Hi, I’m Kevin, Director, Account Management at Customer.io. My team and I are looking for a Manager to join our team.

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.

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.

Manager, Account Management

EMEA

Remote

Senior ++

Customer.io