Your role:

As an Account Director, you will be a key individual contributor within our Customer Success organization, responsible for managing a portfolio of high-value, Enterprise-level accounts with significant ARR and strategic importance. This role is pivotal in driving long-term customer success, revenue growth, and strategic alignment between our company and enterprise clients. By combining a consultative approach with deep Global Relay product expertise, you will own the strategic direction and delivery for these accounts. This role requires a balance of executive-level relationship-building, technical delivery, and cross-functional collaboration to navigate complex customer needs and drive outcomes that align with C-suite priorities.

The role requires a consultative approach, both externally with the customer to understand their business drivers and needs, and internally across our product, support, and provisioning teams to identify emerging and deeper opportunities for development.

Your responsibilities:

Account Strategy & Relationship Building

• Own the end-to-end success of a portfolio of high-value Enterprise accounts (typically 10–20 accounts), developing and executing multi-year success and growth plans aligned with the customer's business objectives and our product roadmap.
• Build and maintain direct relationships with C-suite stakeholders (e.g., CIOs, CTOs, CCOs) and senior-level decision-makers, positioning yourself as a trusted advisor to influence strategic decisions
• Serve as the primary escalation point for customer challenges, ensuring cross-functional collaboration with Product, Enterprise Services, Sales, and Executive Leadership
• Lead in-person Executive Briefings (EBs) and Executive Business Reviews (EBRs) to align strategic objectives and stakeholders
• Proactively monitor account health across all RAG (Red, Amber, Green) categories, with a focus on mitigating risk and turning high-risk accounts into high-performing, long-term partners

Revenue Retention & Growth

• Negotiate and close complex, high-ARR renewals (e.g., $3M+ contracts with customized terms involving RFPs, Procurement, and approval committees), ensuring alignment with both customer and company objectives.
• Identify and drive cross-sell/up-sell opportunities in partnership with Sales across lines of business, aligning with the customer needs and our strategic offerings
• Drive proactive engagement to address churn risks, improve satisfaction, and reinforce the value of Global Relay solutions through regular business reviews and stakeholder feedback

Internal Advocacy & Cross-Functional Collaboration

• Partner with Product Leadership to ensure customer feedback and strategic needs inform product innovation and roadmap prioritization
• Collaborate with Sales and Marketing to co-create customer success stories, case studies, and thought leadership that reinforce our value proposition
• Represent the customer's interests internally at the highest levels, influencing product, go-to-market, and operational strategies to align with customer needs
• Monitoring project progress by tracking activity; resolving problems; recommending actions

About you:

• 9+ years of experience in enterprise SaaS, with a proven track record in customer success, account management, or enterprise sales
• Demonstrated success in managing high-ARR, high-complexity Enterprise accounts (e.g., multi-line of business or regional scope), including experience negotiating and securing high-value renewals and expansion deals
• Strong ability to build trust and influence with senior stakeholders, aligning customer strategy with business outcomes and positioning yourself as a strategic partner.
• Proven ability to define and execute multi-year success plans that drive customer satisfaction, retention, and growth
• Ability to lead cross-functional teams and influence outcomes without formal authority
• Comfortable working on multiple accounts and projects simultaneously, balancing strategic planning with day-to-day execution
• Experience using SalesForce or other CRM system is highly desirable