Account Director

Your role:

As an Account Director you will be a key individual contributor within our Customer Success organization responsible for managing a portfolio of high-value Enterprise-level accounts with significant ARR and strategic importance. This role is pivotal in driving long-term customer success revenue growth and strategic alignment between our company and enterprise clients. By combining a consultative approach with deep Global Relay product expertise you will own the strategic direction and delivery for these accounts. This role requires a balance of executive-level relationship-building technical delivery and cross-functional collaboration to navigate complex customer needs and drive outcomes that align with C-suite priorities.

The role requires a consultative approach both externally with the customer to understand their business drivers and needs and internally across our product support and provisioning teams to identify emerging and deeper opportunities for development.

Your responsibilities:

Account Strategy & Relationship Building

• Own the end-to-end success of a portfolio of high-value Enterprise accounts (typically 1020 accounts) developing and executing multi-year success and growth plans aligned with the customers business objectives and our product roadmap.
• Build and maintain direct relationships with C-suite stakeholders (e.g. CIOs CTOs CCOs) and senior-level decision-makers positioning yourself as a trusted advisor to influence strategic decisions
• Serve as the primary escalation point for customer challenges ensuring cross-functional collaboration with Product Enterprise Services Sales and Executive Leadership
• Lead in-person Executive Briefings (EBs) and Executive Business Reviews (EBRs) to align strategic objectives and stakeholders
• Proactively monitor account health across all RAG (Red Amber Green) categories with a focus on mitigating risk and turning high-risk accounts into high-performing long-term partners

Revenue Retention & Growth

• Negotiate and close complex high-ARR renewals (e.g. $3M contracts with customized terms involving RFPs Procurement and approval committees) ensuring alignment with both customer and company objectives.
• Identify and drive cross-sell/up-sell opportunities in partnership with Sales across lines of business aligning with the customer needs and our strategic offerings
• Drive proactive engagement to address churn risks improve satisfaction and reinforce the value of Global Relay solutions through regular business reviews and stakeholder feedback

Internal Advocacy & Cross-Functional Collaboration

• Partner with Product Leadership to ensure customer feedback and strategic needs inform product innovation and roadmap prioritization
• Collaborate with Sales and Marketing to co-create customer success stories case studies and thought leadership that reinforce our value proposition
• Represent the customers interests internally at the highest levels influencing product go-to-market and operational strategies to align with customer needs
• Monitoring project progress by tracking activity; resolving problems; recommending actions

About you:

• 9 years of experiencein enterprise SaaS with a proven track record in customer success account management or enterprise sales
• Demonstrated success in managing high-ARR high-complexity Enterprise accounts (e.g. multi-line of business or regional scope) including experience negotiating and securing high-value renewals and expansion deals
• Strong ability to build trust and influence with senior stakeholders aligning customer strategy with business outcomes and positioning yourself as a strategic partner.
• Proven ability to define and execute multi-year success plans that drive customer satisfaction retention and growth
• Ability to lead cross-functional teams and influence outcomes without formal authority
• Comfortable working on multiple accounts and projects simultaneously balancing strategic planning with day-to-day execution
• Experience using SalesForce or other CRM system is highly desirable