Director of Account Management

Fathom Talent Group; Ottawa; Hybrid; CAD 120,000 - 180,000; Full time

Job summary

Confidential fintech in Canada seeks an Account Management Leader to own the post-sale commercial relationship across public sector and enterprise clients. Reporting to Head of Business Development, you will lead a growing team of Account Managers and drive net revenue retention, renewal rates, and client satisfaction.

The role covers federal and provincial contracts up to $10M, partnerships with banks and government, and collaboration with Product to align roadmaps with client needs.

Qualifications

• Proven track record leading an account management team with revenue/retention targets.
• Experience managing government/commercial enterprise accounts in Canada.
• Strong commercial instinct for expansion within existing accounts.
• Familiarity with account management frameworks (health scoring, QBRs).

Responsibilities

• Lead the post-sale relationship across commercial and public sector clients.
• Set KPIs for client satisfaction, renewals, and expansion.
• Build structured account management motions and executive cadences.
• Identify upsell/cross-sell opportunities within existing client base.

Skills

Account leadership

Enterprise selling

Public sector experience

Strategic relationship management

Team coaching

MEDDPICC (renewal/upsell)

Executive communication

Job description

Canadian Fintech | Payments, Identity & Fraud |

Role Snapshot

Detail

Fintech — payments, digital identity and fraud prevention

Client

Confidential. Details released to shortlisted candidates under NDA.

Location

Only Ottawa location

Work Model

Hybrid — 3 days in office, 2 days remote

Reports To

Head, Business Development

Team

3 Account Managers, expected to grow to 5

Team Quota

$50M

Travel

Less than 10%

Territory

Canada

Reason for Role

Replacement

The Organization

Our client is an established Canadian fintech operating at the centre of the country’s digital payments and financial trust ecosystem. Its platforms enable secure payments, digital identity verification and fraud protection at national scale, connecting financial institutions, businesses, governments and consumers.

The organization is a trusted, high-volume participant in Canada’s financial infrastructure, with deep partnerships across the banking sector and all levels of government. It is a mid-sized company with a collaborative, team-oriented culture and a mandate to expand well beyond its original payments footprint.

Current growth initiatives include:

• A national fraud services practice being built to address the rise in fraud and scams.
• Real-time payment rails under technical development in partnership with the national payments body.
• A new e-commerce play, positioning the organization as the technology partner banks need for e-commerce infrastructure.

The Opportunity

The Leader, Account Management will own the account management motion across the commercial and public sector segment — retaining, expanding and deepening relationships with existing enterprise and government clients across the full product portfolio.

Reporting to the Head of Business Development, this leader manages a team of Account Managers and is accountable for net revenue retention, expansion ARR, renewal rates and client satisfaction across a client base that includes large enterprise clients, government agencies and technology platforms.

The client base is predominantly public sector and regulated: federal agencies holding contracts of up to $10M, crown corporations including lottery, provincial insurance, and municipalities. Coverage is structured with one representative on the federal portfolio, one across the provinces, and a more junior territory. Managing this public sector and regulated book is the single most important dimension of the role.

The hiring manager is described as a strategic leader who operates at the top of the business, providing support and guidance while maintaining a tight feedback loop with Product. He carries three direct reports: a Channel Leader, a Business Development Leader, and this Account Management Leader.

What You Will Do

• Lead the team accountable for the post-sale commercial relationship across the commercial and public sector client base — driving retention, renewal and expansion as the primary growth levers.
• Set and hold the team accountable to KPIs across client satisfaction, renewals, upsell ARR and expansion pipeline.
• Build structured account management motions: executive relationship cadences, QBRs, health scoring and proactive risk identification.
• Identify and execute upsell and cross-sell opportunities within the existing client base, expanding wallet share across the full product suite — identity verification, payment solutions and new product launches.
• Partner closely with the Business Development Sales Leader to ensure clean handoffs from new logo close to onboarding, and to align on account expansion strategy for high-potential clients.
• Serve as executive sponsor for strategic accounts, engaging at the C-suite and senior government level to reinforce value and deep. ack partnership.
• Partner with Product and Solutions teams to surface client feedback, influence the roadmap and ensure clients are fully utilizing the capabilities they have contracted.
• Coach and develop a high-performing Account Management team — running account reviews, renewal strategy sessions and performance management with rigour.
• Upskill the team across core account management competencies: executive relationship development, value realization storytelling, expansion selling, MEDDPICC application in renewal and upsell cycles, and positioning as a trusted advisor.

What You Bring

• A proven track record leading an account management team, consistently delivering against revenue, renewal and expansion targets across a complex enterprise and/or government client base.
• Experience managing government and/or commercial enterprise accounts in Canada, with a working understanding of multi-year contracts, procurement cycles and institutional relationship management.
• Strong commercial instinct — the ability to identify expansion opportunities within an existing account and coach the team to do the same without waiting for the client to ask.
• Deep familiarity with client success and account management frameworks: health scoring, QBR design, escalation management and churn prevention.
• Hands-on experience with renewal negotiation, pricing conversations and contract restructuring.
• Exceptional interpersonal skills, with a track record of building positive relationships with stakeholders, clients and team members.
• A player-coach instinct — equally effective building an executive-level client relationship and developing the team’s skills in the same room.
• Senior commercial acumen, ideally including experience within a bank (cash management or treasury management) and credibility for strategic conversations with senior stakeholders.
• A blend of hunter and farmer, technically sound, highly consultative, organized, and able to articulate a repeatable process behind past success.
• Eligibility to work in Canada on a full-time basis.