Head of Account Management

Overview

In this role you will lead Scalapay’s Key Account Management, overseeing strategic merchants and a small team while reporting to the VP Growth. You will shape account management practices, set targets, and create processes that sustain high-value relationships with C-level stakeholders. You’ll apply BNPL strategies within merchants’ customer lifecycles to grow LTV and reduce CAC, balancing retention with margin goals. This is a hands-on leadership position in a fast-moving, tech-driven environment, focused on scaling enterprise partnerships and business impact. You will play a key role in defining how Scalapay’s services evolve for top merchants and across regions.

Responsibilities

• Manage strategic merchants within Scalapay’s portfolio to build credibility and deep product knowledge
• Drive regional growth of key accounts through best practices and proactive oversight
• Coach, train, and mentor a team of 3–4 Account Managers, set targets, and monitor impact
• Define account portfolios, create action plans, and track individual and team performance
• Retain merchants by minimizing churn and ensuring KPIs and margins are met
• Lead stakeholder relationships with C-Level executives for the team, with substantial travel
• Advise merchants on increasing customer LTV and reducing CAC by integrating BNPL into sales and marketing

Qualifications

• 10+ years in Account Management
• 4+ years in team management
• Experience with Enterprise clients and multi-stakeholder environments
• Experience in a fast-paced tech setting
• Proven track record in commercial success (renegotiation, upselling, cross-selling at enterprise level)
• Fluency in Italian and English
• Based in Milan or able to be present at the Milan office

Benefits

• Attractive packages based on skills and experience
• International environment
• Opportunities to work with industry tech leaders
• Personalised support for professional growth
• Latest technologies and empowerment to contribute ideas
• Ownership of delivered products