Senior Support Account Manager

Overview

In this role you will serve as the trusted advocate for Premium and Platinum clients, ensuring a seamless support experience and ongoing engagement. You’ll drive onboarding, service activation, governance meetings, and risk management for UK and EMEA customers. You’ll coordinate cross-functional teams to resolve complex issues and protect renewal momentum. This position combines strategic account leadership with hands-on service delivery in a fast-growing fintech environment.

Pay / Benefits

• base salary 64,000 – 80,950 GBP
• variable compensation eligibility
• long-term incentive
• comprehensive compensation package including health, welfare and wellbeing benefits

Responsibilities

• Own end-to-end delivery of Premium and Platinum support services
• Lead onboarding and service activation with initial executive meetings and plan alignment
• Conduct regular executive business reviews, KPI reporting, and action follow-ups
• Act as escalation owner for strategic customers and coordinate internal responses
• Coordinate across Application Support, Technical Support, Product, Engineering, and Professional Services to resolve complex cases
• Collaborate with Client Success Manager and Account Manager to drive value, adoption, and renewal readiness
• Maintain view of account health, sentiment, risks, recurring issues, and renewal dependencies
• Guide monitoring and alerting practices with internal teams to improve risk detection and communication
• Standardize best practices across the regional SAM community and mentor peers
• Provide product knowledge sharing and repeatable service-delivery documentation

Key requirements

• 5+ years in client-facing roles (Strategic Account Management, Customer Success, Premium Support, Technical Account Management or enterprise SaaS)
• Experience managing executive relationships and presenting KPI/service-quality information
• Willingness and ability to travel to UK/EMEA for on-site visits; London-based presence for UK portfolio
• Bachelor’s or graduate degree in Business, Finance, Accounting, Computer Science or related discipline, or equivalent professional experience

• Executive relationship management
• Strong communication and presentation skills
• Cross-functional collaboration
• KPI reporting and service reviews
• Monitoring and alerting practices
• Experience with enterprise SaaS environments

…