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Director, Account Management

3 months, 3 weeks ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
ChowNow

ChowNow

ChowNow is a leading online ordering platform that supports local restaurants by offering 100% commission-free services. They provide branded mobile apps, Facebook ordering, and web ordering to help restaurants retain customer relationships and maximiz...

Hotels, Restaurants & Leisure
251-1K
Founded 2011
$18M raised
View All Jobs 15

Description

  • Own gross and net revenue retention across the restaurant base and build a predictable retention and expansion engine.
  • Lead and develop a team of managers and individual contributors, including coaching, capability-building, and team structure.
  • Build and operationalize renewal motions for annual contracts and retention motions for monthly customers.
  • Design and deploy cross-sell and upsell plays across the product suite, including qualification criteria, talk tracks, and rep enablement.
  • Build and maintain an account health framework that identifies at-risk customers early and triggers save motions.
  • Drive product adoption and customer value realization in partnership with Marketing, Product, and Lifecycle teams.
  • Run a weekly forecast cadence covering renewals, churn risk, and expansion pipeline.
  • Surface systemic drivers of churn and downgrade to executive leadership and maintain a cross-functional remediation roadmap.
  • Partner with Sales, Marketing, Product, Finance, and Billing on lifecycle ownership, expansion handoffs, and retention strategy.
  • Deliver a comprehensive account management strategy with quarterly targets and an operating plan to achieve them.

Requirements

  • 8+ years of experience in Account Management, Customer Success, or post-sale revenue.
  • 4+ years of team leadership experience; managing managers is strongly preferred.
  • Proven ownership of NRR and GRR in a SaaS or subscription business.
  • Direct accountability for cross-sell, upsell, and churn reduction.
  • Experience running renewal motions across annual and monthly contract types.
  • Track record of building account health scoring, early warning systems, and save playbooks.
  • Strong forecasting discipline and the ability to deliver accurate renewal and expansion forecasts.
  • Experience driving product adoption and value realization at scale with cross-functional partners.
  • Data fluency in retention metrics such as NRR, GRR, logo/dollar churn, expansion ARR, adoption, and health scoring.
  • Strong cross-functional leadership with Sales, Marketing, Product, Finance, and Billing.
  • Excellent executive presence and ability to present strategy, forecasts, and results to senior leadership.
  • Restaurant industry, restaurant technology, or related experience.
  • Strong proficiency in Salesforce, a CS or AM platform such as Gainsight, Catalyst, or ChurnZero, plus Google Workspace and MS Office.

Benefits

  • Estimated base salary of $160,000 to $231,000 depending on experience and location.
  • Eligibility for a performance bonus program with additional variable pay opportunity.
  • Medical, dental, and vision coverage.
  • Mental health coverage and wellness support programs.
  • Unlimited paid vacation.
  • 7 weeks of baby bonding time for new parents and 8 weeks of paid pregnancy leave.
  • 401(k) matching.
  • Student loan assistance or continuing education reimbursement.
  • Employee stock incentive plan.
  • Pet insurance.
  • Ongoing training and growth opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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