Account Director (North America)

Zowie • US – New York, NY

11d • Remote

About The Position

At Zowie, we’re revolutionizing how businesses interact with their customers. We’re creating a future where AI Agents handle 100% of customer interactions—delivering instant, personalized, and exceptional experiences. We believe AI Agents represent the next major technological shift, and Zowie is positioned to lead the charge. Leading consumer brands like GetYourGuide, DocMorris, Monos, Monica Vinader, Decathlon, InPost already trust our AI Agents to be on the front line of their customer care efforts, handling millions of conversations monthly. About the role: Having found strong traction with our mid-market and enterprise customers and observing our portfolio rapidly grow before our eyes, Zowie is now seeking an ambitious leader to join and lead our North American Customer Success team. This is a perfect opportunity for a customer-obsessed, strategic operator who thrives on driving impactful results for high-value clients at the forefront of AI-powered CX. You’ll take the reins of a growing portfolio, shape how we deliver success at scale, and build a team that partners deeply with some of the most recognizable brands in North America. If you're excited by the idea of blending relationship-building, data-driven decision-making, and operational excellence to maximize customer impact, we’d love to meet you.

Requirements

• Experience : 6+ years in customer success or account management roles, ideally in a SaaS environment.
• Leadership : Proven track record of managing teams with performance quotas tied to NRR (retention, customer adoption metrics, and ideally, expansion).
• Customer-centric mindset : Passionate about ensuring customers achieve their goals and driving measurable value.
• Adaptability : Comfortable navigating a fast-paced, dynamic environment, balancing high-level strategy with hands-on execution.
• Strategic relationship management: Exceptional ability to engage with enterprise customers, navigate complex stakeholder relationships, and drive consensus to achieve business objectives.
• Travel : Willingness to travel up to 10% of the time for customer meetings or team collaboration.
• Please note that this is a remote role, but we're hiring only people based in NY (or willing to relocate).

Nice To Haves

• AI product : Experience with AI-driven products/solutions.

Responsibilities

• Lead and develop the Team : Hire, mentor, and manage a team of top-tier Technical Account Managers (TAMs) and Account Managers (AMs) to build a culture of accountability, innovation, and customer obsession.
• Drive key metrics : Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement, and revenue expansion.
• Optimize customer journeys : Partner with Sales, Marketing, and Product teams to design and refine customer onboarding, adoption, and expansion strategies tailored to the US market.
• Champion the Voice of the Customer : Proactively gather and share customer insights to influence product development and strategic initiatives.
• Leverage data and tools : Use AI and CRM tools (e.g., Salesforce, Gong) to identify at-risk accounts, mitigate churn, and uncover growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed