Job description:

Statrys has unified cross-sales, renewal sales, and customer support into a single Account Management (AM) team. This role leads that team: a player-coach who personally manages a small book of the firm's most strategic client relationships while running the team of four Account Managers responsible for growing, retaining, and servicing the rest of the client base.

You'll be the first line of accountability for the team's commercial and service outcomes, the coach who helps four individual contributors work as one coordinated unit, and the escalation point when an account needs more than a single AM can give it. You report directly to the General Manager and are the primary interface between day-to-day account management and the wider business.

Key Responsibilities:

Lead the Team

• Coach and manage two pods, each pairing a Growth Account Manager with a Retention & Support Account Manager, so both functions work as one coordinated team per client rather than two silos.
• 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.

Own a Strategic Book

• Personally manage the firm's top strategic and/or highest-risk accounts end-to-end — growth, renewal, and support — to stay close to the client experience and set the standard for the team.

Own Account Assignment and Workload

• Assign new client hand-offs from Sales to the pod with capacity, and rebalance the book quarterly based on account complexity and AM workload.
• Maintain the account weighting and capacity model, so book size reflects effort, not just headcount.

Manage Escalations and Quality

• Act as the Tier-2 escalation point for at-risk accounts, unresolved support issues, and complex renewal or discount negotiations, resolving what you can and looping in the GM (Tier 3) when needed.
• Spot-check proposals, renewal terms, and support resolutions for quality and consistency with the SOP.
• Hold approval authority for discounts, credits, and terms above individual AM thresholds and below GM thresholds.

Report and Improve

• Own the team's monthly KPI reporting to the GM: revenue retention, expansion revenue, support SLAs, and CSAT.
• Maintain CRM data hygiene and reporting standards across the team.
• Run the quarterly account-planning and structure/process retro, recommending changes to team structure, tooling, or process as the book grows.

Qualifications:

• 5+ years in account management, customer success, relationship management, or a related client-facing commercial role — ideally within financial services, fintech, or another corporate/B2B service provider.
• 3+ years of experience leading, mentoring, or informally coordinating a team — this is a player-coach role, so hands-on account ownership and people leadership both matter.
• A track record of owning renewal and/or expansion revenue against a target, and of resolving escalated or at-risk client situations.
• Comfortable operating with real commercial authority — discount approvals, contract terms, and difficult client conversations.
• Strong CRM discipline and a data-driven approach to managing a book of business (pipeline, renewal forecasting, health scoring).
• Excellent written and verbal communication in English; [additional languages, e.g. French/Spanish], preferred given our client base.
• Comfortable building process from scratch — this team and its operating rhythm are newly formed, and you will be refining both.

Nice to Have:

• Experience in cross-border payments, corporate banking, or another regulated financial services environment.
• Experience standing up or restructuring an account management, customer success, or client services function.
• Familiarity with SME or corporate clients operating across multiple markets.

What Success Looks Like:

Performance in this role is measured at the team level, since the Team Lead is accountable for outcomes the whole team produces:

• Gross and Net Revenue Retention (GRR / NRR) across the book
• Churn rate
• Support CSAT and SLA adherence
• QBR completion rate and renewal forecast accuracy
• Team health: retention of Account Managers, and workload/capacity staying within a sustainable range

Benefits:

🌴 20 days of annual leave — because rest isn't optional, it's how great work keeps happening. Take the time you need, guilt-free.

🏡 Hybrid by design — work from home every Wednesday, plus 15 extra WFH days a year to use whenever life calls for it.

🍽️ A taste of togetherness — free lunch every Tuesday and desserts every Friday, because the best ideas often come over good food.

🩺 Health insurance that's got you covered — comprehensive coverage so you can focus on your work, not your worries.

💰 Real rewards for real impact — a performance bonus of up to 2 months' salary, because your contributions should show up in your paycheck too.

About Statrys:

Founded in 2019, Statrys is a fast-growing fintech company with operations in Hong Kong, Singapore, Bangkok, and Paris. We provide a suite of digital services — payment solutions, company incorporation, and accounting — built for modern, cross-border businesses.