Head of Account Management

Head of Account Management We are looking for an experienced and driven Head of Account Management to lead and scale our growing KAM Department. This is a senior leadership role that combines strategic vision with hands-on client ownership. As Head of AM, you will shape the department's strategy, build a scalable operating model, and personally own our most critical partner relationships. You will drive our transition to a proactive, metric-driven culture — where every manager thinks like a business owner and every client relationship is an active revenue channel. What You'll Do Team Leadership & Department Development • 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. Portfolio Ownership & Revenue Growth • 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. Strategy & Cross-functional Leadership • 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. What You Bring Experience • 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. Skills & Mindset • Fluent Russian & English (B2+/C1) — mandatory. Daily communication with international partners and internal teams. • Commercial mindset: you understand the difference between 'supporting' a client and 'growing' a client — and you instill this in your team. • Strong analytical skills: ability to look at transaction data and pinpoint why a conversion rate is dropping or where revenue is being lost. • Exceptional leadership and coaching ability — you know how to motivate, challenge, and develop talent at all levels. • High emotional intelligence, strong organizational skills, and the ability to thrive in a fast- paced, scaling environment. Department Business team Remote status Fully Remote About Utorg Utorg builds interfaces and APls for managing stablecoins and crypto - on/off-ramps, stablecoin-linked cards, self-custody superapp with instant crypto purchases, powering payouts, and cross-chain liquidity orchestration. Utorg delivers white-label wallet and payment infrastructure. That enables partners to integrate stablecoin custody, transfers, and digital payments directly into their products across fintechs, gaming, web3 and other applications. Co-workers 80