Director of Accounts

ION is looking for a Director of Accounts to own end-to-end account management and partner success across HIP and Neon Canvas, including retention, expansion, and renewals, service standards, and partner support and onboarding, for a large portfolio of dental and orthodontic practices. If you've led an account function at scale, unified two brands under one operating model, and want a seat where you set the standard instead of following one, we want to talk to you.

This is not a day-to-day account management role.

The best fit has run an account management or partner success function at a similarly sized agency or recurring-revenue business, owning a book of business across 500+ accounts, and has personally run two brands or service models under one umbrella on a single operating standard. You won't carry a day-to-day book; your Team Leads, Practice Growth Advisors, and Account Managers own those relationships. Your job is to lead the leaders, set the strategy, own the numbers, and keep HIP and Neon Canvas partners staying and growing.

As Director of Accounts, you'll lead the account teams across both brands (Practice Growth Advisors at HIP, Account Managers at Neon Canvas) through a Senior and Team Lead ladder, run both under one consistent standard without blending their distinct service models, and own gross and net revenue retention, expansion and renewals, and the efficiency of the function. You'll also own innovation for the seat, making the account teams leaders in AI adoption for risk detection, call prep, and follow-up. You'll report to the COO and sit on the senior leadership team.

If you're a leader of leaders who thinks in playbooks, margin, and what's next, this role was built for you.

WHAT YOU'LL DO

• Own gross and net revenue retention across HIP and Neon Canvas, with net revenue retention as your number to move.
• Own upsell, upgrade, and renewals across both books, including the growth path between the two brands and cross-sell of each brand's services into the other's book.
• Run both account teams under one pod structure, servicing standards, and scorecards, without blending their distinct service models.
• Diagnose churn at the portfolio level and fix the pattern behind it, instead of saving accounts one at a time.
• Own the escalation path and internal response standards, and serve as the final escalation point before the COO or Founders.
• Own the servicing standard end-to-end (monthly partner calls, logging, follow-up, and outreach to non-responsive partners), backed by playbooks, scorecards, and QA.
• Lead Partner Support and Onboarding, and shape what it owns so tactical work moves off the account teams, and every new partner starts strong.
• Own the hiring bar, the ladder (Account Manager, Senior, Team Lead), book-load standards, and variable comp tied to real benchmarks; make the promotion, development, and exit decisions that follow.
• Partner with Finance on account-team efficiency and how retention connects to margin.
• Lead AI adoption across the account teams, tools, workflows, and training, and set the standard for safe, high-quality use so speed never comes at the cost of client trust.
• Run 1:1s with each Team Lead for coaching, scorecard review, and unblocking; personally work the handful of largest or highest-risk partners while the leads own the rest.