[Hiring] Account Manager @Cloudtalk

Role Description

Our Account Managers are the business owners of their portfolio. This is a quota-carrying role where you will own Customer Retention and Portfolio Expansion and, at a smaller scale, Onboarding. You will be a trusted strategic partner to your clients, accountable for their success metrics and the health of your book of business.

This is not a reactive support role. We need someone who runs their portfolio like a business:

• Setting health benchmarks
• Building save plays before risk surfaces
• Consistently translating CloudTalk's capabilities into measurable ROI for clients

What You Will Do

• Be the Strategic Business Partner:
  • Run regular Executive Business Reviews that tie CloudTalk performance directly to your clients' KPIs.
  • Position yourself as a trusted advisor — not just a vendor contact — and build durable relationships with decision-makers and executive stakeholders.
• Own Retention & Expansion:
  • Lead the full renewal cycle across your portfolio — forecast risk, build proactive save strategies, and consistently hit retention targets quarter over quarter.
  • Identify and close organic growth opportunities within your portfolio — whether that's increased seat count, platform adoption, or premium add-ons.
• Own Portfolio Health:
  • Build and maintain customer health frameworks for your book of business.
  • Define the leading indicators that matter, track them in HubSpot and your analytics stack, and intervene early — before issues become escalations.
• Act as the Internal Advocate:
  • Be the voice of your clients inside CloudTalk.
  • Partner closely with Product, Support, and Customer Engineering to resolve issues, surface feedback, and influence the roadmap.
• Forge Executive Relationships:
  • Cultivate long-term partnerships at all levels of a client's organisation.
  • Your relationships should span beyond day-to-day contacts to the decision-makers and budget holders who drive renewal and expansion decisions.

Qualifications

• 3+ years in Account Management or Customer Success in B2B SaaS, with a demonstrable track record of hitting retention and expansion targets.
• Proven ownership of a book of business independently — you've managed renewals, run save plays, and grown accounts without heavy oversight.
• Experience owning customer health metrics: you've built or worked within health score frameworks and used leading indicators to drive proactive action.
• Comfortable running Executive Business Reviews and navigating multi-stakeholder accounts up to C-suite.
• Highly commercial mindset — you think like a revenue owner, not just a relationship manager.
• Data-driven: comfortable in Excel/Sheets, BI dashboards, and CRM reporting to manage your portfolio analytically.
• Technical aptitude — you enjoy learning SaaS products deeply and can guide customers to maximise platform value.
• Familiarity with CS/AM tooling: HubSpot, Gainsight, Planhat, or similar.
• Business fluency in English.

Benefits

• Unlimited PTO that people actually take.
• Fully remote with four European hubs.
• A coach you can book, a career path in writing, and equity when you deliver.
• Recurring 1-on-1 sessions with our resident coach.
• Promotions without guesswork through a transparent job-leveling framework.
• A path to equity earned over time based on seniority, tenure, and consistent impact.
• Flexible hours, built around your team.
• Recharge Fridays: 4 extra all-company days off a year.
• Up to €5,000 per referral.
• Two offsites a year worth packing a bag for.
• Fresh CloudTalk swag every year, with a points system to earn more.