Account Manager - Retention

Account Manager - Retention

PayTrace by North- Remote

PayTrace by North - Payment and ACH processing, virtual terminals, and more. The B2B payments expert transforming financial and accounting processes to future-proof your business. With advanced payment automation solutions and a user-friendly API, we help B2B companies become more efficient, successful, and profitable.

The Account Manager is the primary relationship owner for an assigned portfolio of merchant accounts. You’ll be responsible for driving retention and satisfaction by helping merchants get maximum value from our payment processing solutions. This is a consultative, high-touch role that sits at the intersection of customer success and sales.

What you'll do:

• Own a portfolio of active merchant accounts, serving as their primary point of contact for strategic and operational needs.

• Conduct regular business reviews to assess account health, usage trends, and growth opportunities.

• Identify upsell and cross-sell opportunities (e.g., additional processing products, integrations, or value-added services).

• Proactively monitor account risk signals and execute retention strategies to reduce churn

• Partner with onboarding, support, and underwriting teams to resolve escalations and ensure a seamless merchant experience

• Educate merchants on industry trends, compliance requirements (PCI DSS), and product updates that impact their business

• Accurately maintain account records, pipeline, and activity in CRM (Salesforce or equivalent)

• Serve as the voice of the merchant internally, surfacing feedback to product and operations teams

What we need from you:

• Bachelor’s Degree or equivalent work experience.

• Minimum (3) years' of account management and customer service experience in similar industries.

• Successful history-building relationships and demonstrated customer satisfaction. 

• Excellent communication skills with the ability to speak to current clients, partners, and prospects.

• High energy, detail-oriented, problem solver, go-getter, positive attitude; comfortable working autonomously and within groups

• Strong customer service orientation and ability to respond to all communications effectively and in a timely manner

• Pays strong attention to detail, is extremely organized, and has strong follow-up' skills

• Self-starter takes initiative, strategic thinker and adapts to changing demands

• Excellent ability to multitask and stay abreast of multiple projects at one time

• Strong technical proficiency and a desire to understand all of the software products under the PayTrace umbrella 

• Understanding all the clients' different styles of service and business goals.

What we offer:

We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:

• Medical, Dental, & Vision Coverage

• Flexible Paid Time Off

• 401(k) + Match

• Education Assistance

• Paid Maternity & Paternity Leave

• Mental Health Support & Well-Being Program

• Company-funded Lifestyle Spending Account

Salary Range: Base salary of $70,000- $80,000 plus quarterly incentive plan.

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.

To learn more about North and our family of companies, visit our website: https://www.north.com/company/about/our-companies-brands