Strategic Enterprise 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 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.