Director of Accounts

Job description

ION is looking for a Director of Accounts to own end-to-end account management and partner success across HIP and Neon Canvas, including retention, expansion, and renewals, service standards, and partner support and onboarding, for a large portfolio of dental and orthodontic practices. If you've led an account function at scale, unified two brands under one operating model, and want a seat where you set the standard instead of following one, we want to talk to you. This is not a day-to-day account management role. The best fit has run an account management or partner success function at a similarly sized agency or recurring-revenue business, owning a book of business across 500+ accounts, and has personally run two brands or service models under one umbrella on a single operating standard. You won't carry a day-to-day book; your Team Leads, Practice Growth Advisors, and Account Managers own those relationships. Your job is to lead the leaders, set the strategy, own the numbers, and keep HIP and Neon Canvas partners staying and growing. As Director of Accounts, you'll lead the account teams across both brands (Practice Growth Advisors at HIP, Account Managers at Neon Canvas) through a Senior and Team Lead ladder, run both under one consistent standard without blending their distinct service models, and own gross and net revenue retention, expansion and renewals, and the efficiency of the function. You'll also own innovation for the seat, making the account teams leaders in AI adoption for risk detection, call prep, and follow-up. You'll report to the COO and sit on the senior leadership team. If you're a leader of leaders who thinks in playbooks, margin, and what's next, this role was built for you. WHAT YOU'LL DO Own gross and net revenue retention across HIP and Neon Canvas, with net revenue retention as your number to move. Own upsell, upgrade, and renewals across both books, including the growth path between the two brands and cross-sell of each brand's services into the other's book. Run both account teams under one pod structure, servicing standards, and scorecards, without blending their distinct service models. Diagnose churn at the portfolio level and fix the pattern behind it, instead of saving accounts one at a time. Own the escalation path and internal response standards, and serve as the final escalation point before the COO or Founders. Own the servicing standard end-to-end (monthly partner calls, logging, follow-up, and outreach to non-responsive partners), backed by playbooks, scorecards, and QA. Lead Partner Support and Onboarding, and shape what it owns so tactical work moves off the account teams, and every new partner starts strong. Own the hiring bar, the ladder (Account Manager, Senior, Team Lead), book-load standards, and variable comp tied to real benchmarks; make the promotion, development, and exit decisions that follow. Partner with Finance on account-team efficiency and how retention connects to margin. Lead AI adoption across the account teams, tools, workflows, and training, and set the standard for safe, high-quality use so speed never comes at the cost of client trust. Run 1:1s with each Team Lead for coaching, scorecard review, and unblocking; personally work the handful of largest or highest-risk partners while the leads own the rest. WHO WE'RE LOOKING FOR You've run an account management or partner success function at a similar-size agency or recurring-revenue business, owning a book across 500-plus accounts, and can hit the ground running from day one. You've personally led account teams across two brands or service models under one umbrella, and can speak to how you built one standard without flattening them into one model. You're a leader of leaders, not just a leader of account managers; you know how to hire, level, coach, and hold Seniors and Team Leads accountable. You think in retention rates, book loads, and scorecards, and you can spot where a portfolio is at risk before it shows up as churn. You're commercially literate; expansion, renewals, payroll-to-billings, and margin aren't foreign concepts; they're how you already think about the function. You're steady in the room with practice owners, leadership, and sales, and you can handle hard conversations or escalations with confidence. You're genuinely AI-forward; you've put real AI workflows in your team's hands, not just followed the trend. You hold your Team Leads to a high bar because you hold yourself to one. WHAT YOU NEED TO HAVE 3+ years as a Director of Accounts, Partner Success, or equivalent at an agency or recurring-revenue business of similar size and scope, managing a book across 500+ accounts. Direct experience running account or success teams across two brands or service models under one umbrella on a single operating standard. 6+ years in account management, client success, or partner success, including 3+ years leading people; dental, orthodontic, or healthcare experience is a plus. 2+ years leading other managers (Seniors or Team Leads), not only individual account managers. A portfolio-level retention track record (GRR and NRR) you can put numbers to, including an expansion, upsell, or renewal number you carried and hit. Experience setting performance benchmarks and running variable compensation against them. Proven change-management ability and experience standardizing two teams. Excellent executive communication and stakeholder management skills. COMPENSATION This role includes base pay plus variable compensation. BENEFITS 401(k) matching Dental Insurance Health Insurance Vision Insurance Life Insurance PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days, and sick/ personal days) Remote position (You MUST be located in the US.) SCHEDULE 8 am- 5 pm CST Monday to Friday