Head of Account Management

About Kueski

At Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for nearly 30% of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.

We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive workplace. Our commitment to excellence and ethical business practices has earned us multiple industry recognitions. In 2024, we were named one of the World’s Top FinTech Companies by CNBC and recognized as one of the most ethical companies in Mexico by AMITAI. Additionally, we were certified as a Best Place to Work for LGBTQ+ Equality by HRC Equidad MX 2025 and ranked among the Best Companies for Female Talent by EFY.

Position

Kueski is seeking a Head of Account Management to drive merchant retention, growth, and satisfaction across all segments. This role is ideal for a results-oriented leader with strong experience in account management, customer success, and fintech ecosystems. As a key leader, this person will define and execute the account management strategy, building scalable processes and high-performing teams. Partnering with the CPTO and senior leadership, they will shape how Kueski delivers value and deepens merchant relationships. Blending strategic vision with operational rigor, this leader will elevate customer experience and drive measurable business impact. This is a pivotal opportunity to expand Kueski’s reach and strengthen its position in the fintech landscape.

Key Responsabilities

Leadership and Strategy

• Develop and execute the account management strategy to drive customer retention, satisfaction, and growth across all segments.

• Align cross-functional teams (sales, product, marketing) to ensure seamless collaboration and exceptional customer experiences.

• Establish KPIs and metrics to measure the performance of the Key Account Managers (KAMs), Customer Success Managers (CSMs), and Merchant Services team.

Key Account Management (KAMs)

• Oversee the KAM team to strengthen relationships with large business accounts, focusing on upsell opportunities, contract renewals, and long-term retention.

• Collaborate with KAMs to create tailored strategies for each key account, addressing unique needs and identifying growth opportunities.

Operational Execution

• Take a hands-on role in monitoring and optimizing day to day processes related to merchant support, renewals, and service delivery.

• Identify operational bottlenecks and work closely with internal teams to design and implement scalable, efficient solutions.

• Support the design and rollout of automation, self-service tools, and workflows that improve response times and merchant satisfaction.

• Serve as an escalation point for complex or high-impact merchant issues, ensuring quick and effective resolution.

Merchant Services

• Manage the Merchant Services team, responsible for supporting small business accounts, which represent a significant portion of the portfolio.

• Implement automation and self-service tools to optimize efficiency while maintaining a high standard of service for small businesses.

• Continuously identify opportunities to enhance the merchant experience and maximize revenue from the long-tail segment.

Team Development

• Recruit, mentor, and develop a high-performing team of KAMs, CSMs, and Merchant Services professionals.

• Foster a collaborative, customer-focused culture within the Account Management organization.

Data-Driven Insights

• Analyze customer data to identify trends, growth opportunities, and areas for improvement.

• Provide regular reporting to the executive team on customer health, retention metrics, and revenue impact.

Job Requirements

• 10+ years of experience in account management, customer success, or related roles, with at least 5 years in a leadership capacity.

• Proven track record of managing large, complex accounts and driving customer retention and upsell initiatives.

• Experience in fintech, SaaS, or B2B2C industries is highly preferred.

• Strong experience working with both enterprise clients and small business segments.

• Exceptional leadership and team management skills, with the ability to inspire and drive results.

• Strong analytical skills and experience with customer success tools (e.g., Gainsight, Totango) and CRMs (e.g., Salesforce).

• Excellent interpersonal and communication skills, capable of building relationships at all levels of an organization.

• Strategic thinker with the ability to execute tactically in a fast-paced, growth-oriented environment.

Diversity & Inclusion

At Kueski we embrace diversity in all forms, systematically promote equity, and ensure everyone feels included with a sense of belonging. We are committed to the full inclusion of all qualified candidates. As part of this commitment, we will make efforts to ensure reasonable accommodations are made during the hiring process. If reasonable accommodation is needed, please let the Talent Acquisition team know.