Director of Accounts, Festivals & Large Events

Tixr

9d•$100,000 - $120,000•Hybrid

About The Position

We're looking for a Director of Accounts to lead a high-performing client success team and drive exceptional outcomes across a strategic portfolio of accounts. This is a role for someone who thinks like a business owner; you'll set the vision for how your team's accounts grow, coach a team of Client Experience Managers (CEMs) and Technical Solutions Managers (TSMs) to deliver exceptional outcomes, and serve as the senior strategic voice when our clients need it most. You'll report to the VP of Client Services and play a central role in shaping how we retain and grow revenue, build lasting client relationships, and develop the next generation of CS talent at the company.

Requirements

7+ years in account management, client success, or related, with at least 2–3 years in a people management role.
A track record of owning and growing a book of business, with demonstrable impact on NRR or retention metrics.
Strong coaching instincts; you know how to get the best out of people with different strengths and growth areas.
Comfort operating with data; you use metrics to tell a story and drive decisions, not just report numbers.
Experience with CRM and project management tools (HubSpot, Notion, or similar).
Excellent executive communication skills, you can run a boardroom-level QBR and a team retrospective with equal confidence.

Responsibilities

Own a portfolio of accounts with full accountability for retention, growth, and client satisfaction.
Build and maintain strategic account plans that align client goals with company objectives, and lead Bi-Annual Business Reviews with key clients.
Monitor account health metrics on a rolling basis to proactively identify risks and opportunities before they become escalations.
Serve as the senior escalation point for complex client issues, driving swift resolution while preserving long-term relationships.
Lead, mentor, and develop a team of TSMs and CEMs, providing individualized coaching aligned with each person's professional goals.
Foster a performance-driven, collaborative team culture where accountability and recognition go hand in hand.
Conduct regular 1:1s, quarterly check-ins, and annual reviews with each direct report, with clear documentation and follow-through.
Ensure seamless execution across onboarding, client management, and product launches, leveraging Notion to manage accounts as structured projects.
Maintain oversight of team workload distribution to ensure equitable coverage and sustainable capacity.
Champion consistent adoption of internal tools (e.g. HubSpot, Notion, AI tools) to drive team efficiency and a high-quality client experience.
Leverage BI tools to develop custom reporting that tracks account health, feature adoption, and revenue trends across your portfolio.
Translate data into clear, actionable insights for both your team and company leadership.
Ensure Tixr Studio, HubSpot, Notion, and related tools are consistently maintained with accurate, up-to-date account information.
Act as the internal voice for your portfolio, advocating for client needs and surfacing recurring themes to inform product and strategy decisions.
Partner with cross-functional teams to align on shared priorities and ensure your clients' commitments are properly documented, and when appropriate, resourced.