Account Manager

Account Manager Sometimes the chance comes up to be part of something really special. At Acquired, you’ll be collaborating with teams and people who challenge you, support you, and inspire you to be extraordinary. We’re Acquired Acquired is a next-generation payments business focused on powering recurring commerce. Our next-generation payment infrastructure and solutions unify and optimise customers' payment ecosystems, providing a competitive advantage and helping them achieve their goals in the digital economy. We combine this capability with exceptional sector expertise and a highly personal, tailored service focused on long-term partnerships with our customers. We’re scaling as a business, so if you thrive in an environment that’s constantly evolving, where purpose-driven culture is seen as an enabler to achieve the extraordinary and where our unique differences are celebrated, we could be the place for you! Your Mission The Operations team at Acquired is responsible for solution design, integration, onboarding, and the ongoing management and growth of our key customers. This role also offers an exciting pathway for career progression within the business as Acquired continues to grow. As an Account Manager, you will report into the Head of Operations and play a pivotal role in driving revenue growth, new opportunity generation, and product adoption across our existing merchant base. You’ll own a portfolio of key merchants, build deep and trusted relationships, and act as the commercial lead to maximise value for both Acquired and our customers. You will work closely with other account managers and will manage a portfolio of 10 to 15 of our top merchant accounts and be responsible for a revenue and upselling target. You'll be commercially curious, persistent, and always looking for the next opportunity to grow the account. We're looking for someone commercially sharp, confident, and highly relationship-driven, someone who thrives on getting in front of customers, spotting commercial opportunities, and closing them to strengthen long-term partnerships. This is a hybrid role with a minimum of 3 days at our office based in London. Key Responsibilities Customer Account Management Proactively build and grow long-term, trusted relationships with a portfolio of existing customers through regular in-person engagement (25%+ of your time). This is a proactive, outgoing relationship-first role. Map the merchant's organisation level-by-level (C-suite, senior management, day-to-day point of contact) and ensure the right Acquired stakeholder is engaged at each corresponding level and coordinating senior/strategic touchpoints between appropriate executive sponsors. Act as the day-to-day strategic advisor and commercial point of contact, ensuring Acquired is seen as a key growth partner at every level of the account. Become the voice of the customer internally, influencing product roadmaps and operational improvements. Manage escalations and ensure customer satisfaction at all stages of the relationship. Commercial Growth & Account Ownership Own and exceed commercial targets for your merchant portfolio, including revenue growth and retention. Proactively identify, scope, and close upsell and cross-sell opportunities across Acquired’s product suite. Lead contract renewals, pricing negotiations, and commercial proposals that maximise profitability and long-term value. Partner with the Commercial and Product teams to deliver compelling business cases and strategic growth plans. Account Planning & Forecasting Develop account plans and lead in-person QBRs, aligning internal stakeholder seniority to the seniority of merchant attendees. Maintain a relationship map for each account showing Acquired-to-merchant coverage at every organisational level, flagging gaps (e.g. no senior sponsor relationship) to the Head of Operations/COO. Monitor account health, transaction trends, and adoption metrics using data tools (Excel, Looker, Metabase, AI Tools such as Claude and Gemini). Provide accurate revenue forecasts and risk analysis to inform senior management. Payments Expertise Become a product expert across Acquired’s payments and integration solutions. Deliver insightful product recommendations and performance analysis to increase engagement. Stay informed on industry trends, competitive offerings, and emerging technologies to support client strategy. Internal Collaboration & Leadership Work cross-functionally with Integrations, Product, Finance, and Commercial teams to deliver exceptional service. Communicate clearly and consistently to align internal teams on priorities and opportunities. Support and mentor less experienced team members, contributing to a culture of collaboration and commercial excellence. What you’ll bring 2-3+ years of experience managing SME or mid-market accounts in payments, fintech, or eCommerce environments. A proven track record of exceeding commercial targets, including revenue growth, upsell, and retention metrics. Demonstrated success in building deep customer relationships and driving in-person engagement. Strong commercial acumen - confident in pricing, margin analysis, deal structure, and negotiation. A field-based mindset. Energised by regular, in-person time with clients rather than managing accounts remotely. Experience coordinating multi-level stakeholder relationships and comfort facilitating (not necessarily owning) senior/C-suite engagement. Excellent communication and presentation skills across technical and senior commercial stakeholders. Analytical and data-driven, with fluency in Excel and experience using BI tools to guide strategy. Highly organised and execution-focused, able to manage complex portfolios and multiple stakeholders. Energetic, proactive, and relationship-driven, with a genuine hunger for winning new revenue and growing accounts. Commercially driven, with a bias for action - you create opportunities rather than wait for them, always pushing to grow revenue and improve performance within your portfolio Department Operations Locations London Remote status Hybrid London High Performance and Values driven culture We have high expectations and work hard to deliver exceptional results. We value open and honest communication and are committed to listening to our people. Your ideas make us better. You’ll be collaborating with high performing teams and people who challenge you, support you, and will inspire you to be extraordinary!