Account Management Lead in London

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, we have dedicated ourselves to providing free and open-source technology to millions worldwide, ensuring access to privacy, security, and freedom online. Our journey began with Proton Mail, the largest secure email service globally, and has since expanded to include Proton VPN, Proton Calendar, Proton Drive, and Proton Pass. These tools empower individuals and organizations to take control of their personal data, break away from Big Tech’s invasive practices, and defeat censorship.

Our work impacts hundreds of millions of lives, from activists on the front lines defending freedom to leaders in governments protecting sensitive information. In some cases, Proton’s services have even been instrumental in saving lives by enabling secure and private communications in high-risk situations. Proton today supports over 100 million user accounts with a growing team of over 500 people from over 50 different countries.

We are looking for an Account Management Lead to build and scale our Account Management and Customer Success function. This is a high-impact, foundational role responsible for driving expansion revenue, improving retention, and ensuring customers realise 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.

• 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

• 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
• Establish structured engagement models

• Implement proactive engagement strategies
• Run Quarterly Business Reviews (QBRs) 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

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

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

• 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

• Strong commercial mindset (revenue + retention)
• Experience building processes from scratch
• Ability to balance growth and customer success
• Strong communication and stakeholder management

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

• Office First: Collaboration is easier and more effective in person, which is why we have offices in multiple locations. You can also enjoy working from home up to 30% of the time.
• Technology: We provide all the devices and software you need to excel in your role.
• Food: Lunch and snacks are provided by Proton every day at our offices.
• Transport: We support our employees with transport costs through subsidising 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 it works with team meetings.
• Learning and Development: We are committed to your professional growth with various learning opportunities.
• 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, started with the support of a crowdfunding campaign and built with community input.

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 feel valued and empowered.