Senior Director - Account Management

Way+ is 's membership program, bringing together parking, car wash, and automotive services into a single subscription. The Senior Director of Account Management owns the full post-sale customer lifecycle for Way+ - onboarding new customers, keeping them satisfied, deepening their usage, and growing revenue through the expansion of Way's product portfolio.

This is a senior leadership role responsible for both the day-to-day health of the customer base and the long-term growth that comes from customers who are engaged, successful, and continually finding new value in Way's offerings.

• Own the onboarding of all new Way+ customers, delivering a smooth, timely transition from sale to active use.
• Establish a repeatable onboarding process that gets customers to first value quickly and sets clear expectations from day one.
• Partner with sales and product teams to ensure a seamless handoff and a consistent customer experience.

• Serve as the senior owner of customer relationships, ensuring customers are satisfied and well supported throughout their lifecycle.
• Proactively monitor account health, address issues before they escalate, and act as the escalation point for high-priority customers.
• Build trusted, long-term relationships that drive retention and renewals.

• Work directly with customers to increase their adoption and usage of Way+.
• Identify barriers to usage and develop strategies, programs, and touchpoints that drive deeper engagement.
• Track usage and adoption metrics, and use them to guide account strategy and intervention.

• Identify opportunities to upsell new Way products to existing customers and grow account value.
• Lead expansion conversations that align Way's portfolio to each customer's needs and goals.
• Hit and exceed expansion and revenue-growth targets across the customer base.

• Build, lead, and develop a high-performing account management team to deliver on the responsibilities above.
• Set strategy, goals, and operating cadence for the account management function.
• Report on customer health, retention, usage, and expansion performance to senior leadership.

• Own end-to-end execution of cross-functional programs, from scoping through completion.
• Define program scope, timelines, and milestones, and keep all of them on track.
• Coordinate cross-functional stakeholders across teams, ensuring alignment and clear ownership.
• Identify, track, and mitigate dependencies and risks before they become blockers.
• Drive programs to a defined outcome, delivered on time, on budget, and to spec.
• Report progress to leadership and stakeholders, surfacing issues and decisions as needed.

• Develop and deliver partner onboarding and training materials, tailored to each partner's systems and workflows.
• Conduct training sessions (virtual or in-person) to ensure partner teams understand program processes, tools, and expectations.
• Travel to partner sites as needed for kickoffs, training, or relationship-building.
• Serve as on-site point of contact during launches or critical milestones to support smooth execution.
• Gather partner feedback during sessions and relay it to internal teams for program improvements.

• 8+ years in account management, customer success, or a related field, with several years in a leadership role.
• Proven track record of driving retention, adoption, and revenue expansion within an existing customer base.
• Experience leading and scaling account management or customer success teams.
• Strong relationship-building skills and a customer-first mindset.
• Data-driven approach to managing account health and identifying growth opportunities.
• Excellent communication and cross-functional collaboration skills.
• Experience in SaaS, subscription, or membership-based businesses preferred.

• New customers onboarded smoothly and reaching value quickly.
• High customer satisfaction and strong retention/renewal rates.
• Measurable growth in Way+ usage across the customer base.
• Consistent achievement of upsell and cross-sell targets.