Head of Account Management (f/m/d)

Upvest | Fintech

2h 15m ago

Hybrid

Full Time

Lead

Albania, Andorra, Austria,

At Upvest, we are on a mission to make investing as easy as spending money. Upvest empowers businesses to offer a wide range of investment products and the best experience in the field of capital market investment and retirement planning. Upvest’s Investment API is easy to integrate so that fintechs and financial institutions can save resources and fully focus on their core business.

We are proud to partner with Europe’s leading Fintechs and financial institutions such as DKB, Revolut, N26 and Raisin. Founded in 2017 by Martin Kassing, Upvest now brings together over 270 talented professionals from more than 70 nationalities. Upvest is backed by €280M in total funding from world-class investors, including BlackRock, Tencent, Sapphire Ventures, and Bessemer Venture Partners, Earlybird, Notion Capital, and Motive. Our latest €105M funding round in March 2026 - led by Sapphire and Tencent - serves as a massive catalyst for our growth, allowing us to offer premier investment experience.

About the role:

Client Impact at Upvest owns our clients' journey from signature to go-live and beyond, spanning Launch, Migrations, Account Management, Client Experience and Integration Success. Once a client is live, Account Management takes over: we own the relationship end to end, grow it commercially, run it strategically and make sure our clients see Upvest as a partner, not a vendor. Client satisfaction is one of the things that sets us apart from incumbents, and recommendations from our live clients have already been key to new wins.

We are looking for a Head of Account Management to lead this team and Upvest's live client portfolio, which includes some of Europe's best-known fintechs, neobrokers and banks. You will own the commercial development of the portfolio (renewals, upsell, ARR and revenue retention) and the senior relationships behind it, lead a team of senior Account Managers, and build the operating model that lets us scale. This is a hands-on leadership role: you will sit across the table from client C-levels yourself, not only manage the people who do.

You will report directly to Jens Maluck, VP Client Impact, and work closely with Growth, Product, Launch, Client Experience and Finance.

What you’ll do:

Commercial growth
- Own the commercial development of the live client portfolio: renewals, expansions and upsells, against budget and upsell targets
- Spot commercial opportunities and leveraging knowledge across the portfolio
- Lead commercial negotiations for live clients, including pricing
- Build strategic account plans that set out each client's growth path with Upvest, from new use cases and asset classes to new functionality and geographies
- Advise clients on their end-user investment offering (product, pricing, promotions, conversion), because the better our clients perform, the better Upvest performs
- Provide case studies and references that help win new business
Client ownership
- Be the senior counterpart for client leadership teams, from handover after go-live through renewals and escalations
- Lead QBRs, Steering Committees and executive alignment, keeping stakeholders aligned from C-level to technical teams
- Act as the filter between our clients and the wider Upvest organisation: answer most product, asset class and commercial questions directly, run client meetings independently with your team, and bring in others only where they add real value
- Be the first point of escalation for live clients, resolving issues quickly and coordinating the wider organisation where needed
- Represent the voice of the client inside Upvest, channelling structured feedback to Product, Operations and Growth
- Safeguard the partnership by ensuring contract adherence on both sides
Performance and insight
- Own the portfolio KPIs: ARR, net and gross revenue retention, and client satisfaction (CSAT and Account Health Score)
- Track client performance (users, conversions, assets under custody, trading activity) against plan, and use anonymised benchmarks to help clients improve
- Own the client input to the annual budget and the monthly actuals vs budget review with Finance
- Report to senior management on account health, risks and opportunities, with clear actionable recommendations
Team and operating model
- Lead, hire and develop a team of senior Account Managers, setting a high bar for quality, execution speed and commercial impact
- Define and continuously improve how Upvest manages its live clients: account tiering, governance cadences, account health scoring, documentation and tooling
- Drive AI adoption across Account Management, using Claude and system integrations to automate analysis, reporting and preparation work
- Work very closely with Client Experience who own the day to day operational alignment and ticket resolution

What you bring:

Experience: 8+ years in account management, client success or strategic relationship management for B2B enterprise clients, of which 3+ years leading an account management or client team
Investment and brokerage expertise: You can discuss asset types in depth (equities, ETFs, funds and MMFs, bonds, securitised derivatives, crypto) and the trading, custody, settlement and fee economics behind them. Ideally, you gained this in B2B investment infrastructure or B2C brokerage (e.g. a neobroker or the investment offering of a digital bank)
Commercial track record: You have owned renewals, upsells and negotiations end to end, ideally against NRR / GRR targets or a commission plan, and you can name the deals you generated
Relevant background: Regulated fintech or banking with financial institutions as clients, or B2B API, embedded finance or enterprise SaaS
Product mindset: You are eager to understand the product in depth and E2E, and have a drive to represent it to the client without the Product team present. You understand the value of standardisation and automation over customisation
People leadership: You have led a team of senior individual contributors, and you can show both a strong team culture and raising the bar (coaching, performance management, stepping in when output falls short)
Operating model builder: You have built playbooks, improved processes and implemented systems that let a team scale
Data-driven: You run accounts on KPIs (client performance, forecast vs actuals, adoption etc.)
AI-enabled: You use AI hands-on every day (ideally Claude), are comfortable connecting it to business systems via MCP or similar, and can walk us through workflows you automated
Executive presence: You are a trusted counterpart for C-level stakeholders and lead QBRs, SteerCos and difficult commercial conversations without senior back-up
Ownership: You are the go-to person for your area: you communicate proactively, flag risks early and take a clear position. You are hands-on and not looking for a pure manage-the-managers role

It’s great if you have:

B2C brokerage experience, to guide clients on product design, pricing, promotions, conversion and activity
Experience with country expansion (local market specifics, tax and regulatory set-up, market launch)
A network and market insight in Upvest's core European markets (e.g. Germany, Netherlands, Spain, UK, France)
Experience with migrations or large client transitions
German and/or Spanish language skills
Location preference: Berlin-based preferred. Alternatively London-based or remote, willingness to travel to Berlin every couple of weeks

How we Upvest in you:

Best-in-class AI tools: Every Upvenger has €20,000 per year to spend on the best AI tools available — so you're always working with the most powerful models and tooling on the market.
Impact-driven work: We’re building the infrastructure that will power the future of investing in Europe. It’s complex, ambitious, and meaningful. You’ll work with modern technologies and create something entirely new. No legacy systems, no limits.
Wellbeing: Recharge with 30 days of annual leave and maintain a healthy lifestyle with sports benefits. Access confidential professional coaching and enjoy the flexibility to work remotely abroad for up to 183 days a year. Recharge with UpRest, a one-month fully paid sabbatical after every 4 years of working at Upvest.
Development: Growth is in our DNA. Each Upvenger has access to a personal development budget and the freedom to decide how to use it.
Flexible work environment: Work from any of our hubs in Berlin, London or Tallinn hybrid or remotely across Europe, depending on the role. We give you the choice and budget to work where you’re most comfortable and productive, either at home or in the office. You choose.
Compensation and equity: We believe that all Upvengers contribute to our success and deserve a competitive, above-market salary and a participation in our employee equity program.
Team celebrations: Participate in company-wide events, such as UpFest, dinners, offsites and our Holiday party, to connect with colleagues and celebrate our achievements.
Inclusion: We’re committed to a culture where everyone belongs and thrives. Our Employee Resources Groups foster inclusion and connection, like Upfem for our female Upvengers, or UpVergent supporting neurodivergent Upvengers and allies.

Our Values:

Make it easy for others. We simplify the complex and act with the best intentions.
Own the outcome. We are proactive, fast and confident to get the job done, valuing progress over perfection.
Rise to the challenge. We aim high and push the boundaries. We stay curious, learn and celebrate our wins together.
Tell the story. We start with the Why to align on purpose. We are transparent and share knowledge to empower and inspire others.

Upvest is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Required Languages

🇬🇧 English

About the role:

You will report directly to Jens Maluck, VP Client Impact, and work closely with Growth, Product, Launch, Client Experience and Finance.

What you’ll do:

Commercial growth

Own the commercial development of the live client portfolio: renewals, expansions and upsells, against budget and upsell targets
Spot commercial opportunities and leveraging knowledge across the portfolio
Lead commercial negotiations for live clients, including pricing
Build strategic account plans that set out each client's growth path with Upvest, from new use cases and asset classes to new functionality and geographies
Advise clients on their end-user investment offering (product, pricing, promotions, conversion), because the better our clients perform, the better Upvest performs
Provide case studies and references that help win new business

Client ownership

Be the senior counterpart for client leadership teams, from handover after go-live through renewals and escalations
Lead QBRs, Steering Committees and executive alignment, keeping stakeholders aligned from C-level to technical teams
Act as the filter between our clients and the wider Upvest organisation: answer most product, asset class and commercial questions directly, run client meetings independently with your team, and bring in others only where they add real value
Be the first point of escalation for live clients, resolving issues quickly and coordinating the wider organisation where needed
Represent the voice of the client inside Upvest, channelling structured feedback to Product, Operations and Growth
Safeguard the partnership by ensuring contract adherence on both sides

Performance and insight

Own the portfolio KPIs: ARR, net and gross revenue retention, and client satisfaction (CSAT and Account Health Score)
Track client performance (users, conversions, assets under custody, trading activity) against plan, and use anonymised benchmarks to help clients improve
Own the client input to the annual budget and the monthly actuals vs budget review with Finance
Report to senior management on account health, risks and opportunities, with clear actionable recommendations

Team and operating model

Lead, hire and develop a team of senior Account Managers, setting a high bar for quality, execution speed and commercial impact
Define and continuously improve how Upvest manages its live clients: account tiering, governance cadences, account health scoring, documentation and tooling
Drive AI adoption across Account Management, using Claude and system integrations to automate analysis, reporting and preparation work
Work very closely with Client Experience who own the day to day operational alignment and ticket resolution

What you bring:

Experience: 8+ years in account management, client success or strategic relationship management for B2B enterprise clients, of which 3+ years leading an account management or client team

Investment and brokerage expertise: You can discuss asset types in depth (equities, ETFs, funds and MMFs, bonds, securitised derivatives, crypto) and the trading, custody, settlement and fee economics behind them. Ideally, you gained this in B2B investment infrastructure or B2C brokerage (e.g. a neobroker or the investment offering of a digital bank)

Commercial track record: You have owned renewals, upsells and negotiations end to end, ideally against NRR / GRR targets or a commission plan, and you can name the deals you generated

Relevant background: Regulated fintech or banking with financial institutions as clients, or B2B API, embedded finance or enterprise SaaS

Product mindset: You are eager to understand the product in depth and E2E, and have a drive to represent it to the client without the Product team present. You understand the value of standardisation and automation over customisation

People leadership: You have led a team of senior individual contributors, and you can show both a strong team culture and raising the bar (coaching, performance management, stepping in when output falls short)

Operating model builder: You have built playbooks, improved processes and implemented systems that let a team scale

Data-driven: You run accounts on KPIs (client performance, forecast vs actuals, adoption etc.)

AI-enabled: You use AI hands-on every day (ideally Claude), are comfortable connecting it to business systems via MCP or similar, and can walk us through workflows you automated

Executive presence: You are a trusted counterpart for C-level stakeholders and lead QBRs, SteerCos and difficult commercial conversations without senior back-up

Ownership: You are the go-to person for your area: you communicate proactively, flag risks early and take a clear position. You are hands-on and not looking for a pure manage-the-managers role

It’s great if you have:

B2C brokerage experience, to guide clients on product design, pricing, promotions, conversion and activity

Experience with country expansion (local market specifics, tax and regulatory set-up, market launch)

A network and market insight in Upvest's core European markets (e.g. Germany, Netherlands, Spain, UK, France)

Experience with migrations or large client transitions

German and/or Spanish language skills

Location preference: Berlin-based preferred. Alternatively London-based or remote, willingness to travel to Berlin every couple of weeks

How we Upvest in you:

Best-in-class AI tools: Every Upvenger has €20,000 per year to spend on the best AI tools available — so you're always working with the most powerful models and tooling on the market.

Impact-driven work: We’re building the infrastructure that will power the future of investing in Europe. It’s complex, ambitious, and meaningful. You’ll work with modern technologies and create something entirely new. No legacy systems, no limits.

Wellbeing: Recharge with 30 days of annual leave and maintain a healthy lifestyle with sports benefits. Access confidential professional coaching and enjoy the flexibility to work remotely abroad for up to 183 days a year. Recharge with UpRest, a one-month fully paid sabbatical after every 4 years of working at Upvest.

Development: Growth is in our DNA. Each Upvenger has access to a personal development budget and the freedom to decide how to use it.

Flexible work environment: Work from any of our hubs in Berlin, London or Tallinn hybrid or remotely across Europe, depending on the role. We give you the choice and budget to work where you’re most comfortable and productive, either at home or in the office. You choose.

Compensation and equity: We believe that all Upvengers contribute to our success and deserve a competitive, above-market salary and a participation in our employee equity program.

Team celebrations: Participate in company-wide events, such as UpFest, dinners, offsites and our Holiday party, to connect with colleagues and celebrate our achievements.

Inclusion: We’re committed to a culture where everyone belongs and thrives. Our Employee Resources Groups foster inclusion and connection, like Upfem for our female Upvengers, or UpVergent supporting neurodivergent Upvengers and allies.

Our Values:

Make it easy for others. We simplify the complex and act with the best intentions.

Own the outcome. We are proactive, fast and confident to get the job done, valuing progress over perfection.

Rise to the challenge. We aim high and push the boundaries. We stay curious, learn and celebrate our wins together.

Tell the story. We start with the Why to align on purpose. We are transparent and share knowledge to empower and inspire others.

Upvest is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.