Financial Account Manager

HIP · Remote, United States

ION is looking for a Director of Accounts to own end-to-end account management and partner success across HIP and Neon Canvas, including retention, expansion, and renewals, service standards, and partner support and onboarding, for a large portfolio of dental and orthodontic practices. If youve led an account function at scale, unified two brands under one operating model, and want a seat where you set the standard instead of following one, we want to talk to you.
This is not a day-to-day account management role.
The best fit has run an account management or partner success function at a similarly sized agency or recurring-revenue business, owning a book of business across 500+ accounts, and has personally run two brands or service models under one umbrella on a single operating standard. your Team Leads, Practice Growth Advisors, and Account Managers own those relationships. As Director of Accounts, youll lead the account teams across both brands (Practice Growth Advisors at HIP, Account Managers at Neon Canvas) through a Senior and Team Lead ladder, run both under one consistent standard without blending their distinct service models, and own gross and net revenue retention, expansion and renewals, and the efficiency of the function. Youll also own innovation for the seat, making the account teams leaders in AI adoption for risk detection, call prep, and follow-up. Own gross and net revenue retention across HIP and Neon Canvas, with net revenue retention as your number to move.
Own upsell, upgrade, and renewals across both books, including the growth path between the two brands and cross-sell of each brands services into the others book.
Run both account teams under one pod structure, servicing standards, and scorecards, without blending their distinct service models.
Diagnose churn at the portfolio level and fix the pattern behind it, instead of saving accounts one at a time.
Own the escalation path and internal response standards, and serve as the final escalation point before the COO or Founders.
Own the servicing standard end-to-end (monthly partner calls, logging, follow-up, and outreach to non-responsive partners), backed by playbooks, scorecards, and QA.
Lead Partner Support and Onboarding, and shape what it owns so tactical work moves off the account teams, and every new partner starts strong.
Own the hiring bar, the ladder (Account Manager, Senior, Team Lead), book-load standards, and variable comp tied to real benchmarks; Partner with Finance on account-team efficiency and how retention connects to margin.
Lead AI adoption across the account teams, tools, workflows, and training, and set the standard for safe, high-quality use so speed never comes at the cost of client trust.
personally work the handful of largest or highest-risk partners while the leads own the rest.
Youve run an account management or partner success function at a similar-size agency or recurring-revenue business, owning a book across 500-plus accounts, and can hit the ground running from day one.
Youve personally led account teams across two brands or service models under one umbrella, and can speak to how you built one standard without flattening them into one model.
Youre a leader of leaders, not just a leader of account managers; You think in retention rates, book loads, and scorecards, and you can spot where a portfolio is at risk before it shows up as churn.
expansion, renewals, payroll-to-billings, and margin arent foreign concepts; 3+ years as a Director of Accounts, Partner Success, or equivalent at an agency or recurring-revenue business of similar size and scope, managing a book across 500+ accounts.
~ Direct experience running account or success teams across two brands or service models under one umbrella on a single operating standard.
~6+ years in account management, client success, or partner success, including 3+ years leading people; dental, orthodontic, or healthcare experience is a plus.
~2+ years leading other managers (Seniors or Team Leads), not only individual account managers.
~ Experience setting performance benchmarks and running variable compensation against them.
~ Dental Insurance
~ Health Insurance
~ Life Insurance
~ PTO eligibility after 90 days of hire (10 vacation days the first year of service, unlimited PTO starting year two, flexible partial days, and sick/ personal days)
~ Remote position (You MUST be located in the US.)

Monday to Friday