Strategic Account Director

Job Title: Strategic Account Director
Job ID: 83437
Location: New York, New York


Overview:
As a Strategic Account Director, you will be a senior individual contributor within our Customer Success organization, responsible for managing our most complex, high-value accounts in the Tier 1 & Enterprise segment. This role is pivotal in driving long-term customer success, revenue growth, and strategic alignment between our company and enterprise clients. Combining a deep understanding of our products and service delivery model and customer obsession, you will own a small portfolio of top-tier accounts with multi-line of business or scope, ensuring these relationships deliver transformational impact for both the customer and our organization. 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. This role demands a rare blend of executive-level partnership, strategic vision, and negotiation expertise to drive outcomes that align with the customer’s C-suite priorities and our company’s growth objectives.


What you will be doing:
Account Strategy & Relationship Building

• Own end-to-end success for a small portfolio of top-tier accounts, prioritizing enterprises or multi-line of business clients with complex needs and high strategic value
• Develop and execute long-term strategic account plans aligned with the customer’s C-suite objectives, business transformation goals, and product roadmap
• Serve as the primary escalation point for customer challenges, ensuring cross-functional collaboration with Product, Enterprise Services, Sales, and Executive Leadership
• Build and maintain direct relationships with C-suite executives (e.g., CIOs, CTOs, CCOs) and senior stakeholders, positioning yourself as a trusted advisor and strategic partner

• Negotiate and close complex, multi-million-dollar ARR renewals with customized financial terms, ensuring alignment with both customer and company objectives
• Identify and drive cross-sell/up-sell opportunities in partnership with Sales across lines of business, leveraging deep product and industry expertise

• 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 customer’s 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

• 12+ years of experience in enterprise SaaS, with a proven track record in customer success, account management, or enterprise sales (preferably in a complex environment)
• Proven expertise in managing complex, high-ARR accounts with multi-line of business or scope, including experience negotiating and closing multi-million-dollar contracts with customized terms
• Demonstrated success in building trust and influence with C-suite stakeholders and aligning customer strategy with business outcomes.
• Exceptional negotiation and communication skills: Confident in high-stakes, executive-level discussions
• Ability to lead cross-functional teams and influence outcomes without formal authority
• Experience using Salesforce or other CRM systems is highly desirable.
• Ability to work cross-functionally on multiple customers, processes, and system projects simultaneously