About this role.
Customer.io is seeking an Account Manager to join their EMEA team, based in the UK or Ireland. This revenue ownership role involves managing mid-market and enterprise accounts, driving renewals, and identifying expansion opportunities. The ideal candidate has 3+ years of SaaS commercial experience, with strong forecasting and data-driven decision-making skills. The role offers a competitive compensation package including base salary, variable pay, and comprehensive benefits. The company values transparency, empathy, and a collaborative culture.
Role DNA
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Job Complexity
3/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my strong interest in the Account Manager, EMEA position at Customer.io. With over 5 years of experience in SaaS account management, I have a proven track record of driving renewals, expanding revenue, and building lasting client relationships. I am particularly drawn to Customer.io's emphasis on data-driven decision-making and commercial ownership, which align with my professional values.
In my previous role, I managed a portfolio of mid-market accounts, consistently exceeding renewal targets and identifying expansion opportunities that increased customer spend by 20% year-over-year. I am skilled in forecasting, usage data analysis, and multi-threaded relationship building, which I believe will enable me to thrive in this role.
I am excited about the opportunity to contribute to Customer.io's growth and would welcome the chance to discuss how my experience aligns with your needs. Thank you for your consideration.
Sincerely,
[Your Name]
Sample interview questions
I use a combination of historical data, current engagement metrics, and qualitative insights from customer conversations. I track usage data and health scores to identify at-risk accounts early and adjust my forecasts accordingly. I also review my pipeline weekly with my manager to refine assumptions.
I regularly review customer usage data to identify underutilized features or new use cases. I also conduct quarterly business reviews to understand their evolving goals and challenges. By articulating ROI and aligning our solutions with their strategic objectives, I can propose expansions that deliver value.
I had a key account that was considering not renewing due to a perceived lack of value. I scheduled a meeting with their stakeholders to understand their pain points, then worked with Customer Success to create a tailored adoption plan. I also demonstrated new features that addressed their needs, resulting in a multi-year renewal and expansion.
I start by identifying key stakeholders across departments, such as marketing, product, and executive sponsors. I schedule regular check-ins with each person, tailoring my communication to their interests. I also introduce them to our product experts to deepen engagement. This ensures I have multiple advocates and reduces single-point-of-failure risk.
I view Customer Success as a partner in understanding account health and identifying expansion triggers. We share insights from customer interactions and coordinate on QBRs. With Sales, I align on target accounts for upsells and ensure a smooth handoff for new opportunities. Regular syncs and shared dashboards keep everyone informed.
About Customer.io
Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.
About the role
Hi, I’m Matt Lane, Manager of Account Management at Customer.io, and I’m looking for an Account Manager to join our EMEA team. This is a revenue ownership role — you’ll manage a portfolio of mid-market and enterprise accounts, driving renewals, identifying expansion opportunities, and building the kind of relationships that make customers want to grow with us. You’ll be part of a tight-knit EMEA team and a key commercial voice for the accounts you own.
This role is open to candidates based in the UK or Ireland only.
What we value
- Commercial ownership — you treat your book of business like it’s yours, because it is
- Forecasting discipline and data-driven decision-making, not gut feel
- Multi-threaded relationships — you build trust across the org, not just with one champion
- Expansion through value, not feature gates or mechanical levers
- Close partnership with Customer Success — you see CS as a collaborator, not a handoff
What you’ll do
- Own the full commercial strategy for a portfolio of mid-market and enterprise accounts — renewals, expansion, and churn mitigation
- Drive growth by helping customers adopt Customer.io more strategically, identifying new use cases and articulating ROI clearly
- Forecast renewal and expansion pipeline accurately with a clear, repeatable methodology
- Build multi-threaded relationships from day-to-day operators to Directors and VPs, becoming a trusted commercial advisor
- Partner closely with Customer Success on account health and with Sales on expansion deals
- Engage Legal and Finance on complex renewals and collaborate cross-functionally to move deals forward
What we’re looking for
- 3+ years in Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number (5+ years preferred)
- Experience managing $5m ARR, predominantly in the MM space
- Proven ability to grow customer spend outside of overages or true-ups — genuine expansion through adoption and value articulation
- A forecasting methodology you can walk through clearly — it doesn’t need to be a named framework, just logic you own
- Comfortable pulling usage data, tracking health scores, and building your own dashboards
- Strong communicator — clear and persuasive with both technical and non-technical stakeholders
- Based in the UK or Ireland
Compensation & Benefits
We believe in transparency. Starting salary for this role is $80,500 base + $34,500 variable = $115,000 OTE (or equivalent in local currency) depending on experience and subject to market rate adjustment.
We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.
Our Process
No gotchas, no trick questions – just a clear, human process designed to help both of us make an informed decision.
- 30-minute video call with a Recruiter
- 45-minute video call with the Hiring Manager
- Take-Home Assignment
- 1-hour Assignment Review Call with the team
All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.
Join us!
Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.
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