Account Manager – MENA

• Build respond.io's Account Management function in MENA from the ground up
• Work directly with the Head of Department to design customer engagement, retention and growth approaches
• Manage approximately 70% self-service customers and 30% high-potential key accounts
• Move the self-service customer base from unmanaged to observed and engaged
• Run monthly engagement experiments and identify drivers of retention and expansion in MENA
• Own expansion revenue through usage growth, plan upgrades, monthly-to-annual conversions and multi-location rollouts
• Help customers deploy best practices, use AI agents and adopt additional platform features
• Use usage and billing signals to identify expansion opportunities
• Run activation rescue for accounts that purchased but never fully deployed, including WhatsApp Business setup or compliance issues
• Tailor engagement by country and language and share repeatable best practices across markets
• Identify at-risk behavior and intervene before cancellation
• Analyze MENA cancellations, determine root causes, document findings and share them with product and revenue leadership
• Stabilize high-potential accounts without a dedicated point of contact
• Handle customer questions about data privacy and GDPR with security and legal teams
• Log every account touch and measure account management impact using data

• 2+ years in B2B SaaS Account Management, Customer Success or Sales, where you held a revenue, expansion or retention number
• Managed a portfolio of 50–100 accounts and know how to focus on the ones that matter most
• Fluent English and Spanish, with the ability to run customer conversations and onboarding in both
• Other MENA languages (German, French, Italian, Portuguese) are a strong plus
• Based in the MENA and comfortable working CET/CEST hours, with some overlap with APAC and MENA colleagues
• Working knowledge of the MENA business landscape, including how GDPR and data-residency expectations affect SaaS and messaging adoption
• Familiarity with how MENA businesses use WhatsApp and other messaging channels is a strong plus
• Data-driven by default; fixes broken things without being asked; comfortable operating where the playbook is still being written
• Resume must be in English

• Base plus variable tied to expansion revenue and retention performance
• Flexible, remote-friendly environment built for sustainable performance
• Founding role with direct exposure to the executive team and real influence over the function's design
• Clear growth path: build the MENA playbook and have a team built around you
• Ownership of an early-stage role, backed by a profitable and well-funded company