Account Management Lead

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.

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

• 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
• Establish structured engagement models

• 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

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

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

• 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

• Strong commercial mindset (revenue + retention)
• 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

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

• Office First:
  Collaboration is easier and more effective in person, which is why we have offices in Geneva, Zurich, Prague, Barcelona, Paris, London, Vilnius, Skopje, and Taipei. You can also enjoy working from home up to 30% of the time.
• Technology:
  We provide all the devices and software you need to excel in your role.
• Food:
  Lunch and snacks are provided by Proton every day at our offices.
• Transport:
  We support employees with transport costs through subsidizing public transport, bike allowances, or parking spaces based on your office location.
• Stock Options:
  You receive stock options when you join us.
• Flexible Working:
  You can define your own working hours as long as it works with team meetings.
• Learning and Development:
  We offer various learning opportunities, including training programs, conferences and events, and continual learning.
• Employee Benefits:
  
  Comprehensive health insurance plans, competitive retirement savings options, generous vacation and leave policies, and wellness programs.
• Work that Matters:
  Proton is a community‑first organization that puts users and community first.

At Proton, we believe diversity drives innovation and strengthens our mission to provide privacy as a default for all. We are committed to fostering an inclusive environment where all individuals, regardless of race, ethnicity, gender, age, sexual orientation, physical ability, or socio‑economic background, feel valued and empowered. We strive to create equal opportunities, promote open dialogue, and support continuous learning.

If you need any extra support or reasonable adjustments during the hiring process, please let your talent partner know.

We do not accept unsolicited resumes from any sources other than directly from candidates and do not pay a fee for any placement resulting from an unsolicited offer.