[Hiring] Account Director @Opus Training Inc.

Role Description

We are seeking a strategic Enterprise Account Director to own the post-sale relationship and outcomes for our largest accounts, from pilots through onboarding, adoption, renewal, and expansion.

You will serve as the primary strategic partner for a portfolio of high-value enterprise customers, ensuring Opus delivers measurable outcomes at every stage. You'll own high-stakes pilots that convert into multi-location rollouts, partner with Product Specialists, sales and our product team to drive fast time-to-value, and build the executive relationships that drive confident renewals and expansion.

This role is designed for someone who combines enterprise-grade relationship skills with the operational rigor to manage complex, multi-threaded accounts and the commercial instincts to grow accounts over time.

What You'll Own

• Enterprise Relationship & Outcomes
  • Own the overall post-sale relationship and outcomes for assigned Enterprise accounts and pilots.
  • Ensure successful onboarding and implementation in partnership with CS and Product Specialists.
  • Serve as the executive sponsor on the Opus side: build and maintain senior stakeholder alignment, run recurring executive touch points, and drive consensus through change.
  • Build strong relationships with executive sponsors, operational leaders, administrators, managers, and other key stakeholders.
  • Multi-thread across accounts so relationships are resilient and momentum is not dependent on a single point of contact.
• Pilot Execution & Implementation
  • Own outcome-driven, time-bound pilots with clear goals, milestones, stakeholder alignment, and conversion criteria.
  • Partner with Enterprise Sales Directors and Product Specialists on structured onboarding and rollout motions for complex, multi-unit enterprise customers.
  • Guide customers through core workflows so Opus becomes part of how their teams operate, not just another tool they signed up for.
  • Own the follow-through across Product, Support, Engineering, and Sales so we deliver on the big customer promises.
• Success Planning, Health & Risk
  • Define and track Enterprise success criteria, translating customer goals into measurable outcomes.
  • Lead executive-ready, forward looking business reviews (e.g., SBRs) to discuss progress, share opportunities, align on health, outcomes, and roadmap, and set next-quarter priorities.
  • Proactively manage risk and complex stakeholder dynamics across large, multi-threaded accounts; surface issues early and lead escalations to resolution.
  • Monitor account health, usage data, stakeholder engagement, manager participation, and program outcomes to stay ahead of risk.
  • Turn customer signals into a clear point of view, action plan, and communication strategy.
• Renewal & Expansion
  • Own renewal strategy and execution for Enterprise accounts: manage the timeline, mutual close plan, stakeholder mapping, and risk mitigation to ensure on-time renewals.
  • Own expansion strategy and execution: identify, qualify, and drive growth opportunities (additional locations, products, seats/usage) from discovery through close.
  • Partner with Sales as needed on pricing, terms, and strategic deal strategy; represent the post-sale plan and account strategy in commercial conversations.
  • Own CRM (Attio) hygiene: maintain accurate renewal health, pipeline, close dates, and next steps; communicate changes early.
• Broader Business Impact
  • Share Enterprise learnings and best practices to improve CS process, playbooks, and customer experience.
  • Help build the playbooks, templates, workflows, and customer-facing materials that make our enterprise motion repeatable.
  • Surface customer insights and feedback that improve customer outcomes and inform Product, Engineering, Marketing, and Sales priorities.
  • Collaborate with Enterprise Sales to align on pre-sales handoffs, account strategies, and customer context.
  • Collaborate with Marketing to showcase the value of our solutions and support new business opportunities.
  • Represent Opus onsite and/or at events to support broader company initiatives as needed.

Qualifications

• 5+ years in B2B SaaS Customer Success, Implementation, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role.
• Experience owning relationships with complex, multi-stakeholder enterprise customers.
• Experience managing renewals, mitigating churn risk, and identifying expansion opportunities.
• Experience working with multi-unit restaurant, hospitality, retail, fitness, or other frontline-heavy organizations.
• Strong written communication and executive-level verbal communication skills.
• Highly organized, detail-oriented, collaborative, and comfortable managing multiple high-value accounts at once.
• Comfortable partnering with Sales on account strategy and solutioning for complex deals.
• High proficiency using AI tools to improve productivity and decision quality.
• Familiarity with CRM and customer engagement platforms such as Attio, Intercom, Notion, or similar tools is a plus.

Benefits

• 4 weeks paid time off
• 14 weeks paid parental leave
• Full Medical, Dental, and Vision
• FSA and Commuter benefits
• Yearly wellness stipend
• Mobile phone stipend

Company Description

You'll have the opportunity to make a significant impact on a growing business that's transforming how the service industry develops their most valuable asset – their people. Your work will directly influence how effectively we communicate our value to the market and how successfully we grow our customer base.