We had the pleasure of sitting down with Mimi Elwing, the Head of Account Management at Wix Enterprise. Mimi shared her journey, the intricacies of managing enterprise clients and what it takes to be an outstanding account manager at Wix.

Can you introduce yourself?

My name is Mimi and I've been at Wix for almost six years. I joined during an exciting time when we first ventured into B2B. I was the second account manager Wix hired, and I spent nearly three and a half years working on the partner side of things building my own team. Three years ago, we started Wix Enterprise without any formal offerings, so I was tasked with building our post-sales strategy.

Can you describe your day-to-day work?

Our Account Management team is global, spanning from Australia to the US. My days are varied and dynamic. I spend a lot of time working with my team, addressing customer issues with the product, collaborating with the Marketing department on case studies and liaising with Sales to understand the pipeline. I also take a bird's-eye view to optimize processes and define strategies, ensuring we continue to improve and scale our operations.

What's the difference between Account Management and Sales?

Sales teams pursue leads, whether they are new or existing clients. Once a lead is closed, the client is handed off to Account Management. From this point, the account manager is responsible for managing and scaling the account, including annual renewals, upselling and cross-selling opportunities. The role is unique because it combines sales responsibilities with deep client relationship management and product knowledge.

What makes someone great in this role?

Passion and curiosity for the product are key. Wix has a vast ecosystem, and it's impossible to know everything right away. A great account manager asks the right questions, understands the big “whys and “hows,” and navigates the complexities of enterprise clients who often push the boundaries of our product. Also being a people person, having strong project management skills and strategic thinking are crucial. You need to manage launch plans, hold stakeholders accountable and provide ongoing value to clients.

What's the difference between working with partners and enterprise clients?

Working with enterprise clients was like starting from scratch; we had to define and build our offerings from the ground up. Partners have more repeatable structures and processes, while enterprise clients have unique, complex needs. This requires adaptability and flexibility in candidates because every enterprise client interacts with the product differently.

Can you share a memorable experience with a client?

During an onsite studio training with Levi's in Brussels, I forgot to bring a coat, and when they noticed, they generously offered me a jacket from their merchandise room. It was a kind gesture that really deepened our connection, showing how much they value their business relationships.

What’s unique about being an account manager at Wix? 

Coming from huge corporations where growth is slow and startups where there’s lots of freedom, I find Wix is a unique combination. Despite our size, we offer a lot of freedom and we truly invest in our employees. Growth here is organic and not bound by traditional constraints, making it an exciting place for career development.

What are you looking for in a candidate?

Hard skills include a technical background, relevant experience and strong project management skills. The soft skills I look for are equally important: passion, curiosity, adaptability, being a people person and having a go-getter attitude.

"The role is unique because it combines sales responsibilities with deep client relationship management and product knowledge"

What is the "Wix way" of doing things in Account Management/CSM?

Unlike many companies where account management is primarily sales-driven, at Wix, it’s more product-oriented. Our team focuses on understanding the product from the client’s perspective and delivering value. Everything else is secondary next to the added value our team can provide to Wix clients. We are always eager to ask “how is the client utilizing Wix?” or “what is the value we bring from a product perspective?”

Additionally, Wix's flat organizational structure ensures that voices are heard. Conversations with senior management are a regular occurrence, and they genuinely value and consider your input. That’s not just a slogan on an “about” page, it's the reality at Wix.