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