Head of Key Account Managers

We are a London-based fintech company with a mindful approach to financial services. Operating under a FCA-approved Electronic Money Institution (EMI) license, MADFIN delivers card acquiring tailored for fast-moving, high-growth businesses. Currently we are looking for a Head of Key Account Managers to lead our KAM team and build strong, long-term relationships with MADFIN’s 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 team member’s performance and growth.
• Oversee the management of key client relationships, ensuring clients have a consistent point of contact and receive timely, effective support.
• Build strong 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 existing partnerships, including through increased transaction volumes or additional services.
• Monitor client activity, performance and satisfaction, and use relevant data to identify risks and opportunities.
• Take ownership of complex client issues and escalations, coordinating with internal teams through to resolution.
• Establish and improve processes, service standards and reporting.
• Track team and portfolio performance against agreed KPIs and provide regular updates to senior management.
• Ensure client relationships are managed in line with internal policies
• Mandatory: proven experience in fintech, a payment service provider (PSP) or an acquiring business.
• A confident understanding of the payment ecosystem, including the roles of merchants, acquirers, issuers, card schemes and payment processors.
• Experience leading or managing a Key Account Management, Client Success or similar team.
• A strong track record of managing strategic B2B client relationships and improving retention and client growth.
• Experience coaching team members, setting priorities and managing performance.
• Excellent communication and relationship-building skills, including confidence working with senior stakeholders.
• A practical, client-focused approach to resolving complex issues and coordinating across teams.
• Strong analytical skills and experience using data, KPIs or CRM tools to manage client relationships.
• The ability to balance client needs with operational, commercial and regulatory requirements.
• Excellent English, written and spoken.
• Competitive salary based on your experience and contribution and performance-based bonuses
• Flexible working conditions (on-site Riga/hybrid)
• Excellent health insurance after successful completion of the probation period
- including extensive medical coverage, mental health support, and dental care
• Additional paid Wellbeing Days
- take time for your personal needs, health check-ups, or simply to recharge
• Friendly and collaborative team
- we value transparency, initiative, and support each other
• Travel opportunities to industry events and expos — travel with the team, meet the industry in person, and be where the action happens
• Gifts from the company for work anniversaries and birthdays — because milestones matter, and we love celebrating them with you