Drive measurable client outcomes and accountability for ROI—quantifying fraud loss reduction, operational efficiency gains, and expansion revenue across your portfolio; if a customer isn't getting value, you apply rigorous critical thinking to diagnose and solve it.
Deliver consistent revenue growth by managing net revenue retention and expansion across your book of business, identifying where customers are underutilizing the platform and proactively closing the gap.
Provide expert fraud and compliance advisory by speaking the language of ACH fraud, synthetic identity, and transaction monitoring tuning, ensuring customers see you as a domain expert rather than a scripted relationship manager.
Apply KPI rigor by building, automating, and delivering executive presentations of performance dashboards, leveraging AI-first tooling to surface predictive insights and leading indicators rather than just backward-looking reports.
Lead cross-functional problem solving by translating the customer's operational reality into clear problem statements for our risk analytics and data science teams to drive new fraud typologies to resolution.
Drive team development by hiring people who are smarter than the job description requires and coaching through live deal and escalation scenarios to create a culture of continuous improvement.

10+ years in Account Management, Customer Success, Risk, or Solutions Architecture within B2B SaaS
3–5+ years hiring and leading teams in high-growth environments
Deep domain expertise in fintech, payments, fraud, AML/KYC, or compliance
You understand how customers integrate APIs and can hold your own in technical architecture discussions
You've presented to C-suites and boardrooms and changed minds, not just delivered updates
You're analytically sharp — comfortable with data, AI/ML tooling, and quantifying business impact in dollars
You default to root cause analysis, not symptom management
You've built reporting frameworks that clients actually use to make decisions
You can context-switch between a customer escalation at 9am and a team coaching session at 10am without dropping quality on either
You've operated in ambiguity and built structure where none existed
You get energy from solving hard problems in fraud and financial crime — this isn't just a vertical to you, it's a craft

Head of Account Management

Key skills