Note: The job is a remote job and is open to candidates in USA. Opus Training is transforming how the service industry develops its people. The Enterprise Account Director will own post-sale relationships and outcomes for high-value enterprise accounts, managing pilots, onboarding, adoption, renewals, and expansion. The role also requires executive stakeholder engagement, cross-functional collaboration, risk management, and development of scalable enterprise customer-success processes.
Responsibilities
- 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
- 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
- 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
- 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
- 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 align on pre-sales handoffs, account strategies, and customer context
- Collaborate with Marketing to showcase the value of our solutions and support new business opportunities
- Represent Opus onsite and/or at events to support broader company initiatives as needed
Skills
- 5+ years in B2B SaaS Customer Success, Implementation, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role
- Experience owning relationships with complex, multi-stakeholder enterprise customers
- Experience managing renewals, mitigating churn risk, and identifying expansion opportunities
- Experience working with multi-unit restaurant, hospitality, retail, fitness, or other frontline-heavy organizations
- Strong written communication and executive-level verbal communication skills
- Highly organized, detail-oriented, collaborative, and comfortable managing multiple high-value accounts at once
- Comfortable partnering with Sales on account strategy and solutioning for complex deals
- High proficiency using AI tools to improve productivity and decision quality
- Remote, but must be based in the following states: NY, NJ, PA, FL, NC, IN, TX, CA)
- Familiarity with CRM and customer engagement platforms such as Attio, Intercom, Notion, or similar tools is a plus
Benefits
- Remote work, but must be based in NY, NJ, PA, FL, NC, IN, TX, or CA
- 4 weeks paid time off
- 14 weeks paid parental leave
- Full Medical, Dental, and Vision
- FSA and Commuter benefits
- Yearly wellness stipend
- Mobile phone stipend
Company Overview