Diesel Laptops · 1 week ago
Director of Account Health and Retention
IRMO, SC 29063
Full-time
Onsite
Lead/Staff, Director/Executive
4+ years expDiesel Laptops is seeking a Director of Account Health and Retention to own the success, adoption, and retention of our strategic Diesel Priority accounts. This role serves as the single point of accountability for post-sale account health and acts as a cross-functional leader coordinating efforts across Sales, Support, Product, Training, Procurement, Accounting, and Operations.
AutomotiveCommercialHardwareSoftware
Responsibilities
Serve as the single point of contact for assigned strategic accounts following sale and onboarding
Own the overall health, engagement, and retention strategy for Diesel Priority customers
Lead structured customer engagement cadence including transition calls, ongoing touchpoints, and Quarterly Business Reviews with executive stakeholders
Monitor account performance using defined KPIs related to support responsiveness, product usage, adoption, and escalation trends
Identify early warning signals for churn or dissatisfaction and lead mitigation efforts across internal teams
Coordinate cross-functionally to ensure timely resolution of customer issues and follow-through on commitments
Maintain detailed issue logs with owners, timelines, and documented outcomes
Drive customer adoption by coordinating training sessions, promoting new features, and sharing targeted enablement resources
Act as the Voice of the Customer by capturing feedback and translating it into actionable insights for Product and Content teams
Partner with Finance and Sales Operations to monitor contract alignment, renewals, invoice aging, and account hygiene
Produce concise internal reporting and executive summaries using Salesforce and Power BI dashboards
Ensure renewal readiness with no surprise churn by maintaining consistent visibility and accountability
Qualification
Required
4 to 8 years of experience in Customer Success, Account Management, Program Management, or a related B2B role
Experience supporting complex environments involving SaaS, hardware, or technical products
Strong analytical skills with the ability to interpret dashboards and present insights clearly
Hands-on experience with Salesforce and ticketing systems
Proven ability to communicate effectively with executive-level customers and internal leadership
Strong organizational skills with a bias toward action and accountability
Ability to work collaboratively across departments
Preferred
Power BI experience preferred
Industry familiarity with heavy-duty, commercial truck, off-highway, or diagnostic environments is a plus but not required
Company
Diesel Laptops
Diesel Laptops provides diagnostic software and hardware for commercial truck,, automobile, and off-road industries.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tyler Robertson
Chief Executive Officer
Recent News
2026-01-06
Company data provided by crunchbase