Account Manager

WHO WE ARE

Element was founded by the team behind the Matrix protocol, a groundbreaking project redefining how the world communicates through open, secure and decentralised messaging.

The mission behind Matrix is simple but powerful: make messaging as open and accessible as email. That means giving people and organisations the freedom to choose where their data is hosted, enjoy truly private conversations, and stay in control of their communications.

Today, Element helps major organisations run Matrix securely at scale, from the French, German and British governments to international institutions like NATO and the UN.

THE ROLE

As an Account Manager (AM) at Element, you’ll own the commercial relationship with our existing customers, ensuring renewals are secured and accounts expand in line with customer value and business outcomes.

You’ll be measured by renewal rate, net revenue retention, and expansion pipeline, working across functions to identify growth opportunities, mitigate churn risk, and align commercial strategy with customer objectives.

Reporting directly to the VP Sales you will collaborate closely with:

• Customer Success Managers to assess adoption health and identify expansion signals.
• Pre-Sales Team (Account Executives and Pre-Sales Engineers) to shape upsell and cross-sell opportunities.
• Support and Technical Account Managers to remove blockers impacting renewals.
• Product and Delivery teams to structure commercial models around roadmap commitments and sponsored development.

This is a commercially focused role at the intersection of value realization, strategic account planning, and revenue growth.

Responsibilities

• Commercial Ownership
• Own the renewal lifecycle end-to-end: forecasting, pricing, negotiation, and contract execution.
• Develop and execute multi-year account growth plans aligned to customer strategy.
• Identify and close upsell and cross-sell opportunities.
• Strategic Account Management
• Build executive-level relationships and understand procurement and budget cycles.
• Position Element’s roadmap and services against customer strategic priorities.
• Risk & Revenue Management
• Identify renewal risks early and coordinate mitigation plans with CSMs and technical teams.
• Lead commercial recovery conversations where accounts are at risk.
• Maintain accurate pipeline management and revenue forecasting.
• Cross-Functional Collaboration
• Partner with CSMs to convert realised value into expansion.
• Provide structured feedback to Product on commercially impactful gaps.