Director of Account Management

Role Overview

• Lead and develop the team responsible for managing Verto's largest and most strategic accounts, ensuring deep understanding of each client's business, growth ambitions, and the critical role Verto plays in their operations.
• Build and own senior-level relationships with key decision-makers across Verto's most strategic accounts, acting as an executive sponsor and escalation point to protect and grow these partnerships.
• Build, coach, and inspire a high-performing Account Management team, instilling a proactive, commercial mindset and moving the team away from reactive support towards structured, strategic account ownership.
• Design and implement scalable account management processes that drive proactive engagement, early risk identification, and consistent value delivery across Verto's strategic account portfolio.
• Define and drive the strategic vision for how Verto manages and grows its largest accounts, setting clear standards for what great account management looks like.
• Directly manage, mentor, and develop the Account Management team, setting high performance expectations and creating clear career pathways that attract and retain top talent.
• Establish clear individual and team KPIs focused on retention, growth, proactive engagement, and account health, moving away from activity metrics towards outcome-driven performance management.
• Partner with senior leadership, Product, and Operations to ensure the Account Management function is aligned to business priorities and acts as a critical voice of the customer internally.
• Take indirect ownership of Verto's most strategic accounts, ensuring the team is delivering exceptional, proactive service rather than waiting for clients to raise issues.
• Introduce structured account planning across strategic accounts, including regular executive business reviews, relationship maps, success plans, and clear escalation frameworks.
• Directly identify and drive growth opportunities within the strategic account base, working closely with the team to spot expansion signals and converting them into revenue through disciplined account planning.
• Serve as the senior escalation point for critical account issues, ensuring swift and effective resolution while implementing processes that prevent recurring problems and reduce reactive firefighting.
• Own and drive net revenue retention and expansion targets across the strategic account portfolio, ensuring the team is consistently unlocking new value within existing relationships.
• Build a systematic approach to identifying and actioning cross-sell and upsell opportunities, ensuring the AM team is commercially engaged and not just operationally focused.
• Stay close to market trends, client industry dynamics, and competitor movements to anticipate risks to retention and position Verto's value proposition proactively.
• Champion the voice of Verto's most strategic clients internally, ensuring their feedback, challenges, and evolving needs directly influence product, pricing, and service decisions.
• Build structured feedback loops from strategic accounts into the business, translating client insight into actionable improvements across product, operations, and service delivery.
• Lead and standardise the cadence of executive business reviews across strategic accounts, ensuring these are strategic conversations about partnership value, not just operational check-ins.
• Design and embed new account management processes, playbooks, and tooling that shift the team from reactive to proactive, including account health scoring, engagement cadences, and risk flagging frameworks.
• Build clear, data-driven reporting on account health, team performance, and portfolio revenue trends, providing senior leadership with the visibility needed to make informed strategic decisions.
• Hold the team to high standards of CRM hygiene, pipeline accuracy, and account documentation, ensuring the business has full visibility into the status and health of all strategic accounts at all times.

Requirements

• Minimum 10 years experience in B2B account management or customer success within financial services or payments, with a proven track record of managing and growing a portfolio of large, complex B2B accounts.
• Demonstrated ability to lead and transform an Account Management team, raising the bar from reactive support to structured, commercially-driven strategic account ownership.
• Exceptional relationship-building skills with the gravitas to engage C-suite and senior stakeholders at Verto's most strategic clients, as well as internally across the business.
• A natural people leader with a track record of building engaged, high-performing teams, someone who leads by example, coaches individuals, and creates a culture of accountability and excellence.
• A strategic thinker who is equally comfortable being hands-on, able to set the vision for the function whilst also rolling up their sleeves to build the processes and cadences that will get the team there.
• A strong process builder, with proven experience of designing and embedding account management frameworks, playbooks, and operating rhythms that have measurably shifted team performance.
• Comfortable operating in a fast-paced, scaling environment, able to bring structure and clarity to ambiguous situations, cross-functionally influence without authority, and thrive with a high degree of autonomy.

Tech Stack

• Swift

Benefits

• Insurance paid by the company
• Health and wellness benefits (with specific added benefits depending on the location of the role)
• Yearly salary review based on inflation, personal and business performance
• Access to entire Udemy’s library
• Budget for professional development courses
• Work-From-Anywhere policy for certain durations
• Integration programme (opportunity to work from our global offices)
• Regular team social events
• Pension scheme (depending on the role location)
• Flexible work arrangements
• Exposure to work with globally distributed teams
• Location specific benefits like car lease policy, cycle to work, gym membership, etc.