Mirrai Careers

Account Director

Opus Training Inc.

Remote (must be based in NY, NJ, PA, FL, NC, IN, TX, CA) Remote Full-time Posted 2w ago
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ABOUT THE ROLE We are seeking a strategic Enterprise Account Director to own the post-sale relationship and outcomes for our largest accounts, from pilots through onboarding, adoption, renewal, and expansion. You will serve as the primary strategic partner for a portfolio of high-value enterprise customers, ensuring Opus delivers measurable outcomes at every stage. You'll own high-stakes pilots that convert into multi-location rollouts, partner with Product Specialists, sales and our product team to drive fast time-to-value, and build the executive relationships that drive confident renewals and expansion. This role is designed for someone who combines enterprise-grade relationship skills with the operational rigor to manage complex, multi-threaded accounts and the commercial instincts to grow accounts over time. WHAT YOU'LL OWN Enterprise Relationship & Outcomes * 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. Pilot Execution & Implementation * 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. Success Planning, Health & Risk * 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. Renewal & Expansion * 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. Broader Business Impact * 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. WHO YOU ARE * Strategic and customer-first — you build trust quickly, understand complex customer goals, and know how to turn ambiguity into clear guidance. * Executive-ready — you are comfortable leading conversations with senior stakeholders and communicating value in a way that is concise, credible, and outcome-oriented. * Operationally rigorous — you can manage complex implementations, competing priorities, timelines, data, and details without losing sight of the bigger picture. * Proactive and outcomes-driven — you anticipate risk, identify opportunities early, and take ownership through resolution. * Collaborative — you work effectively across CS, Sales, Product, Support, Engineering, and Marketing to solve problems and improve the customer experience. * AI-native — you're comfortable working in a fast-moving environment and use AI tools as a natural part of how you work. WHAT SUCCESS LOOKS LIKE * Enterprise pilots consistently convert to full rollout. * Customers reach faster time-to-value through structured onboarding and clear success planning, in partnership with CS leadership and Product Specialists. * Enterprise accounts show strong adoption, engagement, and stakeholder alignment. * Renewal risks are identified early and managed proactively; renewals close on time. * Expansion opportunities are identified, qualified, and advanced from discovery through close. * Opus has stronger playbooks, templates, and processes for managing enterprise customers at scale. QUALIFICATIONS * 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. * Familiarity with CRM and customer engagement platforms such as Attio, Intercom, Notion, or similar tools is a plus. WHY JOIN OPUS TRAINING You'll have the opportunity to make a significant impact on a growing business that's transforming how the service industry develop their most valuable asset – their people. Your work will directly influence how effectively we communicate our value to the market and how successfully we grow our customer base. Location * Remote, but must be based in the following states: NY, NJ, PA, FL, NC, IN, TX, CA) Perks * 4 weeks paid time off * 14 weeks paid parental * Full Medical, Dental, and Vision * FSA and Commuter benefits * Yearly wellness stipend * Mobile phone stipend *Background Check Requirement: As part of our commitment to SOC 2 compliance, all final candidates will be required to successfully complete a background check prior to employment

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