Head of Key Account Managers

About the role

MADFIN, a London-based fintech company operating under an FCA-approved Electronic Money Institution (EMI) licence, delivers card acquiring tailored for fast-moving, high-growth businesses. It is looking for a Head of Key Account Managers to lead its KAM team and build strong, long-term relationships with clients. You will oversee the client portfolio across the full relationship lifecycle, from onboarding and integration through ongoing support, retention and growth.

Key responsibilities

• Lead, coach and develop the Key Account Management team, setting clear priorities and supporting each member's performance and growth
• Oversee key client relationships so clients have a consistent point of contact and receive timely, effective support
• Build relationships with senior client stakeholders and understand their business needs, objectives and challenges
• Develop strategies to improve client satisfaction, retention and long-term value
• Identify opportunities to expand partnerships, including through higher transaction volumes or additional services
• Monitor client activity, performance and satisfaction, using data to spot risks and opportunities
• Own complex client issues and escalations, coordinating with internal teams until resolved
• Establish and improve processes, service standards and reporting
• Track team and portfolio performance against KPIs and report regularly to senior management
• Manage client relationships in line with internal policies

Required profile

• Proven experience in fintech, a payment service provider (PSP) or an acquiring business
• Confident understanding of the payment ecosystem (merchants, acquirers, issuers, card schemes, payment processors)
• Experience leading or managing a Key Account Management, Client Success or similar team
• Strong track record managing strategic B2B client relationships and improving retention and growth
• Experience coaching team members, setting priorities and managing performance
• Excellent communication and relationship-building skills, including with senior stakeholders
• Practical, client-focused approach to resolving complex issues and coordinating across teams
• Ability to balance client needs with operational, commercial and regulatory requirements
• Excellent written and spoken English

Required skills

• Analytical skills and experience using data, KPIs or CRM tools to manage client relationships
• Payment ecosystem knowledge

What we offer

• Competitive salary based on experience, contribution and performance-based bonuses
• Flexible working conditions (on-site Riga or hybrid)
• Health insurance after successful probation, including medical, mental health and dental coverage
• Paid Wellbeing Days
• Travel to industry events and expos with the team
• Company gifts for work anniversaries and birthdays