Leader, Account Management
Canadian Fintech | Payments, Identity & Fraud |Toronto (Hybrid)
Role Snapshot
Detail
Industry
Fintech - payments, digital identity and fraud prevention
Client
Confidential. Details released to shortlisted candidates under NDA.
Location
Toronto, Ontario. Ottawa may be considered given the federal client concentration.
Work Model
Hybrid - 3 days in office, 2 days remote
Reports To
Head, Business Development
Team
3 Account Managers, expected to grow to 5
Team Quota
$50M
Base Salary
$175,000 – $195,000 CAD, plus 20% bonus
Travel
Less than 10%
Territory
Canada
Reason for Role
Replacement
The Organization
Our client is an established Canadian fintech operating at the centre of the country’s digital payments and financial trust ecosystem. Its platforms enable secure payments, digital identity verification and fraud protection at national scale, connecting financial institutions, businesses, governments and consumers.
The organization is a trusted, high-volume participant in Canada’s financial infrastructure, with deep partnerships across the banking sector and all levels of government. It is a mid-sized company with a collaborative, team-oriented culture and a mandate to expand well beyond its original payments footprint.
Current growth initiatives include:
- A national fraud services practice being built to address the rise in fraud and scams.
- Real-time payment rails under technical development in partnership with the national payments body.
- A new e-commerce play, positioning the organization as the technology partner banks need for e-commerce infrastructure.
The Opportunity
The Leader, Account Management will own the account management motion across the commercial and public sector segment - retaining, expanding and deepening relationships with existing enterprise and government clients across the full product portfolio.
Reporting to the Head of Business Development, this leader manages a team of Account Managers and is accountable for net revenue retention, expansion ARR, renewal rates and client satisfaction across a client base that includes large enterprise clients, government agencies and technology platforms.
The client base is predominantly public sector and regulated: federal agencies holding contracts of up to $10M, crown corporations including lottery, provincial insurance, and municipalities. Coverage is structured with one representative on the federal portfolio, one across the provinces, and a more junior territory. Managing this public sector and regulated book is the single most important dimension of the role.
The hiring manager is described as a strategic leader who operates at the top of the business, providing support and guidance while maintaining a tight feedback loop with Product. He carries three direct reports: a Channel Leader, a Business Development Leader, and this Account Management Leader.
What You Will Do
- Lead the team accountable for the post-sale commercial relationship across the commercial and public sector client base - driving retention, renewal and expansion as the primary growth levers.
- Set and hold the team accountable to KPIs across client satisfaction, renewals, upsell ARR and expansion pipeline.
- Build structured account management motions: executive relationship cadences, QBRs, health scoring and proactive risk identification.
- Identify and execute upsell and cross-sell opportunities within the existing client base, expanding wallet share across the full product suite - identity verification, payment solutions and new product launches.
- Partner closely with the Business Development Sales Leader to ensure clean handoffs from new logo close to onboarding, and to align on account expansion strategy for high-potential clients.
- Serve as executive sponsor for strategic accounts, engaging at the C-suite and senior government level to reinforce value and deepen the partnership.
- Partner with Product and Solutions teams to surface client feedback, influence the roadmap and ensure clients are fully utilizing the capabilities they have contracted.
- Coach and develop a high-performing Account Management team - running account reviews, renewal strategy sessions and performance management with rigour.
- Upskill the team across core account management competencies: executive relationship development, value realization storytelling, expansion selling, MEDDPICC application in renewal and upsell cycles, and positioning as a trusted advisor.
What You Bring
- A proven track record leading an account management team, consistently delivering against revenue, renewal and expansion targets across a complex enterprise and/or government client base.
- Experience managing government and/or commercial enterprise accounts in Canada, with a working understanding of multi-year contracts, procurement cycles and institutional relationship management.
- Strong commercial instinct - the ability to identify expansion opportunities within an existing account and coach the team to do the same without waiting for the client to ask.
- Deep familiarity with client success and account management frameworks: health scoring, QBR design, escalation management and churn prevention.
- Hands-on experience with renewal negotiation, pricing conversations and contract restructuring.
- Exceptional interpersonal skills, with a track record of building positive relationships with stakeholders, clients and team members.
- A player-coach instinct - equally effective building an executive-level client relationship and developing the team’s skills in the same room.
- Senior commercial acumen, ideally including experience within a bank (cash management or treasury management) and credibility for strategic conversations with senior stakeholders.
- A blend of hunter and farmer, technically sound, highly consultative, organized, and able to articulate a repeatable process behind past success.
- Eligibility to work in Canada on a full-time basis.
