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About the role
Key responsibilities & impact- Architect and scale a robust, on-brand global account management system capable of supporting multi-country portfolios, international segment management, and a coherent net-revenue-retention strategy.
- Refine and implement AI and modern automation patterns within account management to drastically reduce the time it takes to onboard, drive adoption, surface risk, and execute renewals and expansion plays.
- Design systems that allow for highly responsive or self-serve resolution to customer questions — from onboarding to product education to in-product activation and value realization.
- Move the organization beyond reactive check-ins. Translate complex product, usage, and account data into a compelling value narrative that explains why each customer should expand and renew.
- Lead the strategy to evaluate and understand the return on investment for our people and programs across Onboarding, Adoption, Renewals, Expansion, Advocacy, and Support.
- Provide high-level support for customer references, partner relationships, and future fundraising rounds as we scale.
- Act as a “talent magnet” and a leader of leaders, growing the account management team while partnering effectively with our existing, highly-valued GTM leadership.
- Implement process and AI-driven efficiencies to significantly reduce the days required to onboard customers and drive them to first value.
- Establish a clear, scalable framework for international segment management, account tiering, and coverage strategy.
- Deploy an operating model that provides the executive team with real-time visibility into the ROI of retention, expansion, and headcount investments across the organization.
Requirements
What you’ll need- Proven experience managing multi-country customer portfolios, navigating various time zones, and handling complex international segments, languages, and coverage strategies.
- A demonstrated track record (or clear, actionable vision) of applying AI and modern automation to account management operations, success workflows, and personalization.
- You possess the strategic depth, communication skills, and operational rigor of a future public company Chief Customer Officer.
- You know how to tell the value story behind the product to the Board, the CEO, customers, partners, and the broader company.
- Familiarity with software usage business models, coupled with a deep, practical understanding of e-commerce and logistics.
Benefits
Comp & perks- Competitive base salary 💰
- Stock options in a high-growth startup 🚀
- Competitive PTO with public holidays additional (and your birthday off!) 🌴
- Pension contributions 🛡️
- Private health 🏥
- Gym and wellness benefits 💪
- Mental health benefits 🧠
- Quarterly team offsite budget 🎉
- Thursday happy hour 🍻
- Breakfast Mondays 🥐
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Account ManagementData AnalysisProcess OptimizationCustomer Success WorkflowsValue Narrative Development
Soft Skills
LeadershipStrategic ThinkingCommunication