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Account Director

Outset· Customer Success
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Hybrid (San Francisco), Hybrid (NYC)$160k - $185kFull-timePosted 4w ago

About the role

Account Director responsible for managing strategic enterprise and mid-market customer relationships, driving renewals and expansions, and influencing product roadmap through customer feedback.

Responsibilities

  • Serve as a strategic partner to executive stakeholders, guiding customers through adoption, expansion, and long-term success.
  • Own commercial health across a portfolio of high-value accounts, driving renewals, upsells, and advocacy
  • Develop account plans and success frameworks that align with customer business objectives.
  • Partner with Sales to identify and close revenue expansion opportunities within existing accounts.
  • Translate customer feedback into actionable input for Product and Engineering.
  • Forecast retention and growth metrics, providing visibility into customer health and pipeline.

Qualifications

  • 5–10+ years of customer success, account management, or consulting experience, with 2+ years managing strategic/enterprise accounts.
  • Ability to travel 25% of the time for customer events, customer visits, and conferences.
  • Proven success in driving renewals, expansions, and multi-threaded stakeholder relationships.
  • Experience in a fast-paced SaaS or Series A/B startup environment.
  • Exceptional communication, executive presence, and relationship-building skills.
  • Strong analytical mindset with ability to tell a story with data.
  • Ability to work cross-functionally and thrive in ambiguity.
  • A proactive, ownership-driven mindset—comfortable balancing strategic and hands-on work.

Skills

Required:Account managementStrategic thinkingCommunication
Last updated Sep 24, 2026. Interested? Apply on the company site.
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About Outset

AI-powered user interviews

Outset offers AI-powered user interviews to conduct qualitative research. Traditional surveys are fast but lack depth while live interviews produce high quality data but are slow and expensive. Outset uses LLMs to lead interviews and synthesize results so researchers get high quality data 100 times faster.

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