Account Manager

Description

At Stax, our mission is to make embedded payments the fastest path to growth for platforms and the businesses we serve. We combine flexible technology with an experienced team to deliver unmatched payments expertise and growth strategies that maximize revenue for SaaS providers and ISV partners. As a team, we operate with transparency and lead with integrity to build lasting trust, knowing that we win together by embracing diverse perspectives and genuine collaboration. We obsess over customer success by continuously raising the bar on the experience we deliver, and we own our outcomes by holding ourselves accountable to disciplined execution and measurable results.

Role Overview

The Account Manager plays a critical leadership role within the Commercial organization. You will own, lead, and optimize a portfolio of strategic, high-value enterprise and flagship ISV partnerships, ensuring absolute operational excellence, revenue protection, and long-term satisfaction.

Acting as a trusted advisor, you will build deep, long-lasting executive-level relationships and align partner objectives with Stax’s corporate strategy. This role demands strong business acumen, technical curiosity, and an expert ability to navigate cross-functional internal teams (including Product, Engineering, Underwriting, Risk, FinOps, and Incident Management) to resolve complex issues and implement process improvements.

Key Responsibilities & Objectives

Strategic Relationship & Portfolio Management

• Executive Point of Contact: Serve as the primary operational stakeholder and escalation lead for high-visibility strategic accounts and executive sponsors.
• Relationship Advocacy: Build and nurture deep, trust-based partnerships with senior decision-makers to understand their unique workflows and optimize their platform satisfaction.
• Strategic Planning: Develop and execute comprehensive account plans that safeguard retention and align with corporate growth metrics.
• Business Reviews: Lead structured Quarterly Business Reviews (QBRs) to deliver data-driven performance insights, analyze volume trends, and uncover expanded features or product add-on opportunities.

Technical Integration & Project Oversight

• Cross-Functional Orchestration: Partner closely with Solutions Engineering, Product, and Implementations to manage complex client onboarding, platform integrations, and API deployments.
• Incident & Bug Management: Serve as an operational anchor during critical platform availability or service disruptions
• Beta Implementation: Drive partner engagement for commercialization of net-new features and tools.

Revenue Protection & Operational Excellence

• Financial Auditing: Proactively audit residual reporting, month-end billing validation, and miscellaneous fees to guarantee revenue accuracy.
• Risk & Underwriting Alignment: Partner closely with Underwriting and Risk teams to handle complex vertical requirements, clear account holds, and streamline the merchant boarding pipeline.
• Process Betterments: Continuously monitor support ticketing trends and identify global challenges, developing standard operating procedures (SOPs) to refine internal tools and elevate the partner experience.

Requirements

• Education: Bachelor’s degree in Business, Technology, or a related field (or equivalent practical work experience)
• Experience: 3+ years of experience in Account Management
• Payments Expertise: Knowledge of payment processing architecture, card brand compliance and SaaS integration workflows.
• Leadership & Communication: Outstanding executive communication, attention to detail and relationship-building capabilities with a proven track record of influencing C-suite stakeholders.
• Technical Savvy: Advanced proficiency navigating modern CRM architectures (HubSpot preferred), issue tracking environments (Jira) and Microsoft Office Suite.
• Mindset: A data-driven, proactive self-starter who rejects the "not my job" mentality and embraces a collaborative, customer-centric framework.

Work Environment & Demands

• Primarily a remote or structured hybrid setting.
• Occasional travel required for on-site partner QBRs, industry conferences, and executive summits.