Mid Market Account Manager, EMEA

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About the role

We are seeking a methodical and proactive Account Manager to own and grow a book of Mid-Market accounts. In this role, you'll manage a portfolio starting at $1M ARR with significant runway for growth - making it essential that you balance intentional account retention with a sharp eye for expansion opportunities.

The Mid-Market Account Manager is responsible for growing NRR and maintaining GRR across our mid-market customer segment (defined here as companies with between 500-1000 employees) through disciplined renewal execution and strategic upsells. Success in this role requires someone who is highly organized, deeply customer-focused, and operates with a business owner mentality - someone who treats their book of business as their own and holds themselves accountable to its health and growth.

Key objectives for success:

• Achieve a minimum of 90% retention rate for both logo retention and revenue retention within 12 to 18 months.

• Reach an expansion revenue target of approximately 135% of the existing customer base, subject to final approval.

• Maintain strong customer relationships through meetings, ad hoc syncs, and business reviews.

• Mitigate risk and manage customer expectations through proactive outreach and problem-solving.

• Cultivate a deep understanding of your customers' business (operating rhythm, key stakeholders, business objectives, etc) to ensure the value of LucidLink's products are fully realized.

• Leverage data and analytics to anticipate churn before it happens and providing solutions that earn our customers' business year after year.

Required competencies:

• Familiarity with software-as-a-service (SaaS) business models and customer lifecycles.

• Background with Media and Entertainment, Cloud Storage, and/or Software is strongly preferred

• Demonstrated success growing existing customer accounts via renewals and upsells (please leverage data and performance metrics in your application or resume

• Strong communication and problem-solving skills with a customer-centric approach.

• Ability to work cross-functionally with sales, support, and technical teams to drive customer success

Interview process:

1. Initial interview with Recruiter

2. Hiring Manager interview

3. Cross-functional interview(s)

4. Role-play interview

Reasons to join LucidLink:

• Tackle big challenges: You’ll have the chance to solve complex, high-stakes problems that redefine how teams collaborate globally. By starting with the Media & Entertainment industry and expanding into data-intensive sectors, you’ll gain deep insight into cutting-edge technologies and play a role in shaping the future of global workflows.

• Values-led culture: Our values don’t just exist on paper—they guide every decision and interaction. You’ll thrive in an environment where integrity, innovation, and empathy are at the core of how we operate, empowering you to grow personally and professionally.

• Hypergrowth journey: Joining a company with rapid growth means unparalleled opportunities for advancement, learning, and being part of an exciting journey toward unicorn status. You’ll experience the adrenaline of startup speed combined with the satisfaction of building something truly impactful.

• Immediate impact: At LucidLink, your work will matter—immediately. You’ll be part of a tight-knit team of 230+ builders working at startup speed, where your ideas and actions will create tangible, exponential results that contribute to our collective success.

• Comprehensive benefits: We believe in investing in our people. With flexible PTO, a competitive salary, stock options, and full health coverage, you’ll feel supported both professionally and personally while enjoying a strong work-life balance.

At LucidLink, AI fluency is a core professional competency. As part of our interview process, we'll explore how you currently use AI tools in your work and how you think about using them responsibly.