Account Manager

You will own the relationship, retention, and growth of a portfolio of existing clients across Germanic-speaking countries (DACH-focused). Your role is to make sure accounts stay healthy, satisfied, and expanding; by combining relationship excellence with a hands-on, entrepreneurial approach to local growth. You’ll also stay close to your market: listening to customer and industry trends, spotting what’s changing, and translating those insights into clear feedback for internal teams (Product, Operations, Marketing, Sales).

This is a high-impact, high-autonomy role. You will report directly to the Head of Sales and have a major influence on Merchery’s success in your markets.

How you’ll work (team setup): you’ll collaborate daily with Sales Executives (new business / deal execution), Support/Care, and internal Ops/Fulfilment teams to ensure excellent delivery, retention, and account growth.

About Merchery

Merchery was born from a simple observation: corporate gifts and promotional products are, most of the time, low quality, opaque, and wasteful - filled with items people throw away after two weeks. Our vision is to offer beautiful, useful, and carefully sourced products that people actually want - and to make merch a strategic lever for modern companies (culture, onboarding, events, brand, community). Merchery is a company launched in April 2020. We are now building the foundations for our next phase of international growth; scaling internationally while strengthening processes, tooling, and execution.

The role

We’re looking for a hands-on Account Manager with an entrepreneurial mindset; someone who brings ideas, builds solutions, and drives outcomes with a strong sense of ownership.

This is not a role for someone who wants to “execute tasks”.

You will:

• manage a portfolio of existing clients with a strong focus on retention + expansion,
• and grow that portfolio through local activations, referrals, and market-specific initiatives.

This role is a great fit for someone with 2-4 years of experience (ideally a strong 2nd role) who wants to step up, own a market, and build long-term client growth.

What you’ll own

What success looks like (KPIs)

While targets can evolve with the portfolio and market, success in this role is typically measured through:

• Retention & reactivation: reorder rate, retained revenue, churn risk prevention
• Expansion: growth within existing accounts (new teams, new use cases, recurring programs)
• Portfolio growth: new accounts added via referrals, activations, and local initiatives
• Own the health, satisfaction, and retention of your client portfolio.
• Build trusted relationships with key stakeholders (champions, decision makers, operators).
• Anticipate risks early (churn signals, low engagement, operational friction) and act before they evolve.
• Identify and convert expansion opportunities: new use cases, new teams, new regions, recurring programs.

2) Local growth (Germanic-speaking countries)

Grow your portfolio through:

• referrals / introductions
• local activations
• reactivation plays for dormant clients
• Turn local insights into concrete actions and measurable growth.

3) Autonomy & ownership

• Operate with a high level of independence: you own outcomes, not just relationships.
• Bring structure and clarity: account plans, priorities, next steps, internal alignment.
• Move fast, test ideas, iterate, and get things done despite imperfect information.
• Work closely with Sales, Support, Production, Product, and Marketing to ensure a seamless client experience.
• Act as the single point of reference for the account: keep communication aligned, documented, and consistent.

What we’re looking for

Must-have

• Native German
• Fluent English (company language)
• 2-4 years of experience in a client-facing B2B role (Account Management, Customer Success, Sales with strong post-sale ownership, etc.)
• Strong ownership mindset and ability to work autonomously
• Team player with a collaborative mindset

The soft skills that make the difference

Tools & ways of working

• You’re comfortable working with a CRM (we use HubSpot) and you keep your portfolio data clean and actionable.
• You document key client context and next steps to ensure smooth handovers and internal coordination.
• You can turn qualitative client feedback into structured insights and share them clearly with internal teams.
• Proactive, resourceful, and solutions-oriented ("can-do attitude")
• Hands-on operator: you take responsibility and push things forward
• Strong communicator (interna