Account Manager – EMEA (Remote)

About the role

We are hiring a founding Account Manager for the EMEA region to build Respond.io’s account management function from the ground up. This Day‑0 role will design how we engage, retain, and grow self‑service customers and a small portfolio of high‑potential key accounts across the region.

Key responsibilities

• Engage the self‑service customer base (≈70% of time), uncover challenges, document workflows, and identify drivers of churn and retention.
• Partner with Sales Operations and the Head of Department to detect at‑risk behaviours (e.g., drops in seat utilisation) and test proactive outreach scripts.
• Produce a monthly regional video highlight or webinar on new feature releases and track adoption signals.
• Conduct a “churn autopsy” for every self‑service cancellation to determine root causes.
• Manage a small portfolio of high‑potential key accounts (≈30% of time), driving retention, expansion, and upsell opportunities.
• Collaborate on defining engagement experiments, KPIs, and playbooks for the EMEA market.

Required profile

• Thrives in ambiguous environments and can make decisions with incomplete information.
• Self‑starter who enjoys building processes from scratch.
• Strong analytical mindset with a focus on customer outcomes.
• Excellent communication skills and ability to work closely with cross‑functional teams.

Required skills

What we offer

• Fully remote work arrangement.
• Opportunity to shape a core function in a fast‑growing, AI‑powered messaging platform.
• Collaborative, diverse, and inclusive global team culture.