Account Team Lead

About the role

Statrys has combined cross-sales, renewal sales and customer support into one Account Management (AM) team. The Account Team Lead runs this team of four Account Managers while personally managing a small book of the firm's most strategic client relationships. Reporting directly to the General Manager, the role is the first line of accountability for the team's commercial and service outcomes and the main link between day-to-day account management and the wider business.

Key responsibilities

• Coach and manage two pods, each pairing a Growth Account Manager with a Retention & Support Account Manager, so they work together per client.
• Run weekly team meetings, rotating 1:1s and bi-weekly pod syncs, unblock cross-pod conflicts and keep the team accountable to the account management SOP.
• Own hiring input, onboarding and performance management for the four Account Managers, in partnership with the GM.
• Personally manage the top strategic and/or highest-risk accounts end-to-end (growth, renewal, support).
• Assign new client hand-offs from Sales to the pod with capacity and rebalance the book quarterly; maintain the account weighting and capacity model.
• Act as Tier-2 escalation point for at-risk accounts, unresolved support issues and complex renewals or discounts, and approve discounts, credits and terms above individual AM thresholds but below GM thresholds.
• Spot-check proposals, renewal terms and support resolutions for quality and consistency with the SOP.
• Own monthly KPI reporting to the GM (revenue retention, expansion revenue, support SLAs, CSAT), maintain CRM data hygiene and run the quarterly account-planning and process retro.

Required profile

• 5+ years in account management, customer success, relationship management or a similar client-facing commercial role, ideally in financial services, fintech or another corporate/B2B service provider.
• 3+ years leading, mentoring or coordinating a team; the role is a player-coach combining hands-on account ownership with people leadership.
• Track record of owning renewal and/or expansion revenue against targets and resolving escalated or at-risk client situations.
• Comfortable with commercial authority: discount approvals, contract terms and difficult client conversations.
• Excellent written and verbal English; additional languages such as French or Spanish preferred.
• Nice to have: experience in cross-border payments, corporate banking or other regulated financial services, and experience setting up or restructuring an account management or customer success function.

Required skills

• Strong CRM discipline and data-driven approach to managing a book of business (pipeline, renewal forecasting, health scoring)
• Ability to build processes from scratch, as the team and its rhythm are newly formed

What we offer

• 20 days of annual leave
• Hybrid working: home every Wednesday plus 15 extra WFH days a year
• Comprehensive health insurance