ChowNow
restaurant technology
Director,AccountManagement
Neural analysis suggests this role is
optimal for Director candidates.
“Director, Account Management at ChowNow. Skills: Account Management, Customer Success, post-sale revenue, NRR, GRR, churn reduction, expansion, product adoption, forecasting, leadership. Owning gross and net revenue retention across ChowNow's restaurant base. building a predictable, forecastable retention and expansion engine”
What You'll Achieve.
Owning gross and net revenue retention across ChowNow's restaurant base; building a predictable, forecastable retention and expansion engine; accountable for the activation and adoption of new products; ensuring customers realize value quickly and the revenue follows; building the playbooks, team structure, and operating cadence needed to scale a modern Account Management function; Driving measurable lifts in product adoption and value realization; Running a weekly forecast cadence covering renewals, churn risk, and expansion deliver against forecast with the discipline and accuracy leadership can rely on; Delivering a comprehensive Account Management strategy — covering NRR, GRR, churn, expansion, and adoption — with quarterly targets and the operating plan to hit them
Industry & Context.
Surfacing the top systemic drivers of churn and downgrade to the executive team, with a prioritized cross-functional remediation roadmap spanning Product, Onboarding, Pricing, and Support
This is a remote role based in the United States., ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages.
What They're Looking For.
Must Have
8+ years in Account Management, Customer Success, or post-sale revenue, 4+ years directly managing experience managing managers, Proven ownership of NRR and GRR in a SaaS or subscription business, direct accountability for both assisting with expansion (cross-sell/upsell) and churn reduction, Experience running renewal motions across multiple contract types — annual (negotiation, uplift, multi-touch cycles) and monthly (retention, engagement, downgrade prevention), A track record of building account health scoring, early warning systems, and save playbooks that produced measurable churn reduction, forecasting you can build a renewal and expansion forecast leadership can plan against and deliver against it consistently, Demonstrated success driving product adoption and value realization at scale, in partnership with Marketing, Product, and Lifecycle teams, Data-fluency expertise in retention metrics (NRR, GRR, logo/dollar churn, expansion ARR, adoption, health scoring) and able to translate them into action, cross-functional leadership, especially with Sales, Marketing, Product, Finance, and Billing, Excellent executive able to present strategy, forecasts, and results clearly to senior leadership, A customer-obsessed with a hospitality mindset, balanced with the commercial discipline to drive predictable revenue outcomes
Nice to Have
Restaurant industry, restaurant technology or related experience
What You'll Do.
Owning gross and net revenue retention across ChowNow's restaurant base
building a predictable
forecastable retention and expansion engine
Leading and developing a team of managers and individual contributors
building the coaching
and structure needed to scale Account Management
Building and operationalizing the renewal motion for annual contracts (proactive outreach
uplift) and the retention motion for monthly customers (engagement
downgrade prevention)
Designing and deploying cross-sell and upsell plays mapped to ChowNow's product suite
Building and maintaining an account health framework that flags at-risk customers early
triggers consistent save motions
Driving measurable lifts in product adoption and value realization in partnership with Marketing
Running a weekly forecast cadence covering renewals
and expansion deliver against forecast
Surfacing the top systemic drivers of churn and downgrade to the executive team
with a prioritized cross-functional remediation roadmap
Partnering closely with Sales
and Billing to align on customer lifecycle ownership
and retention strategy
Delivering a comprehensive Account Management strategy — covering NRR
and adoption — with quarterly targets and the operating plan to hit them
How You'll Work.
Team & Collaboration
partnering with Sales to drive expansion through cross-sell and upsell; partnering with Marketing, Product, and Lifecycle teams; Partnering closely with Sales, Marketing, Product, Finance, and Billing to align on customer lifecycle ownership, expansion handoffs, and retention strategy
Communication Scope
Excellent executive able to present strategy, forecasts, and results clearly to senior leadership
Process & Methodology
building playbooks, team structure, operating cadence, prioritized cross-functional remediation roadmap, operating plan
Full Job Description
## Description About Us: ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms. We support over 20,000 restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash. Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy. About the Position: The Director of Account Management leads ChowNow's post-sale revenue engine — owning renewal and retention across our restaurant base, partnering with Sales to drive expansion through cross-sell and upsell, and reactivating churned customers through a structured winback motion. You'll be accountable for the activation and adoption of new products as ChowNow's suite continues to grow, ensuring customers realize value quickly and the revenue follows. This is a transformational role. ChowNow is in an exciting phase of new product launches and an evolving go-to-market motion, and we're looking for a leader who can act as a change agent — building
Applying for this Director, Account Management role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Lever
- Lever uses a streamlined one-page form — apply in under 5 minutes.
- LinkedIn import works well; review parsed data before submitting.
- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
ANONYMOUS · UNFILTERED
What do employees actually say about ChowNow?
Real rants from real employees. Read before you apply.