The only fair-for-all food ordering marketplace — no commissions for restaurants and no hidden fees for diners.
Director, Account Management
Location
United States
Posted
26 days ago
Salary
$160K - $231K / year
Seniority
Lead
Job Description
Director, Account Management
ChowNow
• 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.
Job 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.
Benefits
- Ongoing training and growth opportunities.
- A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
- Rock solid medical, dental, and vision plans.
- Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
- Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life
- 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
- 401(k) Matching
- Employer-contributing student loan assistance program or continuing education reimbursement program
- Employee Stock Incentive Plan.
- Pet insurance for your fur babies
- Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
- Enough freedom to spread your wings while still holding you accountable.
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