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LucidLink is seeking a methodical and proactive Mid-Market Account Manager to own and grow a portfolio of accounts in the EMEA region. You will manage a book of business starting at $1M ARR with significant runway for expansion, balancing intentional account retention with strategic growth opportunities.
In this role, you will be responsible for growing Net Revenue Retention (NRR) and maintaining Gross Revenue Retention (GRR) across the mid-market customer segment (companies with 500–1,000 employees) through disciplined renewal execution and strategic upsells. Success requires someone who is highly organized, deeply customer-focused, and operates with a business owner mentality—treating your book of business as your own and holding yourself accountable to its health and growth.
Key objectives include: achieving a minimum of 90% retention rate for both logo and revenue retention within 12–18 months; reaching an expansion revenue target of approximately 135% of the existing customer base; maintaining strong customer relationships through regular meetings, ad hoc syncs, and business reviews; mitigating churn risk through proactive outreach and problem-solving; cultivating deep understanding of customers' business operations, key stakeholders, and objectives to ensure full realization of LucidLink's product value; and leveraging data and analytics to anticipate churn and provide solutions that earn customer loyalty year after year.
You will work cross-functionally with sales, support, and technical teams to drive customer success. The company operates in the Media & Entertainment and cloud storage sectors, with plans to expand into other data-intensive industries. LucidLink is a hypergrowth venture-backed company with 230+ employees, offering competitive benefits including flexible PTO, stock options, and full health coverage. AI fluency is considered a core professional competency at the company.
REQUIREMENTS:
- Familiarity with software-as-a-service (SaaS) business models and customer lifecycles
- Background in Media and Entertainment, Cloud Storage, and/or Software strongly preferred
- Demonstrated success growing existing customer accounts via renewals and upsells (applicants should provide data and performance metrics)
- Strong communication and problem-solving skills with a customer-centric approach
- Ability to work cross-functionally with sales, support, and technical teams
