Account Director
Location: Hybrid: London and other UK travel expected frequently
Reports to: Partnerships & CS Director
The Opportunity
We are a $450M VC-backed SaaS scale-up. In the UK, we are set to rapidly grow, working with direct customers and agency and tech partners leveraging our powerful WhatsApp marketing platform, to help UK retailers Increase Conversion, LTV, and Brand Affinity. We are hiring two Account Directors to take control of our top-tier UK portfolio, and support the international team in delivering excellent customer service and strategy. This is not a \"ticket-resolving\" support role. This is a strategic, commercial seat. You will be the face of the company for our most valuable brands, fixing implementation speed, establishing the right meeting cadences and structures, and ultimately proving that WhatsApp is their greatest opportunity. The Mission We're looking for people who can drive adoption, increase Net Revenue Retention and safeguard against churn. We need you to take our highest-potential clients and turn them from \"testing the waters\" to \"evangelists.\" You will work alongside an established support team in India who handle the technical heavy lifting, freeing you up to focus on strategy, relationship, and revenue. You will help define how we do Customer Success for the entire region.
What You Will Do
● Own the Lifecycle: You take the baton the moment the deal is signed. While we have a dedicated Onboarding Team to flick the switches, you own the narrative, the timeline, and the \"Time to Value.\"
● Commercial Ownership: You own the commercial relationship, including contract renewals and upsells. You aren't just checking in; you are identifying opportunities to move clients to higher tiers based on their performance.
● Fix the Cadence: You will audit and rebuild the way we speak to clients. No more \"just checking in.\" You will run Quarterly Business Reviews (QBRs) and strategy sessions that clients actually want to attend and drive significant value.
● Escalation & Strategy: You are the escalation point for the UK. When a CEO is unhappy, you fix it. When a Marketing Director needs a strategy for Black Friday, you build it.
● Manage the Portfolio: You will eventually manage a book of high-value accounts. You will direct the support team in India to execute technical tasks for your clients, ensuring quality and speed.
Who You Are
● The \"Fixer\" Mindset: We have a playbook, but it will evolve quickly. You are comfortable walking into difficult conversations and turning them into steps to success.
● Commercially Sharp: You understand that Customer Success is a revenue function. You are comfortable discussing contracts, negotiation, and P&L with founders and Ecommerce Directors.
● An E-commerce Native: You ideally have experience in the MarTech stack. You know what Klaviyo, Shopify, and Attentive do. You understand what \"Headless Checkout\" means and why \"Cart Abandonment\" matters, you can talk "API" with Devs and CAC with CFO's.
● Radical Ownership: You don't blame \"the product\" or \"the support team\" for delays. You own the outcome and drive the internal teams to deliver for your client.
The Tech Stack
● Core: WhatsApp Business API (Quick Engage)
● Ecosystem: Shopify, Magento, Klaviyo, Gorgias
● Internal: Hubspot, Slack, Notion Why Join Now? 1. First in: You will be one of the first true CSM hires in the UK.
The Product
Our stats are undeniable (98% open rates vs 20% email). The product works; we just need to ensure our service allows customers to realise the true potential of the channel.
The Backing
We are well-funded ($450M valuation), ambitious, and ready to dominate the UK market.