Account manager
External
Incard · London, UKPrepare for this interview
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About the role
Once a customer is live on Incard, you own the relationship. As an Account Manager, you are responsible for making sure every active customer gets real, ongoing value from the platform - and stays. You'll be the main point of contact for a portfolio of business accounts, focused on deepening usage, driving retention, and identifying opportunities to grow revenue within your base. This isn't a reactive support role. You'll proactively engage with your accounts on a regular basis, understanding how their business works, spotting where they're underusing the platform, and helping them get more out of Incard's financial tools. You're the voice of the customer internally - feeding insights back to Product and Marketing - and the face of Incard externally. You'll work closely with the New Business and Activation teams, inheriting customers once they're onboarded and transacting, and ensuring the handover is seamless. Ideally, you have the following: Experience in account management, customer success, or relationship management within fintech, SaaS, or payments A proactive, consultative approach - you don't wait for customers to come to you with problems, you anticipate them Strong commercial instincts with the ability to identify upsell and cross-sell opportunities naturally within conversations Excellent communication skills, comfortable building trust with founders, finance teams, and business owners Comfortable using AI tools to monitor account health, personalise outreach, and surface insights across your portfolio Additionally, any of the following will help you stand out: Previous experience managing a portfolio of SMB or mid-market accounts in a fintech or business banking environment Familiarity with CRM tools like HubSpot or Salesforce and a disciplined approach to tracking customer health and activity Experience working with product and engineering teams to advocate for customer needs and influence the roadmap Hands-on experience using data and AI-driven tools to identify churn risk and proactively intervene An understanding of the entrepreneur and SMB market in the UK or Europe
Responsibilities
- Own and manage a portfolio of active Incard business accounts, serving as their primary point of contact and trusted advisor
- Conduct regular check-ins and business reviews with customers to ensure they're getting maximum value from the platform
- Monitor account health and usage patterns to proactively identify churn risk, address issues early, and keep retention high
- Identify and close upsell and cross-sell opportunities within your portfolio, growing revenue per account over time
- Ensure a smooth handover from the Activation team, picking up newly onboarded customers and building the relationship from day one
- Use AI-powered tools to track engagement signals, prioritise outreach, and personalise your approach across a large book of accounts
- Act as the voice of the customer internally - feeding insights, feature requests, and friction points back to Product and Marketing
- Collaborate with the wider Sales team to share learnings, case studies, and best practices that improve the overall customer experience
Benefits
Additional Information
About Incard Incard's mission is to build the financial operating system for entrepreneurs. We are focused on creating a system where business banking, financial tools, and application logic are coordinated into a single control layer. Through the app store, entrepreneurs and developers can build industry-specific functionality as their business evolves.
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