Account Manager

Reports to:Chief Commercial OfficerFunction:Client ExperienceAbout PopAIPopAI is an applied-AI company transforming enterprise performance through human-in-the-loop intelligence and automation. Our platforms —AgentiX, Opera, and PopApps— help organizations streamline operations, improve efficiency, and deliver measurable P&L impact.As we scale across the UAE, Philippines, and emerging markets, we're building a world-class commercial team to deepen industry credibility, expand professional networks, and position PopAI as a trusted partner in enterprise AI adoption across BPOs, shared services, fintech, e-commerce, and other complex operations.Role OverviewThe Account Manager (AM) reports to the Chief Commercial Officer and drives organic revenue growth by managing adoption, retention, and expansion of PopAI's AI-powered solutions across enterprise clients. This role is central to delivering Net Revenue Retention (NRR) and Gross Retention Rate (GRR) targets, fostering long-term client partnerships, and identifying upsell/cross-sell opportunities. The ideal candidate is proactive, purpose-driven, and experienced with enterprise SaaS, AI solutions, or digital transformation initiatives across multiple industries.Key ResponsibilitiesClient Relationship Management:Act as the primary contact for assigned accounts, building trusted-advisor relationships with executives across BPOs, fintech, e-commerce, and enterprise shared services. Conduct quarterly business reviews (QBRs) to measure adoption, capture feedback, and ensure client satisfaction above 95%.Adoption and Onboarding:Partner with Delivery and Customer Success teams to facilitate smooth post-sale handoffs. Develop 90-day success plans with KPIs, executive sponsors, and risk mitigation strategies. Monitor usage metrics and drive adoption of AI tools like Recon.AI within platforms such as Salesforce.Revenue Expansion:Identify upsell/cross-sell opportunities, expanding clients from core services to advanced AI features or agents-for-equity engagements. Log demand signals and prioritize based on revenue impact, providing insights to the Product/AI Council. Contribute to NRR goals through renewals, add-ons, and contract expansions.Performance Monitoring and Reporting:Track account health via CRM, maintain accurate records of contacts, cadence, support models, and expansion opportunities. Deliver regular reports on usage analytics, ROI demonstrations, and revenue forecasts to support leadership decision-making.Cross-Functional Collaboration:Work with Sales Executives, Alliances, Product, and AI teams to resolve technical issues, ensure compliance, and customize solutions. Support post-acquisition integration by engaging acquired enterprises to drive adoption of PopAI products.Market and Feedback Integration:Capture client feedback to identify trends, integration needs, or feature gaps. Contribute to marketing and product strategy by participating in Product & AI Council meetings.Required Qualifications and SkillsBachelor's degree in Business, Marketing, Finance, or related field; MBA preferred.3–5 years' experience in account management, customer success, or sales in BPO, SaaS, AI, fintech, e-commerce, or enterprise shared services.Proven track record of NRR >110% and client retention >90%.Strong understanding of revenue models, including subscription, usage-based, and agents-for-equity structures.Excellent interpersonal, negotiation, and presentation skills with C-level executives.Proficiency in CRM (e.g., Salesforce) and analytics tools; familiarity with AI automation is highly desirable.Analytical mindset for interpreting usage data, market trends, and performance metrics.Ability to thrive in a fast-paced, lean environment while aligning work to the company's purpose.Willingness to travel occasionally for client meetings or industry events.What We OfferCompetitive base salary plus performance-based commissions tied to NRR and expansion revenue.Professional growth opportunities in a purpose-driven culture, with exposure to senior leadership and AI tools.Opportunity to impact enterprise AI adoption across multiple industries.