Account Manager

About the role

The Payments Factory is seeking an experienced Account Manager to take full commercial ownership of a growing portfolio of merchants. Reporting to the Chief Commercial Officer, you will be the primary commercial contact, responsible for relationship management, performance monitoring, and revenue growth.

Key responsibilities

• Own an assigned portfolio of active merchants, managing relationships, performance metrics, and retention.
• Build trusted senior‑level relationships with CEOs, CFOs, or Heads of Payments.
• Track and analyse processing volumes, revenue, gross profit, chargeback ratios and approval rates, acting proactively on risks and opportunities.
• Identify and execute upsell and cross‑sell opportunities to grow the book of business.
• Serve as the commercial escalation point for operational, technical or compliance issues, coordinating with Operations, Finance, Compliance and Tech.
• Lead contract renewals, pricing reviews and product updates, negotiating confidently based on portfolio economics.
• Develop and implement retention plans to prevent churn.
• Maintain accurate merchant records in the CRM and provide regular portfolio health reports to the CCO.

Required profile

• Minimum 5 years of account or client relationship management experience within the payments industry (card acquiring, PSP or payment facilitation).
• Strong understanding of acquiring economics and how merchants generate revenue.
• Proven ability to build senior‑level relationships and influence commercial outcomes.
• Analytical mindset with the capability to monitor key performance indicators and act on insights.
• Excellent communication and negotiation skills.

Required skills

What we offer

• Opportunity to make a direct impact in a fast‑growing, high‑visibility role.
• Collaborative, lean team environment with quick decision‑making.
• Exposure to a diverse merchant base across Europe and beyond.