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.

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…