Sr. Account Director, Enterprise (SaaS Customer Success)

As a Senior Account Director, you are a key leader within the Customer Success (CS) team, serving as the strategic partner and trusted advisor to our enterprise clients. You deeply understand your customers’ business objectives, ensuring they maximize the value of our platform while driving retention, renewals, and expansions. You work cross-functionally with Sales, Product, and Marketing to shape a world-class customer experience, positioning Interplay Learning as an indispensable partner in skilled trades and industrial workforce upskilling.

This role is fully remote but may require occasional travel for client meetings, industry events, and team collaboration. If you are local to Austin, there is the option to work in the office, but that’s up to you!

Our product:

Interplay Learning is the global leader in immersive, always-on skilled trades training. Our cutting-edge B2B career development platform accelerates workforce readiness by simplifying and scaling technical training for both new hires and experienced employees.

Why this position:

• Meaningful, impactful work
• Mission-driven company
• Career development in a dynamic, high growth environment
• Passionate, collaborative team
• Innovative product – EdTech, VR, AI

What you’ll do:

• Own and drive enterprise client success – Ensure high adoption, satisfaction, and retention.
• Develop strategic relationships – Engage with C-suite and senior stakeholders to align Interplay’s platform with their workforce objectives.
• Drive renewals and expansions – Lead renewal cycles and partner with Sales to identify and execute growth opportunities.
• Leverage data to tell a compelling story – Analyze usage trends, identify success stories, and conduct value-driven quarterly business reviews (QBRs).
• Mitigate risk and maximize value – Proactively identify risks and deploy strategies to ensure long-term customer success.
• Collaborate cross-functionally – Work closely with Sales, Product, and Marketing to influence customer strategy and roadmap.
• Ensure seamless onboarding and implementation – Partner with the CS Implementation team to drive smooth transitions for new customers.

Who you are: 

• A strategic relationship builder – Skilled at developing deep, value-driven relationships with executive-level stakeholders.
• A results-driven leader – Proven ability to drive retention, revenue expansion, and customer satisfaction.
• A data-driven storyteller – Adept at leveraging insights to influence decision-making and showcase platform value.
• A proactive problem solver – Able to anticipate challenges and implement strategic solutions.
• A cross-functional collaborator – Comfortable working with Sales, Marketing, and Product teams to drive customer success.
• Highly organized and adaptable – Thrive in a fast-paced SaaS environment, managing multiple priorities with precision.

Requirements:

• 7+ years experience in an Account Director, Senior Customer Success Manager, or Strategic Account Manager role.
• Proven success managing enterprise B2B customers in a SaaS or workforce training environment.
• Experience partnering with C-level executives and senior stakeholders to drive business outcomes.
• Strong track record of leading renewals, expansions, and upsell opportunities within a defined customer portfolio.
• Experience conducting data-driven QBRs and influencing customer strategy.
• Excellent communication, negotiation, and presentation skills.

• Candidates must be authorized to work in the United States for any employer without stipulations and be residents of the United States.
• We will ask you to record an intro video for our hiring team if your application looks like a potential match. Instructions will be sent after reviewing your application.