Director of Account Management (Enterprise and Strategic Partnerships)

Director, Account Management (Enterprise & Strategic Partnerships)

Kipsu is a growth stage Minneapolis-based technology company that has grown to over 120 employees. At Kipsu, we help service professionals Meet the Moment by partnering with some of the largest hospitality and healthcare brands in the world. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, data-driven performance metrics, sentiment analysis and workflow management. As one of the Twin Cities’ leading tech companies, Kipsu has cultivated a reputation for a strong company culture and is consistently recognized by the Star Tribune as a Top Workplace.

THE OPPORTUNITY

We’re looking for a Director of Account Management to own growth and retention outcomes for our most strategic enterprise relationships in hospitality, healthcare, and other industries. You’ll lead the organization responsible for both (1) executive/portfolio-level account management and (2) scaled property-level engagement and adoption across large, distributed customer portfolios.

This role is accountable for enterprise retention and expansion strategy, forecasting accuracy, executive relationships, and building the operating model that enables consistent value delivery at scale. You will partner closely with Sales, Product, Support, Finance, and Implementation to align customer outcomes with company strategy and to accelerate adoption across thousands of locations.

What Success Looks Like (Outcomes)

• Enterprise retention and growth - Strong NRR and renewal performance across the enterprise portfolio, with predictable execution and clear risk mitigation
• Scalable value delivery - Repeatable plays that translate corporate strategy into property-level adoption, measurable outcomes, and clear customer ROI
• Coordination with Sales on expansion motion- Increased footprint through strong coordination with the Sales team
• Executive trust and governance - High-trust executive relationships supported by strong operating rhythms (QBRs, escalations, roadmap alignment)
• A high-performing org - Strong leadership bench, consistent performance standards, effective coaching systems, and an operating model that scales
  
  
  

What You'll Do

• Lead and scale the Account Management organization
• Org leadership - Lead and develop managers and individual contributors across portfolio account management and property-level engagement functions
• Org design - Define team structure, role clarity, capacity models, and coverage strategy for large, complex customer portfolios
• Talent strategy - Hire, onboard, and retain top talent; build succession plans and a strong leadership bench
• Performance system - Establish performance standards (quality, activity, outcomes), coaching cadence, and disciplined operating rhythms across the org
• Own enterprise account strategy and portfolio execution
• Portfolio strategy - Set the retention and expansion strategy for enterprise and strategic partnership accounts, ensuring consistent execution through your leaders
• Account planning - Standardize enterprise account planning (stakeholder maps, success plans, rollout strategy, risk mitigation, expansion roadmap)
• Scaled adoption model - Ensure property-level engagement programs align to corporate goals and are executed consistently across regions and brands
• Risk leadership - Identify systemic risks early (product, process, support, adoption) and drive cross-functional mitigation plans
• Drive renewals, expansion, and commercial discipline
• Forecasting ownership - Own renewal and expansion forecasting rigor, accuracy, and weekly operating cadence with Sales/RevOps/Finance
• Commercial leadership - Partner on renewal strategy, pricing strategy, contract collaboration, and executive-level negotiations as needed
• Expansion engine - Define and operationalize expansion plays across enterprise portfolios, coordinating resources to execute consistently
• Lifecycle excellence - Ensure clean handoffs from implementation/onboarding into steady-state, and continuously improve time-to-value
• Lead executive governance and strategic stakeholder relationships
• Executive sponsorship - Serve as an executive sponsor for top strategic accounts; build durable trust across corporate leadership teams
• QBRs and steering - Set the governance model, narrative, and standards for executive communications, QBRs, and steering committees
• Escalation leadership - Own high-impact escalations end-to-end, coordinating internal teams, setting clear expectations, and driving resolution
• Strategic alignment - Align customer priorities with roadmap direction, ensuring structured feedback loops and clear customer communication
• Build the operating model and systems that enable scale
• Playbooks and standards - Create and refine playbooks for enterprise rollouts, adoption campaigns, executive storytelling, and risk management
• Metrics and insights - Establish dashboards and leading indicators (adoption, health, support trends, time-to-value) and drive action from insights
• Cross-functional operating rhythm - Create repeatable cadences with Product, Support, Engineering, and Implementation to reduce friction and improve outcomes
• Continuous improvement - Drive process and tooling improvements to enable scale across thousands of locations without sacrificing customer experience
  
  
  

Required

WHAT WE’RE LOOKING FOR

• 8 years in Customer Success, Account Management, Strategic Partnerships, or related customer-facing roles in B2B SaaS
• 4 years leading teams, including experience managing managers (strongly preferred)
• Proven experience owning outcomes for large enterprise accounts in complex stakeholder environments
• Strong commercial acumen across renewals, expansion motions, forecasting, and contract collaboration
• Executive-level communication skills - written, verbal, and QBR/presentation leadership
• Demonstrated ability to drive execution across cross-functional teams and influence without formal authority
• Strong analytical fluency - builds narratives from metrics, dashboards, and customer trends
  
  
  

Preferred

• Experience with multi-location or franchise/portfolio business models (hospitality, retail, multi-family, etc.)
• Experience supporting strategic partner programs (brand-level agreements, corporate rollouts, integrations)
• Familiarity with tools like Salesforce, Jira, and Asana
• Experience leading change management and adoption at scale
  
  
  

Physical Job Requirements & Work Environment

• This role is primarily based in our office and includes regular, on-site time to support collaboration, connection, and shared problem-solving.
• In this role, you’ll engage in day-to-day work that may include:
• Communicating and collaborating with teammates and/or customers through conversation, meetings, and digital tools
• Interacting with information in a variety of formats, including written, visual, and verbal
• Using standard office and technology tools to complete work effectively
• Spending time working at a desk and occasionally moving around the office to connect with others
• We’re committed to building an inclusive workplace. Reasonable accommodations are available to support team members in performing the essential responsibilities of the role.
  
  
  

What Makes Kipsu Different

• We’re a solid, stable company, and we enthusiastically embrace our founding startup spirit– everyone pitching in and working to the same goals.
• Our culture– We have a team of highly motivated colleagues who are all in it together. We all succeed as one, and we all learn from our mistakes holding our interdependence in high regard.
• Our unique philosophy– we bootstrapped this company ourselves and are in it for the long-term. There is a distinct sense of purpose and ownership at Kipsu as we do things on our own terms.
• Remarkable growth– with nearly a decade of advancement, we continue to accelerate. It’s an exciting time to be here.
  
  
  

WHY YOU’LL LOVE IT HERE

• Unity– Everyone here is committed to the same mission. Our core values are not platitudes but our pact. We believe in the best in each other while always reaching to be better.
• Transparency– Our leadership gets into the details. We all gather for weekly space to discover how each team is doing so that we have a full understanding of the business and think like a CEO.
• Trust– Our team members are given the trust and license to excel at their jobs, and are supported along the way to continuously grow.
• Mentorship - We all have more to learn and something to teach. The lessons are beyond technical. We celebrate our busy hive of shared growth.
• Respect– Our success and future as an industry leader depend on actionable commitment to cultivating a diverse and equitable team. Everyone here has a voice that is heard and respected. We seek open and honest conversation on our journey to be active stewards of our shared communities.
• Purpose– Everyone here is closely connected to the result of their work. Every day our team gets to see the impact of what they do enhancing the value of our customers’ work in their own professions. Our goals are explicitly tethered to our mission of building relationships.
  
  
  

We are proud to offer a competitive suite of benefits including: health insurance, dental insurance, vision insurance, 401K with a company match, unlimited/responsible vacation time, life insurance, flex spending account, and commuter benefits.

The pay range for this role is $105,000- $130,000/yr

One last thing – At Kipsu, we believe that our values, success, and future as a leader in our industry require a vibrant and diverse workforce. This is one of the many challenges we seek to solve, and we are intentional and active in recruiting talent of all identities and building an environment that is inclusive of all backgrounds. We need your contribution to our team. Please consider rolling up your sleeves and joining us on our journey.