Account Management Lead

TL;DR

Account Management Lead (B2B SaaS): Build and scale Account Management and Customer Success function driving expansion revenue, improving retention, and ensuring customer value from hirify.global’s products with an accent on upsell, cross-sell, onboarding, and team leadership. Focus on developing processes, account strategies, and cross-functional collaboration to unlock growth within existing customer base.

Location: Hybrid (Office First) in London, Barcelona, Paris, Skopje or other hirify.global offices (Geneva, Zurich, Prague, Vilnius, Taipei) – 3 core days in office, up to 30% remote.

Company

Privacy-focused organization providing secure email, VPN, Calendar, Drive, and Pass to over 100 million users worldwide, founded by CERN scientists.

What you will do

• Own upsell, cross-sell targets, seat expansion, and multi-product adoption to drive revenue growth.
• Develop onboarding, adoption, retention strategies and reduce churn through customer health improvements.
• Define account segmentation, prioritisation, and plans for high-value customers with structured engagement.
• Implement proactive engagement, run QBRs, and position hirify.global as strategic partner.
• Lead, coach, and develop Account Managers and Customer Success team with clear KPIs.
• Build processes, workflows in HubSpot CRM, and track expansion/retention metrics.
• Collaborate with Sales, Marketing, Growth, and Product teams feeding customer insights.

Requirements

• 6+ years in Account Management, Customer Success, or Sales
• Experience in B2B SaaS with proven expansion revenue and retention track record
• Experience managing and developing teams
• Strong commercial mindset balancing growth and customer success
• Strong communication, stakeholder management, and process-building skills
• English required (French or German preferred)
• Builder mentality, proactive, customer-focused in fast-paced environment

Culture & Benefits

• Office First hybrid model with up to 30% remote, flexible hours aligning with team meetings.
• Provided devices, software, daily lunch/snacks, transport subsidies.
• Stock options, comprehensive health insurance, retirement savings, generous vacation/leave, wellness programs.
• Learning opportunities: training, conferences, continual development.
• Flat structure, empowerment, community-first with user subscriptions as sole revenue.