Senior Manager, Scaled Account Management
Core
Run the EMEA Scaled Account Management team for ~8,000 SMB customers, driving expansion, churn minimization, and renewals via a pooled, data-driven model.
Role type
Senior Manager, Scaled Account Management
Builds
AI-powered customer communications platform (voice, SMS, WhatsApp) and AI Voice Agents
Domain
B2B SaaS, Customer Communications, AI
Deliverable
production ML models
Required skills
High-volume SMB account management, team leadership (hiring/coaching), data analytics (churn/funnel/forecasting), commercial judgment (pricing/discounting), playbook/SLA design, AI automation adoption
Preferred skills
PLG company experience, selling AI/usage-based products, global time-zone collaboration, Salesforce/Zendesk/Gong proficiency, French/Spanish/German fluency
Technologies
Salesforce, Zendesk, Gong, BI tools, CRM
Responsibilities
Own EMEA NRR/GRR/expansion ARR/renewal targets; lead team development; manage inbound response quality and escalation paths; execute signal-based outbound prospecting; define operating models and playbooks; identify automation/AI opportunities; build churn analytics loops; partner with Product/Engineering/Marketing/Fraud/Finance
Seniority
Senior Manager, hands-on leader