Manager, Account Coordination

accessiBe is the market leader in web accessibility that makes websites accessible to people with disabilities. accessiBe is more than a workplace, it’s a passion. Each day you’re surrounded by people who share the same goal and values, who work endlessly to break down accessibility barriers. We care about all people, regardless of their ability. We hire people that are determined to succeed and who are not afraid of rapid change. Our core values showcase who we are and we strive to focus on excellence and sincerity. The internet was designed to be open to everyone — but for the 1.3 billion people living with disabilities, it’s still full of barriers. accessiBe exists to change that. As the category leader in AI-powered web accessibility, we give businesses the tools to make the web inclusive for everyone, one site at a time. We’re building a team that cares about that mission and still wants to win commercially. If those two things don’t feel like a contradiction to you, read on. About the Role This is a player-coach position. You’ll own a book of long-tail accounts while leading two Account Coordinators — the team responsible for first-line customer communication, high-volume account management, and the early signals that drive retention and expansion. This is an early leadership role with real upside. As the AC team grows, so does your scope. We’re looking for someone who wants to build, not just manage. What will you do: Own Your Book Manage a portfolio of long-tail accounts through the full post-sale lifecycle: onboarding, adoption, renewal, and expansion. Handle a high volume of inbound and outbound customer communication with speed and precision. Identify churn signals early and act on them before they become problems. Surface upsell and cross-sell opportunities within your accounts and coach your team to do the same. Lead & Coach Your Team Run weekly 1:1s with your two Account Coordinators — listen to calls, review emails, give real feedback. Be the escalation point for your team’s toughest customer situations. Set clear expectations, hold your team accountable, and celebrate wins loudly. Help develop the playbooks, processes, and habits that will scale as the team grows. Drive the Numbers Own your team’s retention and expansion metrics — GRR, NRR, renewal rate. Report to leadership with accuracy and transparency. No surprises. Think commercially: a healthy customer is a growing customer. Requirements: 2–4 years of experience in account management, customer success, or a similar post-sale role in a B2B SaaS environment. You’ve handled volume before, including high-touch at scale Some leadership experience, even informal: you’ve mentored someone, run a process, or stepped up when it mattered. You speak the language of SaaS retention metrics (NRR, GRR, churn) and aren’t intimidated by owning a number. Organized, fast, and detail-oriented - you can manage a packed queue without dropping anything. High EQ. You can de-escalate a frustrated customer and coach a junior rep in the same afternoon. You actually care about accessibility and inclusion. Our mission isn’t wallpaper — it’s why we show up. Why You’ll Love Working Here Your work directly contributes to making the internet more accessible for people with disabilities. That’s a “why” you can wake up for. This team is growing. First-time managers who deliver earn expanded scope — more reps, more accounts, more opportunity. Remote role. We care about results, not where you work. Collaborative, honest, fast-moving. We work hard and actually like each other. $80,000 - $95,000 base salary plus commission (OTE ~95k-110k) plus equity, comprehensive health benefits, equity, generous PTO. Equal opportunities At accessiBe, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. accessiBe is proud and committed to providing equal opportunity employment to all individuals regardless of disability, race,