[Remote] Director of Accounts

Note: The job is a remote job and is open to candidates in USA. ION is hiring a Director of Accounts to lead account management and partner success across HIP and Neon Canvas. The role owns retention, expansion, renewals, service standards, onboarding, team leadership, and AI adoption across a large portfolio of dental and orthodontic practices.

Responsibilities

• Own gross and net revenue retention across HIP and Neon Canvas, with net revenue retention as your number to move
• Own upsell, upgrade, and renewals across both books, including the growth path between the two brands and cross-sell of each brand's services into the other's book
• Run both account teams under one pod structure, servicing standards, and scorecards, without blending their distinct service models
• Diagnose churn at the portfolio level and fix the pattern behind it, instead of saving accounts one at a time
• Own the escalation path and internal response standards, and serve as the final escalation point before the COO or Founders
• Own the servicing standard end-to-end (monthly partner calls, logging, follow-up, and outreach to non-responsive partners), backed by playbooks, scorecards, and QA
• Lead Partner Support and Onboarding, and shape what it owns so tactical work moves off the account teams, and every new partner starts strong
• Own the hiring bar, the ladder (Account Manager, Senior, Team Lead), book-load standards, and variable comp tied to real benchmarks; make the promotion, development, and exit decisions that follow
• Partner with Finance on account-team efficiency and how retention connects to margin
• Lead AI adoption across the account teams, tools, workflows, and training, and set the standard for safe, high-quality use so speed never comes at the cost of client trust
• Run 1:1s with each Team Lead for coaching, scorecard review, and unblocking; personally work the handful of largest or highest-risk partners while the leads own the rest

Skills

• You've run an account management or partner success function at a similar-size agency or recurring-revenue business, owning a book across 500-plus accounts, and can hit the ground running from day one
• You've personally led account teams across two brands or service models under one umbrella, and can speak to how you built one standard without flattening them into one model
• You're a leader of leaders, not just a leader of account managers; you know how to hire, level, coach, and hold Seniors and Team Leads accountable
• You think in retention rates, book loads, and scorecards, and you can spot where a portfolio is at risk before it shows up as churn
• You're commercially literate; expansion, renewals, payroll-to-billings, and margin aren't foreign concepts; they're how you already think about the function
• You're steady in the room with practice owners, leadership, and sales, and you can handle hard conversations or escalations with confidence
• You're genuinely AI-forward; you've put real AI workflows in your team's hands, not just followed the trend
• You hold your Team Leads to a high bar because you hold yourself to one
• 3+ years as a Director of Accounts, Partner Success, or equivalent at an agency or recurring-revenue business of similar size and scope, managing a book across 500+ accounts
• Direct experience running account or success teams across two brands or service models under one umbrella on a single operating standard
• 6+ years in account management, client success, or partner success, including 3+ years leading people
• 2+ years leading other managers (Seniors or Team Leads), not only individual account managers
• A portfolio-level retention track record (GRR and NRR) you can put numbers to, including an expansion, upsell, or renewal number you carried and hit
• Experience setting performance benchmarks and running variable compensation against them
• Proven change-management ability and experience standardizing two teams
• Excellent executive communication and stakeholder management skills
• Dental, orthodontic, or healthcare experience

Benefits

• Variable compensation
• 401(k) matching
• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance
• PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days, and sick/ personal days)
• Remote position (must be located in the US)

Company Overview