Director, Partner Growth & Strategy

Classification: Exempt (Salaried)
Reports to: SVP Business Development
Role Summary

inKind is looking for a Director of Partner Growth & Strategy to build the strategy, systems, technology, and playbooks that power our Account Management organization.

Our Account Managers own relationships with inKind's restaurant partners and play a critical commercial role-helping partners maximize their relationship with inKind, secure additional funding, add locations, renew, and grow over time. Account Managers report directly to our Regional Sales Managers, giving them strong day-to-day sales leadership, coaching, and support.

This role is designed to complement that structure.

The Director of Partner Growth & Strategy will not directly manage the Account Management team. Instead, this person will own how Account Management works: developing the processes, sales methodologies, technology, data, training, product improvements, and partner experiences that allow our Account Managers to become more effective and our restaurant partnerships to become more valuable over time.

This is a highly cross-functional role sitting at the intersection of Sales, Account Management, Product, Operations, and Technology.

The right person will approach Account Management not simply as a relationship-management function, but as a scalable growth engine. They will constantly ask: What are our best Account Managers doing differently? How do we turn that into a repeatable process? What should we automate? What should we build? What data should trigger action? And how do we make every Account Manager better?
What You'll Own
Build the Account Management Operating System

Develop and continuously improve the processes, tools, and methodologies used across the Account Management organization.

Create repeatable playbooks for key partner growth motions, including:

• Renewals
• Additional funding
• New and sister-location expansion
• Partner referrals
• Slow-redemption intervention
• High-performing partner expansion
• At-risk partner recovery
• Adoption of new inKind products and offerings

Define the triggers, data, messaging, collateral, objection handling, workflows, and expected outcomes associated with each motion.

Identify what our highest-performing Account Managers do differently and turn those behaviors into repeatable practices across the organization.
Own the Partner Lifecycle

Design the ideal restaurant partner journey from initial funding through onboarding, activation, growth, additional funding, renewal, and expansion.

Determine which partner interactions should be relationship-driven, technology-enabled, or fully automated.

Build proactive, data-driven engagement strategies so Account Managers know which partners need attention, why they need attention, and the highest-value action to take next.

Partner with Sales and Operations leadership to continuously reduce friction throughout the partner lifecycle.
Improve Account Management Sales Effectiveness

Build the sales methodology used by Account Managers to sell renewals, additional funding, additional locations, and other products.

Develop pitch frameworks, business reviews, partner-facing materials, objection-handling guides, and other tools that increase conversion.

Partner with Regional Sales Managers to identify coaching opportunities and translate successful field tactics into organization-wide best practices.

Design training and certification programs that continually improve Account Manager commercial capabilities.

Develop structured experiments to test new messaging, offers, processes, and sales techniques-and scale what works.
Drive Technology & Automation

Partner with Product, Engineering, Salesforce, and Operations teams to make Account Management increasingly technology-enabled and scalable.

Identify manual activities that can be automated or moved into self-service experiences.

Help develop systems that proactively identify opportunities and risks across the restaurant portfolio, including:

• Partners eligible for additional funding
• Upcoming renewal opportunities
• Newly opened or missing locations
• Changes in redemption or sales pacing
• At-risk accounts
• Expansion opportunities
• Partners requiring intervention

Help define the vision for an Account Management "cockpit" that allows each AM to quickly understand where to focus their time and what action to take.
Help Shape the Partner Product

Serve as a structured voice of the restaurant partner within inKind.

Develop systems for capturing and categorizing partner feedback, objections, product requests, and operational friction.

Partner closely with Product leadership to translate restaurant feedback and Account Manager insights into actionable product opportunities.

Play a key role in shaping the continued development of the inKind Partner Portal and other restaurant-facing technology.

Use data to quantify partner friction and product opportunities rather than relying solely on anecdotal feedback.
Build the Measurement Framework

Develop the KPIs and reporting required to understand Account Management effectiveness and partner health.

Measure performance across areas such as:

• Renewal rate
• Incremental funding
• Location expansion
• Partner engagement
• Funding eligibility and conversion
• Credit pacing
• Time from opportunity identification to close
• Portfolio growth
• Partner retention

Create visibility into performance across Account Managers, regions, partner segments, and lifecycle stages.

Use these insights to identify opportunities for improvement in people, process, product, and technology.
How You'll Work

This role will operate as the connective tissue between our Account Managers and the teams building the systems around them.

Regional Sales Managers will continue to own the day-to-day management, coaching, and commercial performance of Account Managers.

You will own the system in which they operate.

You will spend time with Account Managers understanding what happens in the field, with Sales leaders understanding what drives conversion, with Product understanding what we can build, with Operations understanding what we can automate, and with data identifying where the biggest opportunities exist.

Your job is to turn those insights into measurable improvements.
What Success Looks Like

Within your first year, we expect to see:

• A clearly defined Account Management methodology and partner lifecycle
• Repeatable playbooks for our major renewal and expansion motions
• Better visibility into partner health and growth opportunities
• Increased renewal and additional-funding conversion
• Faster identification and pursuit of expansion opportunities
• More consistent performance across Account Managers
• Increased Account Manager capacity through automation and self-service
• A stronger feedback loop between restaurant partners, Account Management, and Product
• Meaningful improvements to our Partner Portal and internal Account Management technology
• A culture of continuously testing, measuring, and improving how we grow existing restaurant partnerships

What We're Looking For

We're looking for someone who combines the commercial instincts of a sales leader with the systems thinking of a product or operations leader.

The ideal candidate:

• Has experience building or scaling Account Management, Customer Success, Revenue Operations, Sales Strategy, Partner Growth, or similar functions
• Has a strong understanding of B2B sales and expansion motions
• Is highly analytical and comfortable using data to diagnose problems and identify opportunities
• Has experience developing sales processes, playbooks, and training
• Understands CRM systems, sales automation, and workflow design
• Has experience partnering with Product and Engineering teams
• Can translate frontline customer feedback into scalable product and process improvements
• Is comfortable designing and running experiments
• Has exceptional cross-functional leadership skills
• Is equally comfortable talking to an Account Manager about objection handling and a Product Manager about workflow automation
• Has a strong bias toward action and measurable outcomes

Experience in restaurants, hospitality, fintech, payments, marketplaces, SaaS, or other multi-location businesses is a plus.
The Person Who Will Thrive Here

You are probably not someone who is satisfied simply managing an existing Account Management playbook.

You want to build a better one.

When one Account Manager significantly outperforms another, you want to understand why.

When Account Managers repeatedly perform the same manual task, you want to understand why it isn't automated.

When restaurant partners repeatedly raise the same objection, you want to understand whether we should change the pitch, change the process, or change the product.

And when something works, you want to figure out how to make it work across the entire organization.

This is an opportunity to build the infrastructure behind a rapidly growing restaurant partner network and help define how inKind manages, grows, and serves those partnerships at scale.