Account Director

Outset invented a better way to do research: AI-powered user interviews. Global brands like Hubspot, Microsoft, Uber and Nestle use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale. As an Account Director, you'll own relationships with some of our most strategic enterprise and mid-market customers. You'll act as a trusted advisor, ensuring they achieve maximum value from our platform while identifying new opportunities for growth and partnership. You'll collaborate closely with Product, Sales, and Marketing to influence roadmap priorities and expand our footprint within key accounts.

Responsibilities

Serve as a strategic partner to executive stakeholders, guiding customers through adoption, expansion, and long-term success; Own commercial health across a portfolio of high-value accounts, driving renewals, upsells, and advocacy; Develop account plans and success frameworks that align with customer business objectives; Partner with Sales to identify and close revenue expansion opportunities within existing accounts; Translate customer feedback into actionable input for Product and Engineering; Forecast retention and growth metrics, providing visibility into customer health and pipeline

Requirements

5–10+ years of customer success, account management, or consulting experience, with 2+ years managing strategic/enterprise accounts; Ability to travel 25% of the time for customer events, customer visits, and conferences; Proven success in driving renewals, expansions, and multi-threaded stakeholder relationships; Experience in a fast-paced SaaS or Series A/B startup environment; Exceptional communication, executive presence, and relationship-building skills; Strong analytical mindset with ability to tell a story with data; Ability to work cross-functionally and thrive in ambiguity; A proactive, ownership-driven mindset, comfortable balancing strategic and hands-on work