Manager, Account Management, SME & Growth

About the role

The Manager, Account Management role is a key leadership position as we continue to scale our commercial organization globally. You will lead a team of Account Managers who own some of our most important customer relationships, driving growth, retention and NPS across a defined portfolio. You will act as a player-coach: setting clear strategy and standards for the team while directly partnering with a small number of high-value customers yourself.

This role is based in New York or San Francisco.

Responsibilities

• Lead, develop and coach a high-performing team of Account Managers, including hiring, onboarding and ongoing performance management.
• Set and manage clear KPIs, operating rhythms and accountability (QBRs/MBRs, pipeline and forecast reviews, 1:1s).
• Own commercial outcomes for your portfolio, driving revenue growth through cross-sell, upsell and expansion while managing retention, churn and key commercial negotiations.
• Define and execute the account management strategy in partnership with regional and global leadership.
• Act as executive sponsor for strategic customers, maintaining senior stakeholder relationships and guiding them from onboarding through to scale.
• Run structured executive reviews (QBRs/MBRs) with data-driven insights and clear action plans.
• Ensure a consistent, high-quality customer experience by partnering closely with cross-functional teams to resolve issues and improve processes.
• Use data and customer feedback to identify patterns, surface product gaps and influence Product and Engineering priorities.
• Own portfolio forecasting and reporting on revenue, pipeline, risk and customer health, contributing to territory planning and coverage models as we scale.

Who You Are

• 4+ years in account management, including: Managing complex, multi-stakeholder accounts (ideally in payments, fintech, SaaS or B2B tech).
• Proven track record of hitting or exceeding revenue and retention targets.
• People leadership: 2+ years leading and developing Account Managers or similar commercial roles, ideally in a fast-growing or scale-up environment.
• Commercial acumen. Comfortable owning negotiations, renewals, commercial structures and executive-level conversations.
• Strategic and analytical mindset. Strong ability to analyse customer data, market trends and product usage to identify growth opportunities, prioritize accounts, and develop structured account strategies.
• Project and stakeholder management. Demonstrated ability to orchestrate complex projects across technical and non-technical stakeholders, both internally and externally.