Account Manager – EU

This is a fully remote position, open to applicants in Spain.

📋 Description

• Establish the Account Management function for respond.io in Europe from scratch.

• Collaborate closely with the Head of Department to develop processes for customer engagement, retention, and expansion.

• Allocate around 70% of your time to the self-service customer segment and 30% to high-potential key accounts.

• Transition the self-service base from an unmanaged state to one that is observed and engaged.

• Conduct monthly engagement experiments to pinpoint factors driving retention and expansion in Europe.

• Take ownership of expansion revenue through increased usage, plan upgrades, monthly-to-annual conversions, and multi-location rollouts.

• Assist customers in deploying best practices, utilizing AI agents, and adopting additional platform features.

• Leverage usage and billing indicators to uncover expansion opportunities.

• Execute activation rescue for accounts that have purchased but not fully deployed, including addressing WhatsApp Business setup and compliance issues.

• Customize engagement strategies by country and language, sharing effective approaches across different markets.

• Recognize at-risk behavior and take action before cancellations occur.

• Analyze cancellations within the EU, identify root causes, document your findings, and communicate them with product and revenue leadership.

• Stabilize high-potential accounts that lack a dedicated point of contact.

• Address customer inquiries regarding data privacy and GDPR in collaboration with security and legal teams.

• Record every account interaction and assess the impact of Account Management using data.

⛳️ Requirements

• Minimum of 2 years of experience in B2B SaaS Account Management, Customer Success, or Sales, with responsibilities related to revenue, expansion, or retention.

• Managed a portfolio consisting of 50 to 100 accounts.

• Proficient in English and Spanish, capable of conducting customer conversations and onboarding in both languages.

• Proficiency in additional EU languages (German, French, Italian, Portuguese) is highly advantageous.

• Must be located in the EU.

• Comfortable working during CET/CEST hours, with some overlap with colleagues in APAC and MENA.

• Possess a working knowledge of the European business landscape, including GDPR and data residency requirements that affect SaaS and messaging adoption.

• Familiarity with how European businesses utilize WhatsApp and other messaging platforms is a significant plus.

• Data-driven mindset; proactively solves issues without needing to be prompted; comfortable operating in a dynamic environment where the playbook is still being developed.

• Resume must be submitted in English.

🏝️ Benefits

• Competitive base salary plus variable compensation linked to expansion revenue and retention performance.

• Flexible, remote-friendly work environment designed for sustainable performance.

• Foundational role with direct access to the executive team and genuine influence over the design of the function.

• Clear opportunities for growth: create the EU playbook and build a team around you.

• Ownership of an early-stage position, supported by a profitable and well-funded company.