Account Director

• Outset invented a better way to do research: AI-powered user interviews.
• Global brands like Hubspot, Microsoft, Uber and Nestle use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale.
• The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services. That's our opportunity.
• The raise follows a breakout year, with our business growing 8x as enterprise customers across industries adopt our category, AI‑moderated research, as the new standard for understanding people.
• We’re a tight-knit team serving some of the world’s largest enterprises.
• Serve as a strategic partner to executive stakeholders, guiding customers through adoption, expansion, and long-term success.
• Own commercial health across a portfolio of high-value accounts, driving renewals, upsells, and advocacy
• Develop account plans and success frameworks that align with customer business objectives.
• Partner with Sales to identify and close revenue expansion opportunities within existing accounts.
• Translate customer feedback into actionable input for Product and Engineering.
• Forecast retention and growth metrics, providing visibility into customer health and pipeline.
• 5–10+ years of customer success, account management, or consulting experience, with 2+ years managing strategic/enterprise accounts.
• Ability to travel 25% of the time for customer events, customer visits, and conferences.
• Proven success in driving renewals, expansions, and multi-threaded stakeholder relationships.
• Experience in a fast-paced SaaS or Series A/B startup environment.
• Exceptional communication, executive presence, and relationship-building skills.
• Strong analytical mindset with ability to tell a story with data.
• Ability to work cross-functionally and thrive in ambiguity.
• A proactive, ownership-driven mindset—comfortable balancing strategic and hands-on work.

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