Enterprise 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 Customer Success 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 Customer Success 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 Customer Success, 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 Customer Success 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.