Account Director

About the Role 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. Who You Are Strategic and customer-first — you build trust quickly, understand complex customer goals, and know how to turn ambiguity into clear guidance. Executive-ready — you are comfortable leading conversations with senior stakeholders and communicating value in a way that is concise, credible, and outcome-oriented. Operationally rigorous — you can manage complex implementations, competing priorities, timelines, data, and details without losing sight of the bigger picture. Proactive and outcomes-driven — you anticipate risk, identify opportunities early, and take ownership through resolution. Collaborative — you work effectively across CS, Sales, Product, Support, Engineering, and Marketing to solve problems and improve the customer experience. AI-native — you're comfortable working in a fast-moving environment and use AI tools as a natural part of how you work. What Success Looks Like Enterprise pilots consistently convert to full rollout. Customers reach faster time-to-value through structured onboarding and clear success planning, in partnership with CS leadership and Product Specialists. Enterprise accounts show strong adoption, engagement, and stakeholder alignment. Renewal risks are identified early and managed proactively; renewals close on time. Expansion opportunities are identified, qualified, and advanced from discovery through close. Opus has stronger playbooks, templates, and processes for managing enterprise customers at scale. 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. Why Join Opus Training You will have the opportunity to make a significant impact on a growing business that’s transforming how the service industry develop 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. Location Remote, but must be based in the following states: NY, NJ, PA, FL, NC, IN, TX, CA) Perks 4 weeks paid time off 14 weeks paid parental Full Medical, Dental, and Vision FSA and Commuter benefits Yearly wellness stipend Mobile phone stipend *Background Check Requirement: As part of our commitment to SOC 2 compliance, all final candidates will be required to successfully complete a background check prior to employment #J-18808-Ljbffr