Director of Account Health and Retention

DIESEL LAPTOPS LLC•Irmo, SC

About The Position

Diesel Laptops is seeking a Director of Account Health and Retention to own the success, adoption, and retention of our strategic Diesel Priority accounts. This role serves as the single point of accountability for post-sale account health and acts as a cross-functional leader coordinating efforts across Sales, Support, Product, Training, Procurement, Accounting, and Operations. This is not a sales role. The Director is responsible for protecting revenue through proactive engagement, executive-level communication, structured health monitoring, and renewal readiness.

Requirements

4 to 8 years of experience in Customer Success, Account Management, Program Management, or a related B2B role.
Experience supporting complex environments involving SaaS, hardware, or technical products.
Strong analytical skills with the ability to interpret dashboards and present insights clearly.
Hands-on experience with Salesforce and ticketing systems. Power BI experience preferred.
Proven ability to communicate effectively with executive-level customers and internal leadership.
Strong organizational skills with a bias toward action and accountability.
Ability to work collaboratively across departments.

Nice To Haves

Industry familiarity with heavy-duty, commercial truck, off-highway, or diagnostic environments is a plus but not required.

Responsibilities

Serve as the single point of contact for assigned strategic accounts following sale and onboarding.
Own the overall health, engagement, and retention strategy for Diesel Priority customers.
Lead structured customer engagement cadence including transition calls, ongoing touchpoints, and Quarterly Business Reviews with executive stakeholders.
Monitor account performance using defined KPIs related to support responsiveness, product usage, adoption, and escalation trends.
Identify early warning signals for churn or dissatisfaction and lead mitigation efforts across internal teams.
Coordinate cross-functionally to ensure timely resolution of customer issues and follow-through on commitments.
Maintain detailed issue logs with owners, timelines, and documented outcomes.
Drive customer adoption by coordinating training sessions, promoting new features, and sharing targeted enablement resources.
Act as the Voice of the Customer by capturing feedback and translating it into actionable insights for Product and Content teams.
Partner with Finance and Sales Operations to monitor contract alignment, renewals, invoice aging, and account hygiene.
Produce concise internal reporting and executive summaries using Salesforce and Power BI dashboards.
Ensure renewal readiness with no surprise churn by maintaining consistent visibility and accountability.