Account Manager – MENA

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

📋 Description

• Establish the Account Management function for MENA at respond.io as the inaugural Account Manager.

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

• Allocate around 70% of your time to managing self-service customers and 30% to a select portfolio of high-potential key accounts.

• Transition the self-service customer segment from unmanaged to engaged and actively monitored.

• Conduct monthly engagement experiments to identify factors that drive retention and expansion.

• Be responsible for expansion revenue through increased usage, plan upgrades, monthly-to-annual transitions, and multi-location implementations.

• Assist customers in adopting best practices, AI agents, and other platform features.

• Utilize usage and billing signals to pinpoint opportunities for expansion.

• Execute activation rescue strategies for accounts that have made purchases but have not fully deployed the service.

• Detect at-risk behaviors and take proactive measures to prevent cancellations.

• Analyze cancellation trends, identify root causes, document your findings, and communicate them to Product and revenue leadership.

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

• Keep a record of every account interaction and evaluate 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.

• At least 3 years in B2B SaaS Account Management, Customer Success, or a similar customer-facing position.

• Demonstrated success in actively managing and expanding a portfolio of 50–100 accounts.

• Proficient in English and Spanish; proficiency in Portuguese is a strong advantage.

• Professional working proficiency in Arabic is required.

• Extensive knowledge of MENA business culture and the significance of WhatsApp within it.

• Comprehensive understanding of business culture and communication subtleties in the MENA region.

• Data-driven mindset with the ability to interpret customer behavior, identify patterns, and support decisions with data.

• Proven ability to identify and rectify broken processes independently.

• Strong strategic communication skills, including the ability to translate complex product features into clear, value-oriented customer education.

• Comfortable navigating ambiguity and operating without a predefined playbook.

• Collaborative mindset with Sales Ops, Support, and Product teams.

• Willingness to work during regional coverage hours.

• Resume MUST be submitted in English.

🏝️ Benefits

• Competitive base salary with variable components linked to expansion revenue and retention performance.

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

• Direct access to the executive team, allowing for influence in the design of the function.

• Clear career progression with the chance to create the MENA playbook and build a team around you.

• An early-stage position supported by a profitable and well-capitalized company.