Account Manager & Customer Success Manager, International

Why Mend.io

We are redefining how modern organizations secure software from open source and custom code to AI-generated components. As the creators of the first AI Native AppSec Platform, we help global enterprises stay safe, fast, and compliant in an era of AI-driven development. Our platform combines intelligent automation, deep risk visibility, and developer-first experiences, shaping the future of application security.

We are also committed to building a collaborative, empowering workplace. If you are excited about this role but do not meet every requirement, we encourage you to apply. Your perspective could be exactly what we need!

We are looking for a Customer Success & Account Manager to own and grow relationships with our international enterprise customers across EMEA, APAC, India, and other global markets.

This is a unique opportunity to combine commercial account management, customer success, and technical relationship management in one impactful role. You will be responsible for driving renewals, identifying expansion opportunities, ensuring successful adoption of Mend.io's solutions, and managing customer challenges throughout their lifecycle.

You will serve as a trusted partner to your customers, combining strong commercial skills with technical understanding to help them maximize the value of our platform.

Responsibilities:

Account Management & Revenue Growth:

• Manage a portfolio of international enterprise customers, with direct ownership of renewal and expansion targets.

• Own the end-to-end renewal process, including forecasting, pricing discussions, negotiations, and timely closure.

• Identify and drive upsell and cross-sell opportunities across the Mend.io platform (SCA, SAST, container security, and AI security), with a particular focus on expanding the adoption of our AI security solutions.

• Maintain accurate account information and sales forecasts in Salesforce, including pipeline opportunities, next steps, renewal dates, and potential risks.

• Build and maintain strong relationships with key stakeholders, including security and engineering leadership, procurement, and business decision-makers.

Customer Success & Adoption:

• Lead customer onboarding and implementation activities, ensuring clear expectations, timelines, integration requirements, and successful adoption.

• Develop a deep understanding of each customer's technical environment, including repositories, CI/CD pipelines, integrations, security policies, and product usage.

• Conduct regular business reviews to demonstrate value, identify opportunities for improvement, and align with customer objectives.

• Proactively monitor customer health, adoption, usage trends, and potential risks, taking action to improve satisfaction and prevent churn.

Technical Escalation & Issue Management:

• Act as the primary customer-facing point of contact for technical challenges, ensuring a clear understanding of the issue, its business impact, and the required next steps.

• Coordinate with Support, Professional Services, Product, and R&D teams to drive timely resolution of complex technical issues.

• Maintain end-to-end ownership of escalations, ensuring effective communication, follow-up, and customer satisfaction throughout the process.

• Ensure appropriate post-resolution follow-up, including understanding root causes, communicating corrective actions, and identifying opportunities to prevent recurring issues.

• Share customer feedback and insights with internal teams to support continuous product and service improvements.

Requirements:

• 3+ years experience in Account Management, Customer Success, or Technical Account Management within a B2B SaaS environment, including direct responsibility for renewals and/or expansion revenue.

• Demonstrated success in achieving renewal and expansion targets while managing enterprise customers.

• Strong technical understanding of software development environments, including CI/CD pipelines, source control, package managers, integrations, and developer tools, or proven ability to quickly develop expertise in similarly complex technical environments.

• Experience managing complex technical escalations and coordinating cross-functional teams to drive resolution.

• Strong commercial skills, including discovery, relationship management, pricing discussions, negotiation, and closing.

• Excellent communication, interpersonal, and relationship-building skills, with the ability to engage effectively with both technical and business stakeholders.

• Excellent English communication skills, both written and verbal. Additional languages are an advantage.

• Experience working with international customers across different time zones and cultures.

• Self-driven, proactive, and accountable, with a strong customer-first mindset and the ability to manage multiple priorities.

Advantages:

• Background in application security, developer tooling, or related technologies (SCA, SAST, container security, software supply chain).

• Hands-on familiarity with Jenkins, GitHub Actions, GitLab CI, Azure DevOps, Jira, or similar tools.

• Experience with AI security products or a strong interest in AI-driven development and its security implications.

• Experience working with Salesforce and Gainsight.

Our Culture

At Mend.io, we are leading the way in securing AI-powered applications, and we believe the best innovations come from teams where everyone feels valued. We are committed to a workplace built on respect, trust, and growth, where learning and flexibility empower people to do their best work.