Director of Account Health and Retention

Diesel Laptops is seeking a Director of Account Health and Retention to own the success, adoption, and retention of our strategic Diesel Priority accounts. This role serves as the single point of accountability for post-sale account health and acts as a cross-functional leader coordinating efforts across Sales, Support, Product, Training, Procurement, Accounting, and Operations.

This is not a sales role. The Director is responsible for protecting revenue through proactive engagement, executive-level communication, structured health monitoring, and renewal readiness.

Essential Duties and Responsibilities

• Serve as the single point of contact for assigned strategic accounts following sale and onboarding.

• Own the overall health, engagement, and retention strategy for Diesel Priority customers.

• Lead structured customer engagement cadence including transition calls, ongoing touchpoints, and Quarterly Business Reviews with executive stakeholders.

• Monitor account performance using defined KPIs related to support responsiveness, product usage, adoption, and escalation trends.

• Identify early warning signals for churn or dissatisfaction and lead mitigation efforts across internal teams.

• Coordinate cross-functionally to ensure timely resolution of customer issues and follow-through on commitments.

• Maintain detailed issue logs with owners, timelines, and documented outcomes.

• Drive customer adoption by coordinating training sessions, promoting new features, and sharing targeted enablement resources.

• Act as the Voice of the Customer by capturing feedback and translating it into actionable insights for Product and Content teams.

• Partner with Finance and Sales Operations to monitor contract alignment, renewals, invoice aging, and account hygiene.

• Produce concise internal reporting and executive summaries using Salesforce and Power BI dashboards.

• Ensure renewal readiness with no surprise churn by maintaining consistent visibility and accountability.

Success Metrics

• Achievement of customer renewal targets.

• Completion of Quarterly Business Reviews with decision-maker attendance.

• Measurable improvements in product adoption and support KPIs.

• Reduction in ticket aging, escalations, and unresolved issues.

• Clear, consistent executive reporting with actionable insights.

• 4 to 8 years of experience in Customer Success, Account Management, Program Management, or a related B2B role.

• Experience supporting complex environments involving SaaS, hardware, or technical products.

• Strong analytical skills with the ability to interpret dashboards and present insights clearly.

• Hands-on experience with Salesforce and ticketing systems. Power BI experience preferred.

• Proven ability to communicate effectively with executive-level customers and internal leadership.

• Strong organizational skills with a bias toward action and accountability.

• Industry familiarity with heavy-duty, commercial truck, off-highway, or diagnostic environments is a plus but not required.

• Ability to work collaboratively across departments.