Head of Account Management

Role Overview

• Lead, mentor, and grow the KAM team — setting clear performance expectations, running 1:1s, and building individual development plans for each manager.
• Own the department's OKR and KPI framework: Approval Rates, Conversion Rates, Volume Growth, Net Revenue Retention.
• Hire and onboard new Account Managers as the business scales; design onboarding materials and internal training programs.
• Foster a 'Business Owner' mindset across the team — shifting from reactive support to proactive revenue generation.
• Personally manage the top-tier merchant portfolio — acting as a strategic advisor and trusted partner, not just a point of contact.
• Drive revenue within the existing portfolio through upselling new payment methods, cross-selling Utorg products, and increasing processing volumes.
• Lead quarterly business reviews (QBRs) with key stakeholders, focused on performance metrics, ROI, and growth roadmaps.
• Analyze client transaction data to identify conversion rate drops, revenue leakage, and untapped volume opportunities.
• Develop and execute the Account Management strategy — including client segmentation, tiering, and retention playbooks.
• Act as the voice of the merchant within Utorg: collaborate with Integration, Support, Legal, Finance, and Product to deliver seamless client experiences.
• Feed the Product team with competitive insights and market intelligence that directly drive conversion and revenue improvements.
• Partner with Sales and BD teams to ensure smooth client handoffs and alignment on commercial terms and pricing.

Requirements

• 6+ years in Account Management, Customer Success, or Business Development — specifically within FinTech or Payments.
• 2+ years in a team lead or management role, with a proven track record of building and scaling AM teams.
• Deep understanding of payment rails, merchant lifecycle, and processing economics is essential for this role.
• Demonstrated experience owning high-volume merchant relationships and negotiating commercial terms.
• Fluent Russian & English (B2+/C1) — mandatory.

Tech Stack

• Ruby on Rails

Benefits

• Flexible work arrangements