Senior Manager, Scaled Account Management

We are looking for a hands-on leader to run our EMEA Scaled Account Management team, part of our Small Business GTM organization. This team serves ~8,000 customers. You will own ambitious post-sales NRR and GRR targets for this base, driving expansion, contraction mitigation, churn minimization and renewals.

This is not a relationship-led account management model. Our scaled AMs do not have books of business, they operate in a pooled model for inbound enquiries and do targeted prospecting based on product telemetry and other signals to generate pipeline and close it. This includes pipeline generation for our AI products, such as AI Voice Agents. The team wins by acting fast and precisely on the right signal, through a transactional, high-volume, data-driven motion. We are looking for someone who will run that engine and make it better.

You report to the General Manager, Small Business and sit on the Small Business leadership team. You own results for EMEA. You also co-own the global Scaled AM playbook with your counterparts in North America and APAC, so what works in your region shapes how the whole team works.

Key Responsibilities:

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