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About the Role
Pocket is seeking its first Account Manager to own the entire lifecycle of customer accounts, from onboarding and growth to renewals. This hands-on role involves running onboarding calls, driving expansion, and closing renewals, while also defining the company's account management playbook.
Responsibilities
- Own expansion: increase devices and seats in existing accounts.
- Manage renewals: ensure timely renewals with increasing attach rates.
- Develop the account playbook: define processes for onboarding, check-ins, expansion, and renewals.
- Maintain account health in CRM: track activation, usage, seats, renewal dates, and next steps.
- Provide feedback to product and support teams based on customer needs and issues.
Requirements
- Proven experience owning a book of business, including onboarding, expansion, and renewals, with measurable results.
- 2+ years in account management or customer success within a B2B software or hardware company.
- Experience running product rollouts, including device deployment, admin setup, and usage growth.
- Proficiency in AI-native tools and automation for work processes.
- Data-driven approach to managing account activation, usage, and renewal dates.
Skills
- Account Management
- Customer Success
- B2B Software/Hardware
- Product Rollouts
- AI-native tools
- Automation
- Data Analysis
- CRM Management
- Hardware
- Subscription Products
- Account Management Playbook Development
- SSO
- Security Reviews
Location
- US
- European markets
Work Type
- Full-time
Experience Level
- 2+ years
Salary/Compensations
- Competitive base, variable on expansion and renewals, and equity
Benefits
- First account management seat in a fast-growing B2B function
- Path to leading account management as it scales
- Direct impact on company growth with founder access
- High-trust, high-responsibility environment
About the Company
- Pocket is a Y Combinator W26 company.
- We build a premium hardware plus software product in the AI voice recorder space.
- We are obsessed with quality and speed.
- We are scaling rapidly in the US and European markets.
- We aim to build a category-leading device experience.