remote role based in the United States. **Please note:** ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages. **WHAT WE LOVE ABOUT YOU:** **You put restaurants first.** You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive. **You celebrate diversity.** You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are. You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts. **You raise your hand.** You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it. **You keep reaching.** You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges. ### Responsibilities Include: - 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. ### You Should Apply If You Have: - 8+ years in Account Management, Customer Success, or post-sale revenue, with 4+ years directly managing 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. ### About Our Benefits: - **Estimated Base Salary:** $160,000 - $231,000 (depending on candidate experience and location) - The salary range listed reflects **base compensation only**. This position is also eligible to participate in the company's performance bonus program, which provides an additional variable pay opportunity based on individual and company performance - Ongoing training and growth opportunities. - A "Best Place to Work" winner multiple times where we focus on creating a great employee experience. - Rock solid medical, dental, and vision plans. - Mental Health Coverage - we offer several programs to support your mental health and wellness goals. - Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life - 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave. - 401(k) Matching - Employer-contributing student loan assistance program or continuing education reimbursement program - Employee Stock Incentive Plan. - Pet insurance for your fur babies - Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly. - Enough freedom to spread your wings while still holding you accountable.