Strategic Account Director (Fully Remote)

FlexFactor is re-inventing how merchants handle declined payments. Payment declines cost merchants $500B/yr of potential revenues ? we?re here to help get them back. Our platform helps merchants convert failed payments into annual revenue increases of 15-20% through our AcceptIQ solution - leveraging the best of AI/ML technology along with our cutting-edge payment technology stack. We?re the only provider in the industry doing what we do, as the barriers to entry are formidable. Thus, we?re fortunate to be growing fast while being backed by leading fintech investors including Bessemer Venture Partners. 2025 will be a record-setting year, and we?re investing to meet the challenge.
FlexFactor is looking for a Strategic Account Director to oversee and grow our relationships with our customers. This isn?t a traditional account management or customer success role ? you?ll be critical in welcoming signed customers to FlexFactor, getting them going, and following through to ensure they are fully capitalizing on their recovery opportunity. You?ll work directly with merchant executives and commerce teams to build and scale our merchant relationships.
You'll own the post-sales relationship with a distinctly commercial focus ? every conversation should focus on expanding payment flows, understanding product requests, and helping get those prioritized to capture more declines.
The ideal candidate thrives on complexity and loves the challenge of navigating a merchant?s internal gridlock to help unlock revenue. You'll partner with our technical teams and risk teams, but as mentioned previously - your focus is commercial: getting merchants set up for success, and finding opportunities to push more declined transactions through our system. Success means ensuring merchants get maximum value from our platform by rapidly shifting and keeping their declines volume with us.
What You'll Do:
Build strong relationships with new customers, serving as their dedicated point of contact from sales handoff after signature through revenue scaling
Design and execute a seamless onboarding experience for new customers. Manage the entire onboarding process and ensure we unlock all of a merchant?s declined revenue opportunity. Proactively address any roadblocks which may arise.
Ensure accountability from the merchant side by establishing a clear roadmap for how we?ll collaborate together. Work collaboratively with customers to identify and overcome any challenges that might hinder their progress towards achieving the expected volume or results.
Build deep understanding of merchant payment stacks to identify expansion opportunities
Execute revenue strategies through regular business reviews and data-driven recommendations
Proactively address potential churn risks
Identify product opportunities based on revenue bottlenecks
Track and optimize key metrics: time-to-first-recovery, recovery rates, payment volume, disputes
Develop and maintain onboarding resources, such as guides and knowledge base articles, to equip customers with the knowledge they need to succeed.
Track account performance and maintain accurate records in Hubspot
What We're Looking For:
6-10 years driving revenue / growth in payments, fintech, or SaaS
Proven track record of designing, implementing, and optimizing customer onboarding, account management, or strategic growth processes
Strong grasp of payment flows and merchant economics
Excellence in managing multiple concurrent strategic projects
Experience influencing senior merchant stakeholders
Ability to create structure and process in ambiguous environments
Excellent communication, negotiation, and relationship-building skills
Experience with CRMs like Hubspot or Salesforce
You'll Thrive Here If You:
See revenue opportunities others miss
Create processes but know when to break them for results
Are quick on your feet and unapologetically customer-centric
Translate complex payment concepts into business value
Want to build something from scratch
Are energized by direct interaction with founders and executives
This is a high-impact role where you'll shape our merchant strategy and build the playbook for scaling revenue operations.
Compensation:
Base salary + bonus (OTE)
Equity in a rapidly growing company
Competitive benefits package (Health, Dental, Vision, etc.)