Account Management Lead

Join Proton and build a better internet where privacy is the default

At Proton, we believe that privacy is a fundamental human right and the cornerstone of democracy. Since our inception in 2014, founded by a team of scientists from CERN, we have dedicated ourselves to providing free and open‑source technology to millions worldwide, ensuring access to privacy, security, and freedom online.

Proton today supports over 100 million user accounts with a growing team of over 500 people from over 50 different countries, from the world’s top companies and universities. We value intelligence, learning potential, and ambition in our hiring process. Adaptability is key as we navigate uncharted territories and redefine how business is conducted online.

Role Overview

We are looking for an Account Management Lead to build and scale our Account Management and Customer Success function. This high‑impact, foundational role is responsible for driving expansion revenue, improving retention, and ensuring customers realize value from Proton’s B2B products.

You will lead a small team and work cross‑functionally with Sales, Marketing, Growth, and Product to unlock growth within our existing customer base.

Key Responsibilities

Revenue Growth & Expansion

• Own upsell and cross‑sell targets across existing customers
• Drive seat expansion and multi‑product adoption
• Build and manage a predictable expansion pipeline

Customer Success & Retention

• Own onboarding, adoption, and retention strategy
• Improve customer health and reduce churn
• Build scalable customer success processes
• Define account segmentation and prioritisation
• Develop account plans for high‑value customers
• Implement proactive engagement strategies
• Run Quarterly Business Reviews with key accounts
• Position Proton as a long‑term strategic partner
• Manage and develop Account Managers and Customer Success team members
• Set clear KPIs and performance expectations
• Coach the team on commercial and customer engagement best practices

Process & Systems

• Build account management and CS processes from scratch
• Develop workflows in CRM (HubSpot)
• Track expansion, retention, and growth metrics

Cross‑Functional Collaboration

• Partner with Sales, Marketing, Growth, and Product teams
• Feed customer insights into product and go‑to‑market strategy

What We’re Looking For

Experience

• 6+ years in Account Management, Customer Success, or Sales
• Experience in B2B SaaS
• Proven track record of driving expansion revenue and retention
• Experience managing and developing teams

Skills

• Experience building processes from scratch
• Ability to balance growth and customer success
• Strong communication and stakeholder management
• Language: English + Either French or German speaking preferred

Mindset

• Builder mentality
• Proactive and ownership‑driven
• Customer‑focused with a growth mindset
• Comfortable operating in a fast‑paced environment

What we offer

• Office First: Collaboration is easier and more effective in person, which is why we have offices in Geneva, Zurich, Prague, Barcelona, Paris, London, Vilnius, Skopje, and Taipei. You can also enjoy working from home up to 30% of the time, while enjoying great company during our three core days in the office.
• Technology: We provide all the devices and software you need to excel in your role, ensuring you have the best tools at your disposal to achieve your goals.
• Food: Lunch and snacks are provided by Proton every day at our offices.
• Transport: We will always support our employees with transport costs through subsidizing public transport, bike allowances, or parking spaces based on your office location.
• Stock Options: At Proton, we are all owners of the company and you get stock options when you join us.
• Flexible Working: You can define your own working hours as long as they work with team meetings.
• Learning and Development: We are committed to your professional growth. Proton offers various learning opportunities, including training programs, conferences and events, and continual learning.
• Employee Benefits: Comprehensive health insurance plans, competitive retirement savings options, generous vacation and leave policies, and wellness programs.
• Work that Matters: Proton is a community‑first organization built with community input. To this day, Proton’s only source of revenue is user subscriptions. Over 100 million people trust and support Proton, and we put our users and community first in everything we do.

Our Commitment to Diversity and Inclusion

At Proton, we believe diversity drives innovation and strengthens our mission to provide privacy as a default for all. We are committed to fostering an inclusive environment where all individuals, regardless of race, ethnicity, gender, age, sexual orientation, physical ability, or socio‑economic background, feel valued and empowered. We strive to create equal opportunities, promote open dialogue, and support continuous learning to ensure every voice is heard and respected.

Candidate Privacy Notice

When you apply for a position, refer a candidate, or are considered for a role at Proton Technologies AG (Proton, we, us, or our), your information is stored in Greenhouse, in accordance with their Service Privacy Policy. This information is used to evaluate your suitability for the posted position. We also retain this information for consideration for future roles that you may apply for or that we believe may align with your background and skills.

If we no longer have a legitimate business need to process your information, we will either delete or anonymize it. Should you have any inquiries about how we use or manage your information, or if you wish to access, correct, or delete your data, please contact our privacy team at Ver el correo electrónico en click.appcast.io.

Proton does not accept unsolicited resumes from any sources other than directly from candidates. We will not pay a fee for any placement resulting from an unsolicited offer, even if the candidate is subsequently hired by Proton.