Director of Accounts

HIP • Cantonment, FL

2d • Remote

About The Position

ION is hiring a Director of Accounts to lead end-to-end account management and partner success across HIP and Neon Canvas, serving a large portfolio of dental and orthodontic practices. This is a leadership-of-leaders role rather than a day-to-day account management position. The Director will lead the account teams through a Senior and Team Lead structure, establish consistent operating standards across both brands while preserving their distinct service models, and own retention, expansion, renewals, service quality, partner support, onboarding, and function efficiency. The role reports to the COO and sits on the senior leadership team.

The Director will lead innovation and AI adoption across the account teams, including tools, workflows, and training for risk detection, call preparation, and follow-up. They will set standards for safe, high-quality AI use that preserve client trust. The role also includes personally working with a handful of the largest or highest-risk partners while Team Leads oversee other relationships.

This is a remote position, and candidates must be located in the United States. The schedule is 8 a.m.–5 p.m. CST, Monday through Friday. Compensation includes base pay plus variable compensation.

Requirements

• At least 3 years as a Director of Accounts, Partner Success leader, or equivalent at an agency or recurring-revenue business of similar size and scope, managing a book across 500+ accounts.
• Direct experience leading account or success teams across two brands or service models under one umbrella using a single operating standard.
• At least 6 years in account management, client success, or partner success, including at least 3 years leading people.
• At least 2 years leading other managers, such as Seniors or Team Leads, rather than only individual account managers.
• A portfolio-level gross and net revenue retention track record with measurable results, including an expansion, upsell, or renewal target owned and achieved.
• Experience setting performance benchmarks and managing variable compensation against them.
• Proven change-management ability and experience standardizing two teams.
• Excellent executive communication and stakeholder management skills.
• Ability to manage hard conversations and escalations confidently with practice owners, leadership, and sales.
• Demonstrated experience putting AI workflows into team use.

Nice To Haves

• Dental, orthodontic, or healthcare experience.

Responsibilities

• Own gross and net revenue retention across HIP and Neon Canvas, with net revenue retention as the primary metric to improve.
• Own upselling, upgrades, and renewals across both books, including growth paths between the brands and cross-selling each brand’s services to the other brand’s partners.
• Run both account teams under a shared pod structure, servicing standards, and scorecards while preserving their distinct service models.
• Analyze churn at the portfolio level and address its underlying causes.
• Own the escalation path and internal response standards, serving as the final escalation point before the COO or Founders.
• Own end-to-end servicing standards, including monthly partner calls, logging, follow-up, and outreach to non-responsive partners, supported by playbooks, scorecards, and quality assurance.
• Lead Partner Support and Onboarding and define its responsibilities so tactical work moves off account teams and new partners have a strong start.
• Set hiring standards, career ladders, book-load standards, and variable compensation tied to benchmarks; make promotion, development, and exit decisions.
• Partner with Finance on account-team efficiency and the relationship between retention and margin.
• Lead AI adoption across account teams, including tools, workflows, and training, and establish safe, high-quality usage standards.
• Hold regular one-on-ones with each Team Lead for coaching, scorecard review, and unblocking.
• Personally support a small number of the largest or highest-risk partners while Team Leads manage the remaining relationships.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Life insurance
• PTO eligibility after 90 days of hire: 10 vacation days during the first year of service, unlimited PTO starting in year two, flexible partial days, and sick/personal days.

What This Job Offers

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