Account Director
At a glance
Leadership Account Management role at Outset. San Francisco · full-time · $160,000–$185,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide executive customers through platform adoption, account growth, and sustained success
- Protect commercial health across strategic accounts by leading renewals, upsells, and customer advocacy
- Build account plans and success models around each customer’s business goals
- Work with Sales to uncover and close expansion opportunities within current accounts
- Turn customer feedback into Product and Engineering priorities while forecasting retention and growth
What you bring
- Bring five to ten or more years in customer success, account management, or consulting, including strategic account ownership
- Show at least two years managing enterprise or strategic customers
- Demonstrate results with renewals, expansions, and relationships spanning multiple customer stakeholders
- Communicate credibly with executives, use data to explain performance, and work effectively across teams
Who this fits
This role suits a proactive account leader who can balance strategic advising with hands-on execution in a fast-moving SaaS or Series A/B startup setting. You’ll travel a quarter of your time for customer events, visits, and conferences. The role is hybrid in San Francisco and centers on enterprise and mid-market customer relationships.
From the employer
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.
The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services. That's our opportunity.
Outset is backed by top Silicon Valley investors and raised a $30M Series B in December 2025—less than six months after our Series A—led by Radical Ventures with participation from M12 (Microsoft’s venture arm), 8VC, Y Combinator, and Adverb Ventures.
The raise follows a breakout year, with our business growing 8x as enterprise customers across industries adopt our category, AI‑moderated research, as the new standard for understanding people.
We’re a tight-knit team serving some of the world’s largest enterprises.
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.
Qualifications
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.
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