Vice President of Account Management

📋 Description • Own the full post-sale journey for Koalafi’s fastest-growing merchant partners, acting as the single point of accountability for revenue retention, expansion, and advocacy across a portfolio worth hundreds of millions in annual GMV. • Build and scale a high-performing Account Management organization that currently spans 25+ people across strategic, mid-market, and SMB segments; define the org chart, career paths, and performance metrics that turn good account managers into world-class growth drivers. • Translate complex merchant data into actionable insights: monitor payment volume, approval rates, customer cohort performance, and NPS to spot upsell, cross-sell, and optimization opportunities before competitors do. • Partner with Product, Risk, and Engineering to launch new financing products and co-marketing campaigns that materially increase attachment rates—expect to quarterback pilots, negotiate commercial terms, and present quarterly business reviews to C-suite stakeholders at national retailers. • Architect the renewal and expansion playbook that reduces churn to <3 % and grows net revenue retention to 120 %+; codify best practices in Salesforce, Gainsight, and Tableau so every rep can replicate top-performer behaviors. • Represent the voice of the merchant in every strategic discussion—from pricing strategy to roadmap prioritization—ensuring that product decisions balance consumer access with merchant profitability. • Instill a culture of consultative selling within the team; coach directors and managers to run discovery workshops, ROI analyses, and executive QBRs that position Koalafi as a strategic growth lever, not just a payment option. • Own the annual revenue target for your division, forecasting to the board and reallocating resources in real time to hit quarterly commitments while protecting unit economics. • Design and implement a tiered service model that matches white-glove support for enterprise merchants with scalable digital touch programs for long-tail accounts, all while maintaining a gross-margin-positive cost-to-serve. • Collaborate with Marketing to create merchant success stories, webinars, and case studies that accelerate pipeline velocity for the Sales team and strengthen Koalafi’s brand as the most merchant-friendly financing platform. • Champion diversity, equity, and inclusion within the org: set hiring targets, mentor under-represented leaders, and embed inclusive practices into performance reviews and promotion decisions. • Serve as an external evangelist—speak at industry conferences, publish thought-leadership content, and sit on fintech advisory boards to keep Koalafi at the forefront of point-of-sale financing innovation. 🎯 Requirements • 12+ years in B2B account management, customer success, or strategic partnerships—at least 5 in a leadership role—within fintech, payments, SaaS, or e-commerce enablement. • Proven track record of owning an eight-figure ARR portfolio and delivering >115 % net revenue retention. • Deep fluency in SQL, Tableau, or Looker; able to query merchant data independently and turn insights into growth plans. • Demonstrated experience building and scaling teams from 10 to 50+ people across multiple geographies and customer segments. • Executive presence: comfortable presenting to Fortune 500 CFOs and securing multi-year, nine-figure contract renewals. 🏖️ Benefits • 100 % remote-first culture with quarterly in-person retreats in destinations like Napa, Lisbon, or Tulum. • Equity participation in a Series D fintech valued at $1.4 B with a clear path to IPO. • Annual $3,000 professional-development stipend plus paid attendance at two industry conferences of your choice. • 20 weeks fully paid parental leave for all caregivers, plus flexible return-to-work scheduling.