Sr Account Manager, EMEA

About the role

You will own a portfolio of mid-market and enterprise accounts across the EMEA region, driving strategic growth and retention. This role is a revenue ownership position where you act as the primary commercial voice for your customers within Customer.io. You will build and maintain multi-threaded relationships that span decision-makers and day-to-day operators to become a trusted advisor. Your focus will be on expanding usage and articulating clear return on investment for each account. You will forecast pipeline and renewals with discipline, using data to inform every decision. You will collaborate closely with Customer Success and Sales to align on expansion paths and account health. This position requires candidates based in the UK or Ireland only.

Key facts

What you'll do

Own the full commercial strategy for a portfolio of mid-market and enterprise accounts, including renewals, expansion, and churn mitigation.

Drive growth by helping customers adopt Customer.io more strategically, identifying new use cases and articulating ROI clearly to stakeholders.

Forecast renewal and expansion pipeline accurately using a clear, repeatable methodology that you own and refine over time.

Build multi-threaded relationships from day-to-day operators to Directors and VPs, establishing yourself as a trusted commercial advisor.

Partner closely with Customer Success on account health and with Sales on expansion deals to ensure alignment and shared outcomes.

Engage Legal and Finance on complex renewals and collaborate cross-functionally to move deals forward efficiently.

Pull usage data, track health scores, and build your own dashboards to maintain visibility into account performance.

Communicate clearly and persuasively with both technical and non-technical stakeholders, adapting your message to each audience.

Identify opportunities for expansion that align with customer goals and demonstrate tangible value from the platform.

Represent Customer.io as a credible and strategic partner during executive conversations and business reviews.

Maintain up-to-date knowledge of customer initiatives, timelines, and priorities to surface opportunities at the right moment.

Challenge assumptions and look for expansion through value creation rather than relying on feature gates or mechanical levers.

Support account planning by updating CRM records, notes, and forecasts to ensure the team has accurate information.

Act as a bridge between internal teams and customers to ensure feedback is captured and addressed appropriately.

Continuously refine your approach based on results, learning from both wins and setbacks to improve long-term performance.

Requirements

You have 3+ years in Sr. Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number, and 5+ years is preferred.

You have experience managing $5m ARR, predominantly within the mid-market segment.

You have a proven ability to grow customer spend outside of overages or true-ups, focusing on genuine expansion through adoption and value articulation.

You use a forecasting methodology that you can walk through clearly, whether it is a named framework or a logic you own yourself.

You are comfortable pulling usage data, tracking health scores, and building your own dashboards to monitor account performance.

You communicate strongly and persuasively with both technical and non-technical stakeholders in a clear, concise manner.

You are based in the UK or Ireland, which allows for reliable collaboration within EMEA working hours.

You are comfortable operating in a fast-paced, SaaS environment where priorities can shift quickly based on customer needs.

You demonstrate ownership and accountability for outcomes, treating each account as if it were your own business.

You are able to manage multiple priorities and stakeholders without losing focus on strategic objectives.

You have experience working with enterprise-level contracts and complex renewal discussions.

You are proactive in identifying risks and opportunities within your portfolio before they become critical issues.

You have strong written and verbal skills to articulate value and negotiate mutually beneficial outcomes.

You are comfortable using productivity tools, CRMs, and data platforms to maintain an accurate view of the business.

Practical notes

The role is open to candidates based in the UK or Ireland only.

There are no specific working hour requirements outlined beyond standard full-time expectations.

No travel, visa, or application deadline details are provided in the source material.