Remote Vice President Retail Operations Jobs in Indiana

(Defend Account Management Team | Enterprise & Strategic Accounts)

Location: US - Remote
Reports to: Sr. Director of Defend Account Management
Segment: Enterprise & Strategic Accounts (Defend Portfolio)
Primary Metrics: Gross Renewal Rate, Net Revenue Retention (NRR), Expansion ARR, Forecast Accuracy

The Enterprise Client Executive at Smartcat is a senior, revenue-owning role responsible for protecting, renewing, and expanding Smartcat's enterprise and strategic customer base at scale.

This is not a Customer Success role.
This is not a low-touch renewal desk.

This role sits at the intersection of renewal ownership, executive relationship management, and expansion strategy, operating at mid-market velocity across enterprise-level accounts.

You will manage a large portfolio (~35 accounts), drive on-time renewals as your core mandate, and consistently expand account value by multi-threading relationships, uncovering new stakeholders, and selling additional use cases, workflows, and value.

This role is critical to Smartcat's retention engine, base protection, and long-term revenue durability.

• Own gross renewals across a defined portfolio of enterprise and strategic accounts
• Run the full renewal lifecycle, including:
• Early risk identification
• Stakeholder alignment
• Commercial positioning
• Negotiation and close
• Defend existing ARR and prevent churn through proactive engagement and value articulation
• Treat renewals as commercial motions, not administrative tasks
• Operate with urgency and discipline to ensure on-time, predictable renewals

Renewal ownership is the foundation of this role.

• Drive expansion ARR on top of renewals through:
• Cross-sell and upsell motions
• New teams, departments, regions, and workflows
• Consistently grow accounts (e.g., $20K → $80K+ ARR) through structured expansion planning
• Identify whitespace and expansion triggers inside existing customers
• Build credible expansion narratives tied to business outcomes, not feature lists

• Manage ~35 accounts with a fast, repeatable operating cadence
• Balance depth and speed without sacrificing commercial rigor
• Prioritize accounts intelligently based on:
• Renewal timing
• Expansion potential
• Risk signals
• Avoid over-reliance on any single stakeholder or champion

This role requires enterprise judgment at mid-market speed.

• Build and maintain multi-threaded relationships across:
• Business owners
• Functional leaders
• Procurement and finance
• VP, SVP, and C-level executives
• Move beyond day-to-day users into economic buyers and decision-makers
• Expand account influence even when the original champion changes or exits

Single-threaded accounts are considered at risk.

• Understand:
• Customer business models
• Budget ownership and buying processes
• Renewal and procurement cycles
• Position renewals and expansions in terms of:
• Business impact
• ROI
• Productivity and efficiency gains
• Confidently lead renewal and expansion negotiations

You are expected to think and act like a business owner.

• Speak credibly about:
• AI-driven productivity and speed-to-market
• Human-in-the-loop quality models
• Business value of AI, not just technology
• Translate Smartcat's platform into clear, outcome-driven value for customers
• Be comfortable using and discussing AI in customer-facing conversations

You do not need to be deeply technical—but you must be commercially fluent.

• Partner closely with Field Delivery Engineers (FDE) for technical and solution needs
• Operate without dedicated CSM support on these accounts
• Own customer momentum, alignment, and outcomes end-to-end
• Escalate risks early and clearly

This role requires independence, judgment, and accountability.

• Own your renewal and expansion forecast
• Call risk early and accurately
• Generate and manage pipeline proactively
• Maintain clean CRM hygiene and predictable execution

Forecasting is ownership—not reporting.

This role requires strong performance with strong character.

We hire for people who are:

• Confident without ego
• Direct, clear, and accountable
• Comfortable delivering uncomfortable truths
• Focused on outcomes over activity

Passive account managers, order-takers, or relationship-only sellers will not succeed here.

• 3-5+ years of experience in:
• Account Management, Renewal Management, or Enterprise AM roles in high growth SaaS
• Proven track record owning:
• Renewals
• Expansion within existing accounts
• Experience managing large account portfolios at velocity
• Strong executive communication and negotiation skills
• Comfort traveling and being onsite with customers
• Experience selling into enterprise buying environments
  

• Customer Success–only backgrounds without commercial ownership
• Passive relationship managers
• Reps uncomfortable with renewals, negotiation, or executive conversations
• Low-velocity sellers who need deep support per account