Account Director

Role Overview

As an Account Director (AD), you will own the renewal and growth strategy for 15 Strategic Accounts, while supporting expansion opportunities across hackajob’s wider Enterprise customer base of 100+ accounts.

Within your Strategic Accounts, you will lead renewals end-to-end, build executive relationships, drive account strategy, and identify opportunities to grow ARR.

Across the wider Enterprise portfolio, you will partner closely with Customer Success Managers (CSMs) to unlock expansion opportunities and build strategic relationships. In these accounts, the CSM retains ownership of the renewal, while the AD focuses on commercial growth.

This is fundamentally a growth role, requiring strong commercial instinct, strategic thinking, and the ability to turn customer outcomes into revenue opportunities.

Objective

The expectation in this role is to go beyond protecting revenue and proactively create growth opportunities across your account base.

You will combine the rigour of a strong account manager with the instincts of a hunter: owning renewals within Strategic Accounts while consistently identifying new stakeholders, new use cases, and new opportunities to expand ARR across the wider Enterprise portfolio.

Key Responsibilities

1. Net Revenue Retention & Renewals

• Own the full renewal cycle for 15 strategic accounts - initiate conversations 90+ days before contract end, build the commercial case, and secure signed contracts ahead of expiry
• Deliver data-led renewal decks independently, tying ROI to hires made, DE&I impact, and time-to-hire improvements; present at least two commercial options (renewal only vs. renewal + expansion)
• Create a tight collaboration loop with CSMs - keep them briefed on the renewal narrative so they reinforce messaging in every customer interaction
• Maintain procurement, legal, and commercial checkpoint plans and keep leadership informed of any risk
• Track all renewal progress in CSP with clearly defined objectives and risk flags

2. Expansion & Hunter Activity

• Identify and pursue expansion opportunities across new business units, geographies, and product lines within existing accounts
• Multi-thread every account - build relationships with multiple senior stakeholders beyond the primary contact
• Run structured discovery in every customer interaction and feed findings into a proactive expansion pipeline
• Co-create expansion strategies with CSMs, lead the commercial conversation, and always include a clear ROI case in proposals
• Leverage internal stakeholders (CEO, COO, Head of Product) as executive sponsors in customer meetings where appropriate

3. Account Management & Engagement

• Run a subscription kickoff for every new or renewed customer - define success metrics, capture in CSP, and share a customer-facing deck within one week of contract start
• Produce and maintain an internal account plan for each Strategy Account account covering objectives, risks, and growth strategy; review quarterly with CS leadership
• Build and maintain account maps with multiple senior contacts per account - update quarterly with champions, blockers, and decision-makers identified
• Create QBR decks independently and deliver quarterly for all accounts: previous actions → success metrics (RAG) → usage insights → recommendations → forward plan
• Conduct on-site meetings with senior stakeholders at least once per contract period; follow up with a concise exec summary
• Share customer feedback and testimonials with Product and Product Marketing to drive roadmap alignment

4. Product Knowledge & Commercial Support

• Build strong working knowledge of the full product suite and be able to discuss them confidently with senior stakeholders
• Handle objections using competitive benchmarking and position new products against specific customer challenges
• Provide commercial and strategic support to the CS team in customer meetings, joining as a deal-closer while enabling the CSM to lead on delivery
• Collaborate with internal teams (Product, Talent, Growth) to escalate customer feedback and advocate for future roadmap alignment