Account Manager

About the job

All potential candidates should read through the following details of this job with care before making an application.

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
• Execution quality: account plans, follow-ups, CRM hygiene, internal alignment

1) Portfolio ownership (retention + expansion)

• 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 escalate.
• 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
• proactive account development initiatives (market-specific)
• 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.

4) Cross-team coordination

• 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.