Head of Account Management

Utorg Labs

Head of Account Management leading and scaling KAM Department at Utorg. Driving revenue growth and managing top-tier merchant relationships in the fintech industry.

Posted 6/6/2026full-timeRemote • 🇦🇪 United Arab EmiratesLeadWebsite

Tech Stack

Tools & technologies

Ruby on Rails

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

OKRKPIclient segmentationretention playbooksdata analysisupsellingcross-sellingnegotiationperformance metricsrevenue generation

Soft Skills

leadershipmentoringstrategic advisingcollaborationcommunicationteam buildingproblem-solvingproactive mindsetclient relationship managementperformance management