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Outset has invented AI-powered user interviews, enabling global brands like HubSpot, Microsoft, Uber, and Nestle to conduct qualitative research at unprecedented speed and scale. The research industry exceeds $140B and is ripe for disruption—incumbents are slow and expensive. Outset raised a $30M Series B in December 2025 (led by Radical Ventures, with participation from M12, 8VC, Y Combinator, and Adverb Ventures) and grew 8x in the past year as enterprises adopt AI-moderated research as the new standard.
As an Account Director, you will own relationships with strategic enterprise and mid-market customers, serving as a trusted advisor to ensure they achieve maximum value from the platform while identifying growth and partnership opportunities. You will collaborate closely with Product, Sales, and Marketing to influence roadmap priorities and expand Outset's footprint within key accounts.
Key responsibilities include:
- Serving as a strategic partner to executive stakeholders, guiding customers through adoption, expansion, and long-term success
- Owning commercial health across a portfolio of high-value accounts, driving renewals, upsells, and advocacy
- Developing account plans and success frameworks aligned with customer business objectives
- Partnering with Sales to identify and close revenue expansion opportunities within existing accounts
- Translating customer feedback into actionable input for Product and Engineering
- Forecasting retention and growth metrics, providing visibility into customer health and pipeline
Requirements:
- 5–10+ years of customer success, account management, or consulting experience, with 2+ years managing strategic/enterprise accounts
- Ability to travel 25% of the time for customer events, visits, and conferences
- Proven success in driving renewals, expansions, and multi-threaded stakeholder relationships
- Experience in a fast-paced SaaS or Series A/B startup environment
- Exceptional communication, executive presence, and relationship-building skills
- Strong analytical mindset with ability to tell a story with data
- Ability to work cross-functionally and thrive in ambiguity
- Proactive, ownership-driven mindset—comfortable balancing strategic and hands-on work
