Growth Account Manager
About Swap
Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.
Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.
At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.
About the Role
As a Growth Account Manager, you’ll own the long-tail book of business and be responsible for driving retention, adoption, and expansion at scale. This role is perfect for someone who enjoys running a tight operating rhythm, building repeatable programmes, and turning lots of small opportunities into meaningful revenue. You’ll manage customer relationships primarily through 1-to-many motions (campaigns, webinars, office hours, and structured check-ins), while still stepping in with high-touch support for the right moments. You’ll be a key voice of the customer internally, partnering with Support, Product, and Sales to reduce friction, improve activation, and unlock upsell opportunities across the portfolio.
Key Responsibilities
Own a long-tail portfolio of customers, accountable for retention, product adoption, and net revenue growth.
Build and run scalable 1-to-many customer programmes (office hours, webinars, lifecycle comms, playbooks) to drive outcomes efficiently.
Deliver consistent customer health monitoring, identifying risk early and proactively executing churn prevention plans with Support and CS Ops.
Identify expansion opportunities and run structured, repeatable upsell motions (including warm handoffs to Sales where relevant).
Drive product usage by guiding customers to best practices, helping them unlock value across Swap products, and improving activation.
Create and maintain a simple operating cadence: segmented outreach, QBR-light check-ins for higher potential accounts, and structured follow-ups.
Capture and synthesise customer feedback and trends, translating them into clear themes and actionable recommendations for Product and Ops.
Keep CRM and reporting up to date, tracking key metrics (health score, renewal dates, adoption, risk reasons, expansion pipeline) and communicating performance.
What we would like to see:
Experience managing a portfolio of SMB / long-tail customers in SaaS, preferably in eCommerce, logistics, or operations tooling.
Strong commercial instincts: confident driving renewals, reducing churn, and spotting expansion opportunities in a high-volume environment.
Comfortable running 1-to-many motions and building lightweight systems that scale (segmentation, sequences, playbooks, templates).
Excellent written communication and the ability to simplify complex concepts into customer-friendly guidance.
Operationally strong: organised, data-aware, and able to manage competing priorities without dropping details.
A proactive, ownership-driven mindset: you take initiative, unblock problems, and follow through.
Comfortable partnering cross-functionally with Support, Product, and Sales to get things done for customers.
Experience with tools like HubSpot / Salesforce, Intercom, Vitally (or similar), and a solid grasp of reporting fundamentals.
Benefits:
Competitive base salary.
Stock options in a high-growth startup.
Competitive PTO with public holidays additional.
Private Health.
Pension.
Wellness benefits.
Breakfast Mondays.
Diversity & Equal Opportunities:
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.
