respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email, all in one place.
Founded in Hong Kong in early 2017, respond.io is trusted by businesses in over 127 countries and recognized by G2 and SME100. The company helps fast-growing businesses capture, convert and retain customers at scale.
respond.io operates as a globally distributed team, with employees based around the world and a diverse, inclusive culture.
About the role:
respond.io is hiring its Founding Account Manager for EMEA to build the Account Management function from the ground up.
This is a Day 0 role, with no existing playbook, fixed KPIs or template to follow. You will work directly with the Head of Department to design how the company engages, retains and grows self-service customers and small key accounts across the region.
You will spend roughly 70% of your time on the self-service customer cohort and 30% on a small portfolio of high-potential key accounts.
Responsibilities:
- Engage the self-service customer base in EMEA, uncovering challenges, documenting workflows and identifying why customers stay or leave;
- Partner with Sales Ops and the Head of Department to identify at-risk behaviours and test proactive outreach scripts;
- Produce one monthly regional video highlight or webinar covering recent feature releases and track adoption signals;
- Run a churn autopsy for every self-service cancellation in the region, identifying the root cause and feeding insights back to Sales Ops;
- Stabilize a portfolio of high-potential legacy accounts that currently lack a dedicated point of contact;
- Map and pursue expansion opportunities, including additional seats and higher tiers, across assigned key accounts;
- Run monthly check-ins to ensure customers are seeing ROI from new feature updates;
- Refine CRM workflows and improve data hygiene in partnership with Sales Ops and the Head of Department;
- Bridge customers and Product/Support teams, translating regional pain points into actionable insights;
- Propose one new initiative every 4 weeks, such as a regional referral program or new onboarding sequence;
- Run at least one engagement experiment per month, with a defined hypothesis, clear success criteria and written outcome.
Qualifications:
- 3+ years of experience in B2B SaaS Account Management, Customer Success or a closely related customer-facing role;
- Proven experience actively managing and growing a portfolio of 50 to 100 accounts;
- Track record of identifying and fixing broken processes without being asked;
- Deep understanding of business culture and communication nuances within EMEA;
- Excellent communication skills in English;
- Professional working proficiency in Spanish or Arabic;
- Professional working proficiency in any South-East Asian language, valued;
- Ability to translate complex product capabilities into clear, value-led education for customers;
- Comfortable working in ambiguity and energized by Day 0 environments without an established playbook;
- Data-informed approach, with the ability to read customer behaviour, spot patterns and use insights to support decisions;
- Collaborative mindset, working closely with Sales Ops, Support and Product to deliver a seamless customer experience;
- Comfortable working within regional coverage hours.
Culture:
- Focus on solving real customer problems through feedback and clear value;
- Use the 80/20 rule to prioritize actions that create the most impact;
- Value alignment, clarity and direct feedback;
- Take ownership, support others and drive outcomes together;
- Build human connections, trust and team celebration.
What is in it for you:
- Founding role with direct exposure to senior leadership;
- Opportunity to shape the Account Management function from Day 0;
- Significant opportunity for growth, ownership and influence as the function matures;
- Fast-paced and intellectually stimulating environment that values proactive thinking and experimentation;
- Competitive compensation package;
- Flexible working environment and working hours that support sustainable performance.