Account Manager, Customer Success

Protect and grow the book

• Own the commercial relationship with an assigned portfolio of enterprise and mid-market merchant accounts. You are the primary point of contact not a relay.
• Conduct regular account reviews: not welfare calls but structured conversations about the merchants businesses pain points expansion plans and opportunities to deepen the BudPay relationship.
• Identify and execute expansion opportunities: additional product surfaces volume growth within existing use cases and expansion of the BudPay relationship as the product evolves.
• Monitor account health indicators such as transaction volumes settlement patterns support ticket frequency NPS signals and intervene before at risk becomes churned.
• Manage contract renewals and commercial renegotiations. Know when to hold pricing and when to invest in retention.

Cross-functional: make the merchant experience work

• Act as the merchants internal advocate. When there is a need or growth requirement you are the one who gets it prioritized.
• Work closely with all relevant teams and stakeholders to ensure that we deliver on our promise to the clients.
• Maintain and optimize a product feedback system with the product team in a structured way that guarantees outcomes.
• Collaborate with Enterprise Sales on clean handover from close to active account.

Reporting and visibility

• Maintain accurate account records health scores and renewal forecasts.
• Report net revenue retention gross retention and expansion revenue to the CCO on a defined cadence.

Non-negotiable

• You have managed a portfolio of B2B accounts in payments fintech or a related financial services context. You know what it looks like when a merchant is about to churn and you know how to stop it.
• You can hold a technically credible conversation with a finance team. Reconciliation settlement timing FX spreads API integration questions compliance requirements; you do not need to escalate these to understand them. This is closer to a Solutions Consultant profile than a classical customer success manager.
• You are comfortable with ambiguity and with building processes where there is none.

Strongly preferred

• Experience in payment gateway products cross-border payments or remittances understanding the mechanics your merchants care about is a material advantage.
• Experience managing enterprise accounts with meaningful ARR where losing a single account is a revenue event not a statistic.
• 58 years of account management or client success experience with a demonstrable NRR track record.
• Ability to read financial and transaction data and draw your own conclusions from it rather than waiting for someone elses analysis.

You will struggle in this role if

• You are a generalist relationship manager who defers technical questions to specialists.
• If your instinct is to open a ticket rather than resolve the problem this is the wrong role.