Account Director

Jobtailor; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

Jobtailor is seeking a senior Customer Success professional in New York to partner with executives, guide adoption, drive expansion, and ensure long-term success across a portfolio of high-value accounts.

You will own renewals and upsells, develop account plans and success frameworks, translate customer feedback to Product and Engineering, and collaborate with Sales to close expansion opportunities.

Qualifications

• 5–10+ years in customer success, account management, or consulting.
• 2+ years managing strategic/enterprise accounts.
• Travel up to 25% for events, visits, and conferences.
• Proven renewals and expansion success across accounts.
• Experience in fast-paced SaaS or Series A/B startups.
• Excellent communication and executive presence.
• Strong analytics with data storytelling ability.
• Ability to work cross-functionally in ambiguity.
• A proactive, ownership-driven mindset balancing strategy and hands-on work.

Responsibilities

• Serve as a strategic partner to executive stakeholders, guiding customers through adoption, expansion, and long-term success.
• Own commercial health across a portfolio of high-value accounts, driving renewals, upsells, and advocacy.
• Develop account plans and success frameworks that align with customer business objectives.
• Partner with Sales to identify and close revenue expansion opportunities within existing accounts.
• Translate customer feedback into actionable input for Product and Engineering.
• Forecast retention and growth metrics, providing visibility into customer health and pipeline.

Skills

Customer success

Account management

Executive communication

Strategic planning

Data storytelling

Cross-functional collaboration

Renewals & upsells

Job description

Responsibilities

• Serve as a strategic partner to executive stakeholders, guiding customers through adoption, expansion, and long-term success.
• Own commercial health across a portfolio of high-value accounts, driving renewals, upsells, and advocacy.
• Develop account plans and success frameworks that align with customer business objectives.
• Partner with Sales to identify and close revenue expansion opportunities within existing accounts.
• Translate customer feedback into actionable input for Product and Engineering.
• Forecast retention and growth metrics, providing visibility into customer health and pipeline.

Requirements

• 5–10+ years of customer success, account management, or consulting experience, with 2+ years managing strategic/enterprise accounts.
• Ability to travel 25% of the time for customer events, customer visits, and conferences.
• Proven success in driving renewals, expansions, and multi-threaded stakeholder relationships.
• Experience in a fast-paced SaaS or Series A/B startup environment.
• Exceptional communication, executive presence, and relationship-building skills.
• Strong analytical mindset with ability to tell a story with data.
• Ability to work cross-functionally and thrive in ambiguity.
• A proactive, ownership-driven mindset—comfortable balancing strategic and hands-on work.