Account Director

Outset; New York (NY); On-site; USD 160,000 - 185,000; Full time

Job summary

Outset seeks a seasoned Customer Success leader to serve as a strategic partner to executive stakeholders, guiding customers through adoption, expansion, and long-term success.

You will own commercial health across high-value accounts, driving renewals, upsells, and advocacy, while developing account plans and success frameworks aligned with customer objectives. Partner with Sales to identify revenue expansion opportunities and translate feedback for Product and Engineering.

Qualifications

• 5–10+ years in customer success, account management, or consulting.
• 2+ years managing strategic/enterprise accounts.
• Experience in fast-paced SaaS or Series A/B startups.
• Excellent communication and executive presence.
• Strong analytical skills with data storytelling.
• Ability to travel 25% for events and visits.

Responsibilities

• Guide customers through adoption, expansion, and long-term success.
• Own commercial health across high-value accounts, driving renewals and upsells.
• Develop account plans and success frameworks aligned with objectives.
• Partner with Sales to identify revenue expansion opportunities.
• Translate feedback into input for Product and Engineering.
• Forecast retention and growth metrics and provide visibility into health.

Skills

Customer success

Account management

SaaS startup experience

Executive presence

Data storytelling

Cross-functional collaboration

Travel 25%

Renewals & expansions

Job description

Outset invented a better way to do research: AI-powered user interviews. Global brands like Hubspot, Microsoft, Uber and Nestle use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale. The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services. That's our opportunity. Outset is backed by top Silicon Valley investors and raised a $30M Series B in December 2025—less than six months after our Series A—led by Radical Ventures with participation from M12 (Microsoft’s venture arm), 8VC, Y Combinator, and Adverb Ventures. The raise follows a breakout year, with our business growing 8x as enterprise customers across industries adopt our category, AI‑moderated research, as the new standard for understanding people. We’re a tight-knit team serving some of the world’s largest enterprises.

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.

Qualifications

• 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.

Compensation Range: $160K - $185K