Location: Remote - LATAM
Role: Account Manager
Department: Sales
Mode: Full-time
About Respond.io
Founded in Hong Kong in early 2017, respond.io is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls and email — all in one place.
Trusted by businesses in over 127 countries and recognized by G2 and SME100, respond.io enables fast-growing companies around the world to capture, convert, and retain customers at scale.
We operate as a globally distributed team with employees based around the world, contributing to a diverse and inclusive culture. Join us, and be part of a team that is shaping the future of customer conversation management!
Our Culture
At respond.io, we move fast, work smart, and always keep our customers at the heart of what we do. Here's what we stand for:
- Solve Customer Problems: Every effort must solve real customer pain points. No guesswork—just real feedback and clear value!
- The 80/20 Rule: We focus on 20% of actions that create 80% of the value. Simple is powerful—it gets us moving fast.
- 100% Alignment, 80% Accuracy: We aim 100% team alignment and 80% accuracy. Perfect plans can wait—clear goals come first.
- Be Direct: We give honest feedback, and tackle problems head-on. Clarity moves us forward!
- Own It and Support Each Other: We step up, help out, and drive outcomes—together.
- Build Human Connections: Work is better when we trust, care, and celebrate wins together. We're a team!
Role Description
We're hiring our Founding Account Manager for LATAM to build respond.io's Account Management function from the ground up.
This is a Day 0 role. There is no existing playbook, no fixed KPIs, and no template to follow. You will work directly with the Head of Department to design how we engage, retain, and grow our self-service customers and small key accounts across the region.
You will spend roughly 70% of your time on our self-service cohort — customers who today have never spoken to a human at respond.io — and 30% on a small portfolio of high-potential key accounts. Your job is to move the self-service base from "unmanaged" to "observed and engaged", run monthly engagement experiments, and surface what actually drives retention and expansion in your region.
You will succeed in this role if you are energized by ambiguity, comfortable making decisions with incomplete information, and excited to be part of a small founding team building something from scratch.
Responsibilities
Regional Experimentation (70%)
- Engage our self-service customer base in LATAM — uncover challenges, document workflows, and identify why customers stay or leave.
- Partner with Sales Ops and the Head of Department to identify "at-risk" behaviors (e.g. drops in seat utilization) and test proactive outreach scripts.
- Produce one monthly regional video highlight or webinar covering recent feature releases, and track adoption signals.
- For every self-service cancellation in your region, run a "churn autopsy" to identify the root cause (product gap, price, competition) and feed insights back to Sales Ops.
Key Account Management (30%)
- Stabilize a portfolio of high-potential legacy accounts that currently lack a dedicated point of contact.
- Map and pursue expansion opportunities (additional seats, higher tiers) across assigned key accounts.
- Run monthly check-ins to ensure customers are seeing ROI from new feature updates.
Strategic Collaboration
- Partner with Sales Ops and the Head of Department to refine CRM workflows and improve data hygiene.
- Bridge customers and our Product/Support teams — translate regional pain points into actionable insights.
- Every 4 weeks, propose one new initiative (e.g. a regional referral program or new onboarding sequence) to the Head of Department.
- Run at least one "Engagement Experiment" per month — defined hypothesis, clear success criteria, written outcome.
Qualifications
- 3+ years in B2B SaaS Account Management, Customer Success, or a closely related customer-facing role.
- Proven experience actively managing and growing a portfolio of 50–100 accounts.
- A track record of identifying and fixing broken processes without being asked.
- Deep understanding of the business culture and communication nuances within LATAM.
- Excellent communication skills in English and Spanish
- Professional working proficiency in Portuguese is a nice-to-have!
- Strategic communicator — able to translate complex product capabilities into clear, value-led education for customers.
- Comfortable working in ambiguity; energized by "Day 0" environments without an established playbook.
- Data-informed — can read customer behavior, spot patterns, and use them to back up decisions.
- Collaborative — works closely with Sales Ops, Support, and Product to deliver a seamless customer experience.
- Comfortable working within regional coverage hours.
Here's what's in it for you
- A founding role with direct exposure to senior leadership and the ability to shape the Account Management function from Day 0.
- Significant opportunity for growth, ownership, and influence as the function matures.
- A fast-paced, intellectually stimulating environment that values and rewards proactive thinking and experimentation.
- Competitive compensation package.
- Flexible working environment and working hours that support sustainable performance.
