Account Director - NYC

Outset; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity

Competitive pay

Job summary

Outset is seeking an Account Director to own relationships with enterprise and mid-market customers, acting as a trusted advisor to maximize value from our platform. You will collaborate with Product, Sales, and Marketing to shape roadmap priorities and expand our footprint within key accounts.

The role requires 5–10+ years in customer success or related fields, with at least 2+ years managing strategic accounts, and a readiness to travel ~25% for events and conferences.

Qualifications

• 5–10+ years in customer success, account management or consulting.
• 2+ years managing strategic/enterprise accounts.
• Willingness to travel 25% of the time for events, visits and conferences.

Responsibilities

• Serve as a strategic partner to executive stakeholders, guiding 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 aligned 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

Consulting

Enterprise accounts

Travel willingness

SaaS experience

Executive presence

Data storytelling

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 Incumbents are outdated, slow, and burdened by high‑cost services.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.

As an Account Director, you’ll own relationships with some of our most strategic enterprise and mid‑market customers. You’ll act as a trusted advisor, ensuring they achieve maximum value from our platform while identifying new opportunities for growth and partnership. You’ll collaborate closely with Product, Sales, and Marketing to influence roadmap priorities and expand our footprint within key accounts.

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.

Benefits

• Daily collaboration with founders, shaping the core product vision.
• Exposure to and collaboration with design and research leaders at top global brands.
• Competitive cash and equity compensation. Actual compensation packages are based on various factors unique to each candidate, including skill set, depth of experience, and certifications.

Outset is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, free from discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected class.