The Role:

We are looking for a hands-on leader to run our EMEA Scaled Account Management team, part of our Small Business GTM organization. This team serves ~8,000 customers. You will own ambitious post-sales NRR and GRR targets for this base, driving expansion, contraction mitigation, churn minimization and renewals.

This is not a relationship-led account management model. Our scaled AMs do not have books of business, they operate in a pooled model for inbound enquiries and do targeted prospecting based on product telemetry and other signals to generate pipeline and close it. This includes pipeline generation for our AI products, such as AI Voice Agents. The team wins by acting fast and precisely on the right signal, through a transactional, high-volume, data-driven motion. We are looking for someone who will run that engine and make it better.

You report to the General Manager, Small Business and sit on the Small Business leadership team. You own results for EMEA. You also co-own the global Scaled AM playbook with your counterparts in North America and APAC, so what works in your region shapes how the whole team works.

Key Responsibilities:

• Own EMEA Net Revenue Retention, Gross Revenue Retention, expansion ARR and renewal rate targets, with weekly forecasting.
• Lead and develop the EMEA team: hiring, coaching, performance management, capacity planning and compensation alignment.
• Inbound: own response quality, speed, request taxonomy, escalation paths and the save and expand playbooks that turn a request into a retained or grown account. You own the guardrails for save offers and discounting, within limits set with the GM and Finance.
• Outbound: own signal-based prospecting from product telemetry and other signals, pipeline creation and closing, including AI product attach.
• Define and continuously improve the operating model: segmentation, health scoring, signal-to-action routing, prioritization, escalation flows, outreach playbooks, and SLAs.
• Identify where automation and AI should replace manual work in the team’s workflow, and lead adoption.
• Build the churn analytics loop: understand churn reasons, test interventions, keep what works and stop what doesn’t.
• Partner with Product, Engineering and Data on in-product expansion triggers, self-serve and cancellation flows, and instrumentation of signals.
• Partner with Marketing on campaign design and lifecycle messaging to the installed base.
• Partner with Fraud Operations and Finance on billing disputes, credit and collections-adjacent edge cases.

Qualifications:

• 6+ years in account management, customer success or commercial functions in high-growth B2B SaaS, with 2+ years managing teams.
• Proven track record in high-volume SMB, with thousands of accounts in a transactional or digital-first model.
• Strong analytical ability: cohorts, churn analysis, funnel conversion and forecasting. You can work directly in a BI tool, spreadsheets or CRM.
• Commercial judgment on pricing, discounting and save offers.
• Experience designing playbooks, SLAs and operating cadences, not only executing them.
• You use AI to move faster, automate repetitive work and run small experiments, and you have turned that into team practice.
• Proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.

Strongly preferred

• Experience in a PLG company where self-serve and sales-assisted motions coexist.
• Exposure to selling AI or usage-based products.
• Experience collaborating across time zones with a global team.
• Working knowledge of Salesforce, Zendesk and Gong, or equivalents.
• French, Spanish or German fluency as secondary languages