Account Director

CommerceIQ is building the AI platform that runs commerce for the world's largest brands. The Account Director will be a strategic leader responsible for driving customer satisfaction, adoption, and retention, requiring a deep understanding of the Retail and CPG industries and exceptional project management skills.

Responsibilities:

• Own the overall CIQ account strategy, planning, and executive engagement cadence
• Deepen CIQ’s strategic partnership with customers through business reviews and use-case workshops that tie product capabilities to measurable business outcomes
• Track value realization on your accounts and proactively identify new opportunities to expand engagement and impact
• Go beyond surface-level issues to uncover customers’ root business challenges and desired outcomes
• Translate complex needs into clear, actionable solutions and scalable frameworks
• Identify and lead internal initiatives to continuously improve customer success processes
• Build and maintain multi-threaded, VP+ relationships across customer organizations
• Engage as a trusted advisor, constructively challenging customers when necessary to align with optimal outcomes
• Lead executive-level business reviews and long-term strategic planning sessions
• Develop compelling value propositions that demonstrate clear ROI and business impact
• Independently lead renewals and negotiate contract terms, while identifying upsell and cross-sell opportunities
• Collaborate with sales account executives to align on customer goals and expansion opportunities
• Manage escalations and SLAs to preserve long-term customer trust
• Leverage analytical acumen to identify performance trends, uncover root causes, and recommend platform-driven solutions
• Use analytical frameworks to validate hypotheses, quantify ROI, and monitor account health
• Collaborate with product and data science teams to surface insights that influence roadmap prioritization and customer automation opportunities
• Champion usage within the customer base guiding teams on how to operationalize insights from CIQ’s AI-driven analytics
• Orchestrate cross-functional teams to deliver customer outcomes with excellence, even without direct authority
• Champion the customer’s voice internally, driving accountability and collaboration across functions
• Foster a culture where we win as a team, balancing empathy, clarity, and a results-oriented mindset
• Use data-driven insights to assess customer health, identify risk, and drive proactive engagement
• Implement scalable success plans that increase satisfaction, adoption, and retention
• Maintain a strong focus on product-enabled outcomes and quantifiable value creation
• Conduct regular and data-driven reviews of customer health
• Serve as a thought partner to customers, provide insights and guidance to both internal teams and customers
• Stay ahead of industry trends, competitive moves, and emerging technologies to anticipate customer needs and guide innovation