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

Consumer Discretionary

251-1K (450)

Founded 2011

$18M raised

10 open positions

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Director, Account Management

4 weeks ago

United States

Full-time

Lead

Customer Success Manager

Customer and Technical Support

Salesforce

Apply Now

ChowNow

Hotels, Restaurants & Leisure

251-1K

Founded 2011

$18M raised

View All Jobs 10

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

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