The role
tinyEmail sends 100M+ emails a day for 3,000+ businesses. Your job is to keep them happy and growing: Shopify stores moving to bigger sending volumes, publishers scaling their newsletters, and teams adding SMS, List Cleaning or Identity Resolution.
You will own a book of accounts, lead plan reviews and renewals, and make sure every customer is on the plan that fits how they actually send.
- Book of existing customers
- Renewals and plan reviews
- SMS, List Cleaning, Identity Resolution
- Ecommerce and publishers
- Works with Customer Success
What you'll do
- Own a book of accounts: regular check-ins, plan reviews and renewals.
- Spot when a customer needs a bigger plan, an add-on or SMS, and make the case with their own numbers.
- Bring in Customer Success and our delivery team when something needs fixing, and follow through until it is fixed.
- Turn customer feedback into clear, written notes for product.
- Recommend the plan that fits, even when it is the smaller one. Trust is what renews.
How we work
We grow with customers by being useful to them. No pressure tactics and no surprises at renewal.
We are a distributed team, so decisions and account plans get written down. You will work closely with Customer Success, our 24/7 support team and the Account Executives.
First 90 days
30
days
learn the product and your book; meet your largest accounts.
60
days
plan reviews with your top accounts; your first renewals and upgrades.
90
days
own renewals and growth for your book, with a written plan for each key account.
Requirements
- 3+ years in account management or customer success at a SaaS company.
- Commercially minded: comfortable leading renewal and upgrade conversations.
- You can explain a billing or deliverability issue clearly to someone who is frustrated.
- Organised: nothing in your book renews by surprise.
- Comfortable using AI tools in your daily work.
Nice to have
Experience with an email marketing platform or Shopify apps; a working grasp of deliverability (SPF, DKIM, DMARC, warmup); experience with publishers or high-volume senders.
What this is not
- Not a support queue: our 24/7 support team handles tickets.
- Not upsell at all costs.
- Not a hand-off desk: you own the relationship.
- Not a role without a voice in what product builds next.
Process
- 1Intro call
- 2Conversation with the hiring manager
- 3Account review exercise: plan the next quarter for a sample customer
- 4Team conversations
- 5References