Head of Account Management

Tech Sales Jobs; Warszawa; On-site; PLN 292,000 - 438,000; Full time

Job summary

Wolt seeks a strategic, hands-on Sub-regional Head of Account Management to scale our account management across countries. You will lead Team Leads and Account Managers, shaping strategy, coaching leaders, and driving lifetime value for thousands of merchants.

You’ll own revenue retention, upsell and churn reduction while partner­ing cross-functionally to align acquisition and post-sale motions. This role requires strong analytics and leadership in a fast-growing environment.

Qualifications

• 8+ years of experience in account management, customer success, or sales leadership.
• 3+ years managing managers (manager of managers).
• Proven track record scaling teams while improving retention and growth metrics.
• Strong operational and analytical skills; comfortable with forecasting, KPIs and dashboards.
• Excellent people leadership, coaching and communication, with a customer-first mindset.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Define and execute the account management strategy—segmentation, coverage, lifecycle motions and long-term roadmap.
• Line manage Team Leads and frontline Account Managers; hire and coach leaders.
• Build SOPs, playbooks, KPIs, forecasting cadence, quota design and capacity planning.
• Own revenue retention, expansion and churn reduction strategies.
• Define GTM and coverage for ads, promos, campaigns; collaborate with local ads teams.
• Drive promo funding strategy, co-funding targets and campaign efficiency.
• Grow ads revenue and adoption, increase ARPA from advertising and promos.
• Establish metrics, dashboards and reporting; use data to optimize coverage and targeting.

Skills

Account management

People leadership

Operational excellence

Forecasting & analytics

CRM systems

Communication

Customer-centric mindset

Education

Bachelor's degree

Tools

Salesforce

HubSpot

Gainsight

Job description

Sub‑Region Head of Account Management

Location: Warsaw, Poland

Department: Merchant account management SMB

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self‑starter with drive and entrepreneurial spirit, this could be the ride of your life.

Role Summary:

We’re hiring a strategic, hands‑on Sub‑regional Head of Account Management to lead and scale our account management function to support our Rx, NV and Commerce Platform teams. You’ll manage a layer of Team Leads (managers of frontline Account Managers) or directly manage Account Managers in several countries and be accountable for the overall retention, revenue growth, and operational excellence across the segment. This is a leader role — you’ll set strategy, build the playbook, run operations & forecasting, recruit and coach leaders, and partner cross‑functionally to drive lifetime value for thousands of merchants.

What you’ll own:

• Strategy & Vision: Define and execute the account management strategy — segmentation, coverage model, lifecycle motions (onboarding, adoption, retention, growth), and long‑term roadmap.
• People Leadership: Line manage Team Leads and frontline Account Managers. Hire, coach, develop and scale high‑performing leaders; run regular 1:1s, calibration, and career planning.
• Operational Excellence: Build standard operating procedures, playbooks, KPIs, forecasting cadence, quota & incentive design, and capacity planning for the channel.
• Revenue & Retention: Own revenue retention, expansion (upsell/cross‑sell), and churn reduction strategies — working to maximize Take Home Pay
• Lead Ads & Promotions commercial motions: define go‑to‑market and coverage for WoltAds, Promo & Campaigns, and venue marketing credits; partner with local Advertising teams to prioritise spend, co‑funding and conversion playbooks.
• Drive promo‑funding strategy & efficiency: create playbooks for promo funding/co‑funding (local & Mx), set co‑funding targets, ensure campaign efficiency and measurement (e.g., orders uplift per promo euro).
• Own ads revenue and adoption targets: grow ad sales revenue within the book, drive adoption of evergreen campaigns and AutoBidding, and increase ARPA from advertising and promotional products.
• Performance & Analytics: Establish and monitor the right metrics, dashboards and reporting; use data to optimize coverage, productivity and targeting.
  Cross‑Functional Partnership: Work closely with Sales, Marketing, Onboarding, Product, Finance and Operations to align acquisition to post‑sale motions, surface product feedback, and improve customer outcomes.
• Customer Advocacy & Escalations: Represent customer needs internally, lead resolution for strategic/high‑impact accounts and systemic issues, and steward voice‑of‑customer insights.
• Headcount & Budgeting: Lead workforce planning, staffing models, and budget recommendations for the account management organization.
• Change Management / Scaling: Lead change initiatives as you scale — tooling, process, CRM automation, and quality assurance.

What you'll be doing:

Must-have

• 8+ years of experience in account management, customer success, or sales leadership, with direct experience.
• 3+ years managing managers (Team Leads) — proven experience as a “manager of managers.”
• Track record of scaling teams (hiring, enablement, process, tooling) while improving retention and account growth metrics.
• Strong operational and analytical skills — comfortable with forecasting, KPIs, dashboards, and CRM systems (Salesforce, HubSpot, Gainsight, etc.).
• Excellent people leader: coaching, running calibration, performance management, and building leadership bench strength.
• Excellent communicator — able to influence senior leadership and partner across product, sales, marketing and operations.
• Customer‑first mindset with a bias for measurable outcomes (NRR, churn, adoption, ARPA).
• Bachelor’s degree or equivalent experience.

Nice-to-have

• Experience in marketplace, logistics, SaaS or commerce platforms that serve s.
• Experience with subscription / recurring revenue business models and designing incentive plans.
• Experience with scaling teams across multiple markets/countries and managing distributed teams.
• Experience with operational tools such as Tableau/Looker, or BI tooling.

Success metrics / KPIs:

• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
• Churn rate (monthly/quarterly)
• Commission Rate %
• Take Home Pay Rate %
• Revenue expansion (upsell & cross‑sell) from accounts
• Ads revenue (absolute and growth %)
• Promo Funding
• Merchant satisfaction (CSAT/NPS) for segment
• Team productivity metrics (accounts per AM, bookings per rep)
• Forecast accuracy & management of renewal pipeline
• Employee engagement and leadership bench strength (turnover of Team Leads / AMs)

Competencies & leadership qualities:

• Strategic thinker who is hands‑on and operationally excellent.
• Data‑driven decision maker who balances quantitative rigor with customer empathy.
• Coach and talent developer who builds trust and drives results through others.
• Change agent who can scale processes and build a culture of continuous improvement.
• Highly adaptable and comfortable with ambiguity and rapid growth.

Why you’ll love it:

• Global and growing fast: Be part of a fast‑moving scaleup
• Ride of a lifetime: Accelerate your career and build your sales skills
• Instant impact: Take ownership and make a difference
• Big hearts and small egos: Surround yourself with smart, friendly people

Compensation:

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on factors such as the candidate’s skills, experience and qualifications.

The salary below is the monthly salary range for this position.

The successful candidate's starting total target compensation (On‑Target Earnings) for this role will fall within the pay range listed below and is determined based on a number of job‑related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. This compensation is composed of a percentage based split between base salary and variable pay (where the base salary represents a percentage of the total range below. Eligible employees may earn variable compensation if they meet 100% of their performance targets. Actual earnings may be higher if targets are exceeded or lower if targets are not fully met.

This position would be eligible for consideration for an equity award grant of restricted stock units on commence and during the annual pay review cycle. Upon commencement of employment, you would be eligible to be considered for a grant. Thereafter, any further grants would be at the Company's discretion.

26 142 zł — 39 212 zł PLN

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.