Strategic Customer Account Manager - 6 months FTC
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Our Mission
Swapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future-proof events.
Our Vision
At Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences.
Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact.
Our Beliefs
At Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation.
We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants.
Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion.
The Role
The Strategic Account Manager (SAM) owns the success and growth of a single enterprise customer across a defined geographic region. This is an evolution of our Customer Account Manager role: alongside retention and commercial ownership, the SAM is accountable for regional market development — mapping the client's full event ecosystem, discovering net-new divisions and teams, and growing Swapcard's market share within the account.
You will be the strategic advisor and commercial driver for your region, combining deep relationship management, operational discipline, and proactive discovery of new business. You will work hand-in-hand with Customer Implementation Managers (CIMs), who own technical delivery, so you can focus on strategy, growth, and stakeholder influence.
This is a role for someone who thinks like an owner: equally comfortable running an executive business review, building a regional growth plan, and uncovering the next expansion opportunity on an exhibition floor.
What you'll do
Client success & retention
- Drive platform adoption and demonstrable ROI across all accounts in your region, post-sale and post-renewal.
- Maintain high satisfaction and engagement; anticipate risk through active listening, usage monitoring, and early intervention.
- Own detractor and at-risk response (NPS / willingness-to-renew), coordinating outreach and mitigation.
Revenue growth & commercial ownership
- Support renewals, expansion, upgrades, and cross-sells for your regional portfolio.
- Build accurate forecasts grounded in client usage and market trends.
- Design and monetize add-ons in support of team lead, Marketplace activations, and enhanced services with the client.
Regional market development
- Track competitor tools, contract dates, and renewal cycles; maintain a living regional market map as appropriate
- Assess pain points, switching probability, and blockers; quantify and grow market share year over year.
Relationship management & influence
- Act as the primary contact and strategic advisor to regional client stakeholders.
- Build a multi-level influence network across digital operations, marketing, sales, and leadership.
- Maintain a structured engagement cadence: weekly with event teams, monthly with influencers, quarterly with executives, and bi-annual in-person reviews.
Strategic & regional planning
- Develop comprehensive account plans covering objectives, growth levers, adoption roadmap, and risk mitigation.
- Build 90/60/30-day action plans per key event to ensure timely delivery and maximum value.
- Define mutual success metrics (KPIs) with each stakeholder group and benchmark against comparable Swapcard events.
Delivery alignment & operational discipline
- Own the strategic deployment of in-scope events; partner with CIMs, who execute delivery plans, to maximize activation.
- Jointly own project updates, learnings, and replication of successful practices across the region.
- Maintain Gainsight data integrity; document milestones, communications, and account activity weekly.
- Provide flexible onsite engagement for high-value moments — exhibitor ROI triage, executive touchpoints, and discovery meetings.
What success looks like
Within your term:
- Year-over-year retention and expansion rate across your regional portfolio
- Number of new divisions discovered and progress to conversion
- Market-share growth within your region
- Operational health of all in-scope events (on-time delivery and satisfaction)
- Forecast accuracy and Gainsight hygiene
- Feedback-loop engagement health and stakeholder sentiment
What you will bring
Required
- 5+ years in a Customer Success, Account Management, or hybrid commercial role in SaaS or event technology (see open items on seniority)
- A proven track record managing and growing enterprise accounts, with real commercial ownership: renewals, upsells, and quota
- Strong strategic and consultative instincts — able to move from "how-to" support to trusted advisor
- Excellent project management and the ability to orchestrate cross-functional teams (implementation, onsite, data, solution design)
- Comfort operating in fast-paced, ambiguous, and changing environments
- Willingness to travel regularly across the region, including to industry events and onsite activations
- Fluent English
Nice to have
- Experience owning a large, multi-division enterprise account or a defined regional territory
- Familiarity with event technology, exhibitions, or the trade-show ecosystem
- Working knowledge of Salesforce and Gainsight
- Additional languages relevant to the region (e.g., Arabic)
Swapcard’s Interview process
Our thorough interview process aims to identify exceptional talent to advance our mission while offering you a chance to explore your career potential at Swapcard.
1. Screening Interview with a recruiter from our people team.
2. A remote exercise to demonstrate and assess your skills.
3. Manager review with your future reporting manager
4. Leadership review with one of our department leaders
5. Reference check conducted by our people team
6. Offer
Swapcard's Values
🧠 Curious: We ask questions, try new things and take risks. We learn from one another and see mistakes as opportunities to grow—what matters most is how we react and learn from them. We are curious about what something is and why something is. Innovation thrives when curiosity drives.
🗝️ Value-Driven: At Swapcard, we focus on making each decision count by prioritising outcomes that create meaningful value for our customers, team members, and partners.
💚 Human: At Swapcard, being human means fostering empathy, openness, and diversity to create a caring and collaborative community. We’re driven by a strong team spirit and a shared goal of building meaningful connections—both through our product and within our team.
✊ Resilient: We embrace challenges with optimism, creativity, and adaptability, constantly seeking innovative solutions and opportunities for growth.
👑 Ownership: At Swapcard, we take responsibility and are accountable for our actions, driving success through initiative, trust, and accountability. True ownership means more than just completing tasks; it's about being proactive, investing ourselves fully in the outcomes, and fostering a culture of trust.
Benefits & Reasons to Join Swapcard
- International team with 40+ nationalities (more on the way!) 🌍
- Remote-first policy with headquarters in Paris 🗼
- Thriving startup with career growth opportunities 🪴
- Open-minded culture that appreciates differences 👽
- Feedback-driven, supportive & curious team with a DIY mindset 🤔 🛠
- Generous Paid Time Off to ensure you have time for what matters most ❤️🏡
- Remote perks designed to optimize your working experience 🎁
- In-person social gatherings to celebrate our achievements 🏝️
- 100% of your health insurance contribution paid by Swapcard 🏥
- Work-from-home budget (one-off contribution for equipment in addition to your initial equipment setup) 🖇️
- Co-working space budget to support remote work in professional environments 💼
- Learning budget to help you develop new and existing skills 🤓
- Mental health care initiatives to support your well-being 🧘
Equal Opportunity
Swapcard is committed to upholding equal employment practices and making merit-based employment decisions. We welcome individuals from all backgrounds, abilities, and experiences to apply, regardless of race, nationality, religion, sexual orientation, gender identity, pregnancy status, age, marital status, and status as a veteran
Skills
As published by lever · 9 questions · 9 written answers
Which location are you applying for?, Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website
- Are you comfortable working remotely?
- What do you expect to get out of your time in Swapcard ?
- How many years of B2B SaaS sales experience do you have?
- Do you have experience working in the events industry? If yes, how many years?
- Are you comfortable to travel for work?
- When would you be available to start?
- Can you share your annual salary expectations ?
- Will you be needing employer sponsorship from us?
- What languages are you comfortable working with? optional