About this role.
Customer.io is hiring a Senior Account Manager to own renewals, expansion, and churn mitigation for a portfolio of mid-market and enterprise customers in EMEA. The position carries direct commercial responsibility, including management of approximately $5M ARR, disciplined forecasting, and strategic account planning. The successful candidate will use usage data, health metrics, and ROI-based value articulation to deepen adoption and grow customer spend. This role requires strong multi-threaded stakeholder management and close partnership with Customer Success, Sales, Legal, and Finance. Candidates must be based in the UK or Ireland and have proven SaaS revenue ownership experience.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Senior Account Manager, EMEA role at Customer.io. I bring experience owning commercial outcomes across mid-market and enterprise SaaS accounts, including renewals, expansion strategy, forecasting, and churn mitigation.
I would build trusted, multi-threaded relationships while using product usage, account-health data, and clear ROI narratives to identify sustainable growth opportunities. My collaborative approach with Customer Success, Sales, Legal, and Finance would support disciplined execution on complex customer agreements.
I would welcome the opportunity to help Customer.io customers realize greater value from the platform while growing a healthy, predictable book of business.
Sample interview questions
I use a structured forecast that starts with account-level renewal dates, contract value, product usage, health indicators, stakeholder engagement, and commercial risks. I assign clear confidence levels based on verified customer intent and next steps, then review changes regularly with Customer Success and leadership to surface risk early.
I begin by understanding the customer's business objectives, adoption patterns, and areas where additional use cases can create measurable value. I then engage the relevant operational and executive stakeholders, quantify the expected ROI, and develop a mutual plan that makes expansion a strategic outcome rather than a pricing lever.
I create relationships across users, administrators, champions, budget owners, and executive sponsors. Each stakeholder receives communication tailored to their priorities, while I maintain a shared account plan so that no single relationship becomes a point of failure.
I assess churn risk through a combination of product usage trends, health scores, support activity, engagement, renewal timing, and direct customer feedback. I align quickly with Customer Success on root causes, establish a recovery plan with owners and dates, and communicate risks transparently in the forecast.
I use dashboards to monitor adoption, usage by feature or team, engagement, account health, renewal timing, pipeline, and expansion signals. I combine these quantitative signals with qualitative customer context to prioritize my time and make clear, evidence-based commercial recommendations.
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 a Senior 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 Sr. 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 $141,400k – $228,500k (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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