Director, Account Management

Responsibilities

• Own gross and net revenue retention across ChowNow's restaurant base, building a predictable, forecastable retention and expansion engine.
• Lead and develop a team of managers and individual contributors, building coaching, capability, and structure to scale Account Management.
• Build and operationalize renewal motions for annual contracts (proactive outreach, negotiation, uplift) and retention motions for monthly customers (engagement, adoption, downgrade prevention).
• Design and deploy cross-sell and upsell plays mapped to the product suite, including qualification criteria, talk tracks, and rep enablement.
• Build and maintain an account health framework that flags at-risk customers early, triggers save motions, and reduces churn.
• Drive measurable lifts in product adoption and value realization in partnership with Marketing, Product, and Lifecycle teams.
• Run a weekly forecast cadence covering renewals, churn risk, and expansion pipeline; deliver against forecast consistently.
• Surface top systemic drivers of churn and downgrade to the executive team, with prioritized cross-functional remediation roadmap.
• Partner closely with Sales, Marketing, Product, Finance, and Billing on customer lifecycle ownership, expansion handoffs, and retention strategy.
• Deliver a comprehensive Account Management strategy covering NRR, GRR, churn, expansion, and adoption, with quarterly targets and operating plan.

Requirements

• 8+ years in Account Management, Customer Success, or post-sale revenue, with 4+ years directly managing teams (managing managers strongly preferred).
• Proven ownership of NRR and GRR in a SaaS or subscription business, with accountability for expansion (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 that reduced churn.
• Strong forecasting discipline with ability to build and deliver against renewal and expansion forecasts.
• Success driving product adoption and value realization at scale, partnering with Marketing, Product, and Lifecycle teams.
• Data-fluency in retention metrics (NRR, GRR, logo/dollar churn, expansion ARR, adoption, health scoring) and translating them into action.
• Strong cross-functional leadership with Sales, Marketing, Product, Finance, and Billing.
• Excellent executive presence to present strategy, forecasts, and results to senior leadership.
• Customer-obsessed with hospitality mindset, balanced with commercial discipline for 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.

Nice-to-Haves

• Restaurant industry or restaurant technology experience.

Compensation

• Estimated Base Salary: $160,000 - $231,000 (depending on candidate experience and location). 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.