Account Manager

Passbolt

Passbolt is an open-source password manager explicitly designed for teams and organizations. It allows businesses to securely centralize, organize, and share credentials, combining enterprise-grade, end-to-end encryption with granular access controls and audit trails

Account Manager definition

The Account Manager owns the inbound commercial journey for assigned prospects and accounts, with a primary focus on small-to-medium deals. The Account Manager engages prospects through email, chat, phone, and discovery calls, qualifies opportunities, runs introductory demos, and closes small and medium deals end-to-end. On large enterprise deals, the Account Manager works in pod with an Account Executive, contributing account knowledge and running the operational side of the deal cycle.

About The Role

We are looking for an experienced, results-driven Account Manager to join our inbound sales team based in Luxembourg. You will engage every day with dozens of prospects coming from everywhere in the world, sometimes representing prestigious companies or government bodies. You are one of the primary commercial voices that Passbolt presents to its market.

Passbolt’s inbound funnel is international by nature, and you will work with customers from many different geographies. At the same time, your primary focus will be the German market: German-speaking prospects, partners, and customers will be routed to you. You will build deep familiarity with the German market over time: its buying patterns, competitive landscape, and local procurement and compliance expectations.

The role covers the full inbound sales motion: responding to incoming enquiries, running discovery calls, qualifying leads against our Ideal Customer Profile, organizing online demos, generating estimates, and closing small and medium deals. On large enterprise deals, you work in pod with an Account Executive, contributing your knowledge of the account and running the operational side of the deal (pipeline chase, proposal coordination, CRM hygiene, invoicing).

Passbolt is an open source and technology company innovating in the field of cybersecurity. Consequently, the Account Manager must have a real understanding of open source and cybersecurity, as well as the specificities of this market, in order to engage meaningfully with technically literate buyers.

The Account Manager is expected to have a strong sense of empathy and a knack for problem solving, since they will be on the front-line with customers and consequently represent the voice of the company. Previous experience in a customer-facing or hospitality role at an international level is a strong plus.

This is a Luxembourg-based, on-site role with possible remote arrangements after the ramp-up period. You will work from our Luxembourg headquarters alongside the rest of the inbound sales team. You will also occasionally represent Passbolt at international tradeshows and industry events, with travel arranged and organized by the company.

This position focuses primarily on generating revenue. Consequently, your performance will be evaluated based on the following KPIs: response time, inbound-to-qualified conversion rate, Average Annual Contract Value (AACV), lead-to-close ratio, and new ARR generated.

Main Responsibilities

• Respond to inbound email enquiries promptly and accurately. Work with pre-sales and Solution Architects when a question requires deeper product or technical expertise.
• Run discovery calls with prospects: understand their needs, technical environment, security context, team size, and buying timeline. Qualify leads against the Ideal Customer Profile and document the outcome in our CRM (Hubspot).
• Push qualified inbound opportunities through the pipeline. Maintain a rigorous follow-up cadence in the CRM. Create and execute follow-up tasks. Ensure no lead falls through the cracks.
• Organize and carry out introductory online demos. Hand off to a Solution Architect when a prospect requires a deeper technical session or a proof of concept.
• Generate and send estimates and invoices. Close small and medium deals end-to-end. Ensure a smooth experience throughout the entire customer journey.
• Work in pod with Account Executives on large enterprise deals: contribute account knowledge, run the operational side of the deal (CRM, proposal coordination, chase, invoicing) while the Account Executive leads the commercial conversation.
• Collect, qualify, and follow up on prospect and customer feedback. Surface recurring blockers, objections, and themes to the product team and to the wider sales function.
• Identify hidden opportunities (free licenses