Director, Account Management

Owning gross and net revenue retention across ChowNow's restaurant base, building a predictable, forecastable retention and expansion engine that leadership can plan against.

Leading and developing a team of managers and individual contributors, building the coaching, capability, and structure needed to scale Account Management as ChowNow grows.

Building and operationalizing the renewal motion for annual contracts (proactive outreach, negotiation, uplift) and the retention motion for monthly customers (engagement, adoption, downgrade prevention).

Designing and deploying cross-sell and upsell plays mapped to ChowNow's product suite — including qualification criteria, talk tracks, and rep enablement to support expansion opportunities consistently.

Building and maintaining an account health framework that flags at-risk customers early, triggers consistent save motions, and reduces churn across both annual and monthly populations.

Driving measurable lifts in product adoption and value realization in partnership with Marketing, Product, and Lifecycle teams.

Running a weekly forecast cadence covering renewals, churn risk, and expansion pipeline; deliver against forecast with the discipline and accuracy leadership can rely on.

Surfacing the top systemic drivers of churn and downgrade to the executive team, with a prioritized cross-functional remediation roadmap spanning Product, Onboarding, Pricing, and Support.

Partnering closely with Sales, Marketing, Product, Finance, and Billing to align on customer lifecycle ownership, expansion handoffs, and retention strategy.

Delivering a comprehensive Account Management strategy — covering NRR, GRR, churn, expansion, and adoption — with quarterly targets and the operating plan to hit them.

8+ years in Account Management, Customer Success, or post-sale revenue, with 4+ years leading teams; experience managing managers strongly preferred.

Proven ownership of NRR and GRR in a SaaS or subscription business, with direct accountability for both assisting with expansion (cross-sell/upsell) and churn reduction.

Experience running renewal motions across multiple contract types — annual (negotiation, uplift, multi-touch cycles) and monthly (retention, engagement, downgrade prevention).

A track record of building account health scoring, early warning systems, and save playbooks that produced measurable churn reduction.

Strong forecasting discipline; you can build a renewal and expansion forecast leadership can plan against and deliver against it consistently.

Demonstrated success driving product adoption and value realization at scale, in partnership with Marketing, Product, and Lifecycle teams.

Data-fluency expertise in retention metrics (NRR, GRR, logo/dollar churn, expansion ARR, adoption, health scoring) and able to translate them into action.

Strong cross-functional leadership, especially with Sales, Marketing, Product, Finance, and Billing.

Excellent executive presence; able to present strategy, forecasts, and results clearly to senior leadership.

A customer-obsessed with a hospitality mindset, balanced with the commercial discipline to drive predictable revenue outcomes.

Restaurant industry, restaurant technology or related experience

Strong proficiency in Salesforce, a CS or AM platform (Gainsight, Catalyst, ChurnZero, or similar), Google Workspace, and MS Office.