Account Manager – EU

• Build respond.io's Account Management function in Europe from the ground up
• Work directly with the Head of Department to design customer engagement, retention and expansion processes
• Spend approximately 70% of time on the self-service customer cohort and 30% on high-potential key accounts
• Move the self-service base from unmanaged to observed and engaged
• Run monthly engagement experiments and identify drivers of retention and expansion in Europe
• 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 and compliance issues
• Tailor engagement by country and language and share repeatable approaches across markets
• Identify at-risk behavior and intervene before cancellation
• Analyze EU 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 in partnership with security and legal teams
• Log every account touch and measure Account Management impact with 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
• Fluent English and Spanish, with the ability to run customer conversations and onboarding in both
• Other EU languages (German, French, Italian, Portuguese) are a strong plus
• Based in the EU
• Comfortable working CET/CEST hours, with some overlap with APAC and MENA colleagues
• Working knowledge of the European business landscape, including GDPR and data-residency expectations affecting SaaS and messaging adoption
• Familiarity with how European 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 EU playbook and have a team built around you
• Ownership of an early-stage role, backed by a profitable and well-funded company