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Salary: PLN 26,142 - 39,212 / monthly
Wolt is a fast-growing delivery and commerce platform operating in over 500 cities across 30 countries. This role leads the account management function across a sub-region, managing multiple countries and overseeing Team Leads and Account Managers who support Wolt's Rx, NV, and Commerce Platform merchant segments.
You will own the complete account management strategy and execution, including segmentation, coverage models, and lifecycle motions (onboarding, adoption, retention, growth). You'll manage a layer of Team Leads or directly manage Account Managers across several countries, with accountability for retention, revenue growth, and operational excellence.
Key responsibilities include:
- Define and execute account management strategy, segmentation, and long-term roadmap
- Line manage Team Leads and Account Managers; hire, coach, develop, and scale high-performing leaders
- Build standard operating procedures, playbooks, KPIs, forecasting cadence, quota design, and capacity planning
- Own revenue retention, expansion (upsell/cross-sell), and churn reduction strategies to maximize merchant Take Home Pay
- Lead go-to-market strategy for WoltAds, Promotions, and Campaigns; partner with local advertising teams on spend prioritization and conversion playbooks
- Create promo-funding playbooks and set co-funding targets to ensure campaign efficiency and measurement
- Grow ad sales revenue and drive adoption of evergreen campaigns and AutoBidding
- Establish metrics, dashboards, and reporting; use data to optimize coverage, productivity, and targeting
- Partner cross-functionally with Sales, Marketing, Onboarding, Product, Finance, and Operations
- Represent customer needs internally; lead resolution for strategic accounts and systemic issues
- Lead workforce planning, staffing models, and budget recommendations
- Drive change initiatives around tooling, process, CRM automation, and quality assurance
Success is measured by Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn rate, commission rate, Take Home Pay rate, revenue expansion, ads revenue, promo funding efficiency, merchant satisfaction (CSAT/NPS), team productivity metrics, forecast accuracy, and employee engagement.
You'll thrive in a fast-moving, high-growth environment with a strategic yet hands-on approach, balancing quantitative rigor with customer empathy, and building a culture of continuous improvement.
REQUIREMENTS:
- 8+ years of experience in account management, customer success, or sales leadership with direct team management experience
- 3+ years managing managers (Team Leads); proven "manager of managers" experience
- Track record of scaling teams (hiring, enablement, process, tooling) while improving retention and account growth metrics
- Strong operational and analytical skills; comfortable with forecasting, KPIs, dashboards, and CRM systems (Salesforce, HubSpot, Gainsight, etc.)
- Excellent people leader: coaching, calibration, performance management, and building leadership bench strength
- Excellent communicator; able to influence senior leadership and partner across functions
- Customer-first mindset with bias for measurable outcomes (NRR, churn, adoption, ARPA)
- Bachelor's degree or equivalent experience
NICE-TO-HAVE:
- Experience in marketplace, logistics, SaaS, or commerce platforms
- Experience with subscription/recurring revenue business models and incentive plan design
- Experience scaling teams across multiple markets/countries and managing distributed teams
- Experience with operational tools such as Tableau/Looker or BI tooling
