Strategic Account Director, Franchise (US)Own the strategic future of Harri's most important franchise relationshipsHarri's largest franchise customers are among the company's most strategic and complex partnerships, spanning corporate leadership, franchise ownership groups, regional operators, and thousands of individual locations with diverse priorities and measures of success.
Today, responsibility for those relationships is distributed across Customer Success, Sales, Product, Program Management, Professional Services, and Support. While each function plays a critical role, no single leader owns the long-term strategy, executive relationship, and commercial success of the account.
The Strategic Account Director is designed to close that gap.
Unlike a traditional Customer Success Manager, Program Manager, or Account Executive, this role serves as the strategic business owner for a portfolio of Harri's most important franchise customers. The Strategic Account Director aligns executive relationships, customer strategy, cross-functional execution, and commercial growth into a single, unified account strategy, driving long-term customer and business outcomes.
Success in this role is achieved through executive leadership, cross-functional influence, and strategic orchestration rather than direct authority. As a foundational role, the Strategic Account Director will also help define how Harri supports its largest franchise customers as the business continues to scale.
What You'll Own:Executive Relationship Management- Serve as the senior strategic owner for an assigned portfolio of franchise customers.
- Build trusted advisor relationships with executive stakeholders across corporate leadership, franchise ownership groups, and key decision makers.
- Lead executive governance through business reviews, strategic planning sessions, steering committees, and executive escalations.
- Develop a deep understanding of each customer's business priorities, organizational dynamics, and long-term objectives.
Strategic Account Leadership- Develop and maintain multi-year strategic account plans tied to measurable customer and business outcomes.
- Establish executive governance that creates alignment, accountability, and predictable decision-making.
- Anticipate customer risks and coordinate cross-functional mitigation strategies.
- Translate franchise operational realities into executive-level recommendations and long-term account strategy.
Commercial Ownership - Own the strategic renewal, retention, and expansion plan for each assigned account.
- Identify whitespace opportunities and partner with Sales to develop growth strategies.
- Provide executive account insight during commercial planning while Sales retains ownership of pricing, contracting, and negotiations.
- Partner with Revenue Operations to improve forecasting accuracy and portfolio visibility.
Cross-Functional LeadershipLead through influence across a decentralized ownership model, aligning Customer Success, Sales, Product, Program Management, Professional Services, and Support around a unified account strategy.
- Serve as the strategic quarterback for every assigned account.
- Align cross-functional priorities around shared customer outcomes.
- Remove organizational friction and facilitate executive decision making.
- Drive accountability without direct management authority.
Voice of the Customer- Represent strategic customer priorities to Product and Engineering.
- Identify trends across the franchise portfolio that influence roadmap priorities.
- Balance customer advocacy with scalable platform strategy.
- Translate field insights into recommendations that improve the broader customer experience.
Portfolio Governance- Maintain strategic account plans, executive relationship maps, governance cadences, and key customer decisions.
- Preserve institutional knowledge through staffing and organizational transitions.
- Partner with Customer Success Operations to establish scalable strategic account management practices.
What Success Looks Like...- Trusted executive relationships established across every assigned account.
- Strategic account plans actively guiding engagement and investment decisions.
- Predictable executive governance across the portfolio.
- Increased Net Revenue Retention and expansion opportunity creation.
- Cross-functional teams executing from a unified account strategy.
- Reduced executive intervention through proactive account leadership.
- Institutional knowledge retained regardless of ownership transitions.
What You'll Bring...- Expertise in Enterprise Customer Success, Strategic Account Management, Enterprise Consulting, Program Leadership, or a related customer-facing leadership role.
- Experience managing complex enterprise SaaS customers with executive stakeholders.
- Franchise, restaurant, hospitality, retail, or other multi-location experience strongly preferred.
- Experience partnering with enterprise Sales on retention, renewals, and expansion strategies.
- Demonstrated success developing executive account strategies that drive measurable business outcomes.
- Proven ability to lead through influence in highly matrixed organizations.
- Experience coordinating Customer Success, Sales, Product, Program Management, Professional Services, and Support around shared customer outcomes.
- Strong commercial acumen and executive presence.
- Exceptional communication, presentation, and facilitation skills.
- Comfortable operating in ambiguity while building new capabilities and operating models.
