Strategic Accounts Growth Leader: Retention & Upsell

EML Payments; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Company bonus scheme

Flexible working

Parental Leave & Paid Leave

Annual leave top-up

Job summary

EML Payments is seeking a Strategic Account Manager to own a portfolio of key Australian customers, managing retention, revenue and growth. You will engage senior stakeholders and translate insights into actionable account plans across Product, Operations, Finance and Risk.

In this role you will drive renewals, negotiate terms, and coordinate cross-functional teams to deliver outcomes while preserving margins.

Qualifications

• Experience in strategic or key account management, customer success or a similar B2B commercial role.
• Experience in payments, fintech, card issuing or another regulated environment.
• Track record of retaining and growing complex, high-profile customers, including renewals and commercial negotiations.
• Strong commercial judgement: weigh revenue, margin, risk and delivery capacity to recommend the right course of action.
• Confidence building trusted relationships and influencing stakeholders up to executive level, both with customers and internally.
• Analytical approach using revenue, usage and pipeline data to spot trends, risks and opportunities.
• Clear, concise communication, from account updates to executive briefs.

Responsibilities

• Own the relationship for a portfolio of strategic customers, accountable for retention, revenue and long-term growth.
• Build and deliver account plans that set clear priorities, map key stakeholders and anticipate renewals.
• Spot risks early and coordinate the right support across EML before they become renewal issues.
• Develop trusted relationships from operational contacts to executive decision-makers, positioning EML as a strategic partner.
• Grow existing accounts by identifying and converting upsell, cross-sell and product adoption opportunities.
• Lead renewals, pricing discussions and commercial negotiations, protecting both the relationship and margin.
• Run QBRs and executive reviews that end in clear decisions and next steps.
• Track portfolio performance (revenue, margin, usage and pipeline) and keep CRM and reporting accurate.
• Be the voice of the customer across Product, Operations, Finance, Risk and Compliance, and own the commercial side of escalations.
• Contribute to team initiatives that improve how we work and engage customers.

Skills

Strategic account mgmt

Commercial negotiation

Stakeholder management

Data-driven analysis

Executive communication

Cross-functional collaboration

CRM proficiency

Tools

CRM

Job description

EML Payments is seeking a Strategic Account Manager to own a portfolio of key Australian customers, managing retention, revenue and growth. You will engage senior stakeholders and translate insights into actionable account plans across Product, Operations, Finance and Risk.

In this role you will drive renewals, negotiate terms, and coordinate cross-functional teams to deliver outcomes while preserving margins.