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Zowie · 3 weeks ago

Account Director (North America)

United States

Full-time

Remote

Director/Executive

6+ years exp

Zowie is revolutionizing customer interactions through AI Agents, aiming to provide exceptional experiences. They are seeking an Account Director to lead their North American Customer Success team, focusing on driving impactful results for high-value clients and optimizing customer journeys.

Artificial Intelligence (AI)Customer ServiceGenerative AISoftware

Responsibilities

Lead and develop the Team : Hire, mentor, and manage a team of top-tier Technical Account Managers (TAMs) and Account Managers (AMs) to build a culture of accountability, innovation, and customer obsession

Drive key metrics : Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement, and revenue expansion

Optimize customer journeys : Partner with Sales, Marketing, and Product teams to design and refine customer onboarding, adoption, and expansion strategies tailored to the US market

Champion the Voice of the Customer : Proactively gather and share customer insights to influence product development and strategic initiatives

Leverage data and tools : Use AI and CRM tools (e.g., Salesforce, Gong) to identify at-risk accounts, mitigate churn, and uncover growth opportunities

Qualification

Customer success managementData-driven decision-makingTeam leadershipSaaS experienceAI product experienceStrategic relationship managementCustomer-centric mindsetAdaptability

Required

6+ years in customer success or account management roles, ideally in a SaaS environment

Proven track record of managing teams with performance quotas tied to NRR (retention, customer adoption metrics, and ideally, expansion)

Passionate about ensuring customers achieve their goals and driving measurable value

Comfortable navigating a fast-paced, dynamic environment, balancing high-level strategy with hands-on execution

Exceptional ability to engage with enterprise customers, navigate complex stakeholder relationships, and drive consensus to achieve business objectives

Willingness to travel up to 10% of the time for customer meetings or team collaboration