Account Manager – MENA

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

📋 Description

• Establish the Account Management function for respond.io in the MENA region from the ground up.

• Collaborate directly with the Head of Department to develop strategies for customer engagement, retention, and growth.

• Oversee approximately 70% self-service customers and 30% high-potential key accounts.

• Transition the self-service customer base from unmanaged status to an observed and engaged state.

• Conduct monthly engagement experiments to identify factors that drive retention and expansion in the MENA region.

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

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

• Leverage usage and billing signals to pinpoint expansion opportunities.

• Execute activation rescue for accounts that have made purchases but have not fully deployed, including WhatsApp Business setup or compliance issues.

• Customize engagement strategies by country and language while sharing repeatable best practices across different markets.

• Detect at-risk behaviors and intervene prior to customer cancellation.

• Analyze cancellations in the MENA region, identify root causes, document 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.

• Document every account interaction and assess the impact of account management using data.

⛳️ Requirements

• Minimum of 2 years experience in B2B SaaS Account Management, Customer Success, or Sales, where you were responsible for revenue, expansion, or retention metrics.

• Managed a portfolio of 50–100 accounts and understand how to prioritize the most significant ones.

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

• Proficiency in additional MENA languages (German, French, Italian, Portuguese) is a considerable advantage.

• Residing in the MENA region and comfortable working during CET/CEST hours, with some overlap with colleagues in APAC and MENA.

• Familiarity with the MENA business landscape, including the impact of GDPR and data-residency expectations on SaaS and messaging adoption.

• Understanding of how MENA businesses utilize WhatsApp and other messaging platforms is highly beneficial.

• Data-driven mindset; proactively resolves issues without needing direction; adept at working in environments where processes are 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.

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

• Clear career advancement opportunities: develop the MENA playbook and build a team around you.

• Ownership of an early-stage role within a profitable and well-funded company.