Account Director, Industrial (SaaS Customer Success)

Position: Account Director, Industrial

As an Account Director, you are a key leader within the Customer Success (CS) team, serving as the strategic partner and trusted advisor to our clients. You deeply understand your customers’ business objectives, ensuring they maximize the value of our platform while driving retention, renewals, and expansions. You work cross-functionally with Sales, Product, and Marketing to shape a world-class customer experience, positioning Interplay Learning as an indispensable partner in skilled trades and industrial workforce upskilling.

In this role, you will manage a multi-million dollar book of business in the Industrial sector. Types of accounts include Industrial Maintenance, Manufacturing, Distribution & Warehousing, Utilities and Crane & Rigging.

This role is fully remote but may require occasional travel for client meetings, industry events, and team collaboration. If you are local to Austin, there is the option to work in the office, but that's up to you!

Our product:

Interplay Learning is the global leader in immersive, always-on skilled trades training. Our cutting-edge B2B career development platform accelerates workforce readiness by simplifying and scaling technical training for both new hires and experienced employees.

Why this position:

• Meaningful, impactful work
• Mission-driven company
• Career development in a dynamic, high growth environment
• Passionate, collaborative team 
• Innovative product - EdTech, VR, AI

What you’ll do:

• Own and drive client success – Ensure high adoption, satisfaction, and retention.
• Develop strategic relationships – Engage with C-suite and senior stakeholders to align Interplay’s platform with their workforce objectives.
• Drive renewals and expansions – Lead renewal cycles and partner with Sales to identify and execute growth opportunities.
• Leverage data to tell a compelling story – Analyze usage trends, identify success stories, and conduct value-driven quarterly business reviews (QBRs).
• Mitigate risk and maximize value – Proactively identify risks and deploy strategies to ensure long-term customer success.
• Collaborate cross-functionally – Work closely with Sales, Product, and Marketing to influence customer strategy and roadmap.
• Ensure seamless onboarding and implementation – Partner with the CS Implementation team to drive smooth transitions for new customers.

Who you are: 

• A strategic relationship builder – Skilled at developing deep, value-driven relationships with executive-level stakeholders.
• A results-driven leader – Proven ability to drive retention, revenue expansion, and customer satisfaction.
• A data-driven storyteller – Adept at leveraging insights to influence decision-making and showcase platform value.
• A proactive problem solver – Able to anticipate challenges and implement strategic solutions.
• A cross-functional collaborator – Comfortable working with Sales, Marketing, and Product teams to drive customer success.
• Highly organized and adaptable – Thrive in a fast-paced SaaS environment, managing multiple priorities with precision.

Requirements:

• 7+ years experience in an Account Director, Senior Customer Success Manager, or Strategic Account Manager role.
• Proven success managing enterprise B2B customers in a SaaS or workforce training environment.
• Industrial segment experience preferred.
• Experience partnering with C-level executives and senior stakeholders to drive business outcomes.
• Strong track record of leading renewals, expansions, and upsell opportunities within a defined customer portfolio.
• Experience conducting data-driven QBRs and influencing customer strategy.
• Excellent communication, negotiation, and presentation skills.

• Candidates must be authorized to work in the United States for any employer without stipulations and be residents of the United States.
• We will ask you to record an intro video for our hiring team if your application looks like a potential match. Instructions will be sent after reviewing your application.

Please note, the company conducts background checks after extending offers of employment. These screenings are performed by third-party specialists. All roles require I-9 verification, E-Verify, a background check, and a drug and alcohol test (subject to applicable federal and individual state regulations). Additionally, depending on the position, candidates may undergo employment history verification, DMV record check, reference checks, education and credential verification, and a credit history review.

Pay: Base Salary up to $135k, depending on experience + 20% Annual Bonus eligibility.  This position is also eligible for Commission pay on expansion/upsells.

Why you’ll love working with us:

• Remote-first & flexible hours – Offices in Austin, TX; Deer Park, TX; Woodland, WA; and Cleveland, OH.
• Learning & growth – Annual learning reimbursement.
• Family-friendly policies – Support for work-life balance.
• Generous time off – 3 weeks PTO, 1 week Winter Break, holidays, and sick days.
• Comprehensive benefits – Medical, vision, dental, and 401(k) match.
• Equity – Private Company Equity Options 
• Wellness – Mental and physical health resources and social events.

 Join us and grow with a team that values you! 

Diversity Statement

At Interplay Learning, diversity and inclusion are fundamental to who we are and how we operate our business. We’re building a diverse workforce that cultivates and supports all individuals for the betterment of each other, our company, and our customers. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Interplay Learning commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.

We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Interplay Learning is an equal opportunity employer and welcomes everyone to our team. If you need any reasonable accommodation at any point in the application or interview process, please let us know.

Equal Employment Opportunity

Interplay Learning is committed to providing equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state and local laws.

As a federal contractor, Interplay Learning takes affirmative action to employ and advance employment of individuals with disabilities and protected veterans.

Interplay Learning does not discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.

Drug Testing & Background Testing

The company conducts background checks after extending offers of employment. These screenings are performed by third-party specialists. All roles require I-9 verification, E-Verify, a background check, and a drug and alcohol test. Additionally, depending on the position, candidates may undergo employment history verification, DMV record check, reference checks, education and credential verification, and a credit history review.