chownow - Director, Account Management
Requirements
• 8+ years in Account Management, Customer Success, or post-sale revenue, with 4+ years leading teams; experience managing managers strongly preferred. • Proven ownership of NRR and GRR in a SaaS or subscription business, with direct accountability for both assisting with expansion (cross-sell/upsell) and churn reduction. • Experience running renewal motions across multiple contract types — annual (negotiation, uplift, multi-touch cycles) and monthly (retention, engagement, downgrade prevention). • A track record of building account health scoring, early warning systems, and save playbooks that produced measurable churn reduction. • Strong forecasting discipline; you can build a renewal and expansion forecast leadership can plan against and deliver against it consistently. • Demonstrated success driving product adoption and value realization at scale, in partnership with Marketing, Product, and Lifecycle teams. • Data-fluency expertise in retention metrics (NRR, GRR, logo/dollar churn, expansion ARR, adoption, health scoring) and able to translate them into action. • Strong cross-functional leadership, especially with Sales, Marketing, Product, Finance, and Billing. • Excellent executive presence; able to present strategy, forecasts, and results clearly to senior leadership. • A customer-obsessed with a hospitality mindset, balanced with the commercial discipline to drive predictable revenue outcomes. • Restaurant industry, restaurant technology or related experience • Strong proficiency in Salesforce, a CS or AM platform (Gainsight, Catalyst, ChurnZero, or similar), Google Workspace, and MS Office.
Responsibilities
• Owning gross and net revenue retention across ChowNow's restaurant base, building a predictable, forecastable retention and expansion engine that leadership can plan against. • Leading and developing a team of managers and individual contributors, building the coaching, capability, and structure needed to scale Account Management as ChowNow grows. • Building and operationalizing the renewal motion for annual contracts (proactive outreach, negotiation, uplift) and the retention motion for monthly customers (engagement, adoption, downgrade prevention). • Designing and deploying cross-sell and upsell plays mapped to ChowNow's product suite — including qualification criteria, talk tracks, and rep enablement to support expansion opportunities consistently. • Building and maintaining an account health framework that flags at-risk customers early, triggers consistent save motions, and reduces churn across both annual and monthly populations. • Driving measurable lifts in product adoption and value realization in partnership with Marketing, Product, and Lifecycle teams. • Running a weekly forecast cadence covering renewals, churn risk, and expansion pipeline; deliver against forecast with the discipline and accuracy leadership can rely on. • Surfacing the top systemic drivers of churn and downgrade to the executive team, with a prioritized cross-functional remediation roadmap spanning Product, Onboarding, Pricing, and Support. • Partnering closely with Sales, Marketing, Product, Finance, and Billing to align on customer lifecycle ownership, expansion handoffs, and retention strategy. • Delivering a comprehensive Account Management strategy — covering NRR, GRR, churn, expansion, and adoption — with quarterly targets and the operating plan to hit them.
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