Strategic Account Director

Company Description

SmartRecruiters powers Superhuman Hiring™ by freeing talent acquisition teams from legacy applicant tracking software and equipping them with next-gen AI functionality. SmartRecruiters’ platform serves as the hiring operating system for 4,000 customers, including Bosch, LinkedIn, and Visa. Companies with business-critical hiring needs turn to SmartRecruiters for best-of-breed functionality, world-class support, and a robust ecosystem of third-party applications and service providers.

We are a values-driven, globally focused tech employer with strong financial backing. By solving the biggest problems, we focus our efforts on what matters most, driving real impact for our organization and customers. For the past three years, we’ve been recognized as a strategic leader in recruitment technology by Fosway Industry Analysts. In 2023 and 2024, we received prestigious awards from Comparably for being a top company for Women, Perks, and Benefits, Work-Life Balance, Happiness, Compensation, Diversity, Culture, and Company Outlook.

At our core, we commit and dig deep, embracing challenges with grit, curiosity, and a drive for excellence. We foster a collaborative and inclusive work environment, where trust and determination bring us together – because together, we will win. With competitive salaries and strong internal mobility, we ensure that high performers have meaningful growth opportunities. Our remote-friendly culture is welcoming, respectful, and built to empower every team member to thrive.

Job Description

The Strategic Accounts Director will work closely with the VP of Customer Success and be dedicated to managing and growing our largest and most complex global customer relationships.

This senior role is critical in driving strategic value, ensuring executive alignment, and delivering measurable outcomes for our enterprise clients. Acting as the primary executive point of contact, the Strategic Account Director will sit across supporting functions—including Customer Success, Account Management, Managed Services, Product, Support, and Implementation—to orchestrate a seamless customer experience and strengthen long-term partnerships.

In this role you will own a small portfolio of SmartRecruiters’ most strategic relationships. Key responsibilities include establishing a trusted, strategic advisor relationship with each customer by building long-term relationships with senior leadership contacts and deeply understanding their strategy and goals. In addition, building annual strategic plans that advance the customer’s partnership with us, communicating SmartRecruiter’s value, optimizing the use of the system, identifying add-on opportunities and delivering market-leading renewal rates.

Key Responsibilities

• Serve as the primary executive contact for a portfolio of large, global strategic accounts,ensuring strong customer satisfaction, retention, and growth.
• Assume overall responsibility for adoption and success to ensure customer satisfaction by preventing and resolving critical issues and escalations.
• Act as a strategic advisor to customer leadership, aligning our solutions to their business priorities and long-term objectives.
• Provide proactive recommendations for account success and find creative solutions to any challenges that may arise.
• Orchestrate collaboration across internal teams—including Customer Success, Account Management, Managed Services, Support, and Implementation—to deliver a unified customer experience.
• Lead and influence executive-level business reviews, success planning, and joint roadmaps that drive measurable customer outcomes.
• Apply strong data and analytical skills to monitor account health, identify risks/opportunities, and drive actionable insights.
• Represent the customer’s voice internally, influencing product development, service innovation, and business strategy.
• Drive renewal and expansion strategies in partnership with Sales leadership.
• Ensure governance and executive alignment with global stakeholders across multiple regions and business units.

Qualifications

• 8+ years of customer success experience in enterprise software or SaaS organization with accounts > $1m ARR and total books of business > $10m.
• Proven track record of driving issues to resolution and advocating on behalf of a customer.
• Expert time management, organisational and prioritisation skills.
• Deep data analysis skills are essential.
• Experience of working with global enterprise customers.
• Strong knowledge of cloud architecture and IT landscape.
• Extensive experience in consulting and implementation of IT systems, preferably cloud service.
• Previous Project Management experience is highly desirable.
• Knowledge of HR or Talent Acquisition is essential.
• Experience of working with Applicant tracking systems and recruitment technology is an advantage.
• Demonstrated ability to plan and execute against customer priorities and expectations
• Experience in process improvement, decision making, managing processes, planning, developing standards, and service excellence.
• Previous experience of working with a franchise model is a significant advantage
• Experience with SaaS solutions such as Salesforce is preferred.
• Available to travel up to 35%

Additional Information

SmartRecruiters strives to offer equitable and engaging compensation to our employees across the globe as we always seek to attract, motivate, and retain the right talent. We utilise a data-driven approach in order to remove biases in our decisions.