Account Management Lead

Overview

Join Proton and build a better internet where privacy is the default

At Proton, we believe that privacy is a fundamental human right and the cornerstone of democracy. Since our inception in 2014, founded by a team of scientists from CERN, we have dedicated ourselves to providing free and open-source technology to millions worldwide, ensuring access to privacy, security, and freedom online. Our journey began with Proton Mail, the largest secure email service globally, and has since expanded to include Proton VPN, Proton Calendar, Proton Drive, and Proton Pass.

These tools empower individuals and organizations to take control of their personal data, break away from Big Tech’s invasive practices, and defeat censorship. Our work impacts hundreds of millions of lives, from activists on the front lines defending freedom to leaders in governments protecting sensitive information. In some cases, Proton’s services have even been instrumental in saving lives by enabling secure and private communications in high-risk situations.

Proton today supports over 100 million user accounts with a growing team of over 500 people from over 50 different countries, from the world s top companies and universities. We value intelligence, learning potential, and ambition in our hiring process. Adaptability is key as we navigate uncharted territories and redefine how business is conducted online. We believe smaller teams of exceptional talent will always prevail over larger teams with lower talent density.

Proton has become profitable and reached scale without relying upon VC funding, largely due to superior talent that allows us to do things faster, more creatively, and more efficiently.

We have a global mindset and big ambitions but remain a start-up  value empowerment and flexibility and keep our structure flat to keep moving fast and avoid unnecessary politics. Tired of blending into the crowd? Join us and do work you can truly be proud of. Check our social media pages to learn more about us:

Twitter ,Reddit ,Instagram.

Role Overview

We are looking for an Account Management Lead to build and scale our Account Management and Customer Success function. This is a high-impact, foundational role responsible for driving expansion revenue, improving retention, and ensuring customers realise value from Proton’s B2B products.

You will lead a small team and work cross-functionally with Sales, Marketing, Growth, and Product to unlock growth within our existing customer base.

Key Responsibilities

Revenue Growth & Expansion

• Own upsell and cross-sell targets across existing customers
• Drive seat expansion and multi-product adoption
• Build and manage a predictable expansion pipeline

Customer Success & Retention

• Own onboarding, adoption, and retention strategy
• Improve customer health and reduce churn
• Build scalable customer success processes
• Define account segmentation and prioritisation
• Develop account plans for high-value customers
• Implement proactive engagement strategies
• Run Quarterly Business Reviews (QBRs) with key accounts
• Position Proton as a long-term strategic partner
• Manage and develop Account Managers and Customer Success team members
• Set clear KPIs and performance expectations
• Coach the team on commercial and customer engagement best practices

Process & Systems

• Build account management and CS processes from scratch
• Develop workflows in CRM (Hub Spot)
• Track expansion, retention, and growth metrics

Cross-Functional Collaboration

• Partner with Sales, Marketing, Growth, and Product teams
• Feed customer insights into product and go-to-market strategy

What We’re Looking For

Experience

• 6+ years in Account Management, Customer Success, or Sales
• Experience in B2B SaaS
• Proven track record of driving expansion revenue and retention
• Experience managing and developing teams

Skills

• Experience building processes from scratch
• Ability to balance growth and customer success
• Strong communication and stakeholder management
• Language:
  English + Either French or German speaking preferred

Mindset

• Builder mentality
• Proactive and ownership-driven
• Customer-focused with a growth mindset
• Comfortable operating in a fast-paced environment

What we offer

• Office First:Collaboration is easier…