Account Manager (MENA)

*Resume MUST be in English

Location: Remote - MENA

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 MENA 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.

The role
WhatsApp is how business gets done in MENA, and MENA is one of our fastest-growing regions. A big share of our customers bought Respond without ever talking to a human. This changes with you.

Your goal will be to work with our customers to help them expand, retain, and get more value from the platform through onboarding and best practices. This is a one-to-many role where you will learn how to make an impact at scale.
This is an early-stage role. The Account Management function is young: we have a first version of the playbook and early results, but MENA is untouched. You’ll be the first AM in the region, working directly with the executive team, with real room to shape how the playbook evolves as it scales globally.

This is a commercial role. You grow revenue from existing customers and stop revenue from leaving. If you want to own a number and build the machine others will later operate, keep reading.

What you’ll do

Grow the base

• Own expansion revenue: usage growth, plan upgrades, monthly-to-annual conversions, multi-location rollouts.
• Find adoption opportunities - help our customers deploy best practices, use AI agents, more platform features.
• Work from usage and billing signals, because that is where expansion actually converts.
• Run activation rescue on accounts that bought but never fully deployed.

Defend the base

• Spot at-risk behavior early and intervene before the cancellation, not after.
• Analyze every cancellation: find the root cause, document it, and share it with product and revenue leadership.
• Stabilize high-potential accounts that currently have no dedicated point of contact.
• Log every account touch from day one. We measure AM impact with data, and your results will be provable, not anecdotal.

What we’re looking for

• 2+ years in B2B SaaS AM, CS, or Sales where you held a revenue, expansion, or retention number.
• Managed a portfolio of 50–100 accounts and know how to focus on the ones that matter most.
• Fluent English and Spanish; Portuguese a strong plus.
• Deep familiarity with MENA business culture and the role WhatsApp plays in it.
• Data-driven by default; fixes broken things without being asked; comfortable operating where the playbook is still being written.
• Comfortable working regional coverage hours.

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 MENA.
• Excellent communication skills in English, with professional working proficiency in Arabic
• 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.

What’s in it for you

• Founding role with direct exposure to the executive team and real influence over the function’s design.
• Clear growth path: build the MENA playbook and have a team built around you.
• Base plus variable tied to expansion revenue and retention performance.
• The ownership of an early-stage role, backed by a profitable and well-funded company.
• Flexible, remote-friendly environment built for sustainable performance.