Manager, Account Management

👋 Hello from the Recruiting Team at Customer.io!  We are looking for a Manager to join our team in EMEA.

As Manager, you’ll play a pivotal role in supporting and developing our account management team to ensure customer success, satisfaction, expansion and retention. You will work closely with account managers to build strong client relationships, identify growth opportunities, and resolve challenges while contributing to team strategies that maximize revenue and foster loyalty.

Some things you’ll do

• Oversee the day-to-day operations of the account management team, ensuring a high standard of customer engagement and success.
• Coach and mentor account managers to improve skills in relationship building, account planning, and upselling/cross-selling, helping them better align customer needs with our product capabilities.
• Support customer retention efforts by proactively identifying risks and working with account managers to address challenges before they escalate.
• Attend customer calls as appropriate to elevated customer care and sponsorship in order to strengthen relationships.
• Collaborate with cross-functional teams (e.g., Sales, Customer Success, Product) to address customer needs, resolve escalations, and enhance the overall customer journey.
• Partner closely with the Customer Success leaders to strategize over retention and expansion outcomes; closely aligning on key touch points in a customer’s post-sales journey
• Assist in defining and tracking key performance indicators (KPIs) to evaluate renewal performance, account health, and team revenue performance.
• Partner with the Director of Account Management to implement and refine strategic account plans, ensuring alignment with company goals.
• Stay informed about customer feedback, industry trends, and competitor activities to identify potential improvements or innovations for the team.
• Explore and apply AI tools thoughtfully to streamline admin-heavy tasks, experiment with efficiency improvements, and free up more time for impactful customer and team work.

About You

• You’re passionate about empowering your team to deliver outstanding customer experiences.
• You are motivated by coaching and empowering teams to do the work and don’t shy away from the details in order to be effective with your guidance
• You have a collaborative, team-oriented mindset, with a proven ability to foster strong relationships internally and externally.
• You thrive in a role that combines strategic thinking with hands-on support and coaching.
• You are an excellent communicator, capable of explaining complex ideas clearly and tailoring your approach to a variety of audiences.
• You’re comfortable operating in underdeveloped or grey areas, but realize the importance of working towards a defined solution and clear processes
• You embody our company values of empathy, transparency, responsibility, and awkwardness.

What we’re looking for

• 4+ years of experience in account management, sales, or a related role within the SaaS industry.
• 2+ years of experience in a team leadership or mentorship capacity.
• Strong interpersonal skills with a focus on coaching and development.
• A data-driven approach to decision-making and performance evaluation.
• Experience in building and developing key account management processes to help standardize operations across the entire team.
• Self-motivated, organized, and results-oriented, with a passion for delivering value to customers and driving business success.

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,400 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

Compensation & Benefits

We believe in transparency. We are offering a starting salary of $200,000 USD OTE (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlim