Account Manager
Description
Flatpay is one of Europe's fastest-growing fintech companies, now expanding across the UK.
Role: Account Manager
Location: London – fully office-based, 5 days per week
As a Account Manager you will own the conversations that decide whether a merchant stays or leaves. When a customer contacts us to cancel, downgrade, or push back on pricing, you are the person who turns it around. This is a phone-first, target-driven role where you will be measured on save rate and the revenue you protect each month.
The team runs two tracks: inbound requests from internal teams like Sales and Customer Support, and outbound proactive calls to at-risk accounts. This is a commercial role, not a customer service one.
Responsibilities
Handling inbound cancellation and downgrade requests from merchants
Running outbound save calls to at-risk accounts flagged by the team
Negotiating pricing, plan changes, and contract extensions to retain revenue
Owning each case end-to-end, from first contact through CRM updates, contracts, and billing
Hitting monthly save-rate and retained-revenue targets
Working alongside Finance, CS, and Sales to ensure all activity follows process and supports our key metrics
Skills & Attributes
1 to 3 years in a phone-based, commercial, target-driven role: retention, renewals, inside sales, account management, or collections
A proven track record against a commercial KPI, whether save rate, renewal rate, bookings, quota, or a collections target
Confidence on the phone with people who are frustrated, indifferent, or already half out the door
Comfort with structured negotiation: discounts, plan changes, and objection handling
Strong organisation to own the admin without anything slipping
A proactive attitude: spotting patterns in why customers leave and feeding that back to the team
Our Values
At Flatpay, how we work matters as much as what we achieve.
Happy Humans – We bring energy to our work and create teams people enjoy being part of.
No Assholes – We perform at a high level while treating colleagues and customers with respect.
It's Our Business, Own It – Everyone takes responsibility and manages their work like it's their own business.
Start With No – We challenge ideas, think commercially and focus on what truly creates value.
Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.
The Best Argument Wins – Titles don't decide outcomes. We debate openly to reach the best decisions.
What's in it for you
Medicash EAP – free, confidential support for your mental, physical, and financial wellbeing
Medicash Proactive – cashback on everyday healthcare including dental, optical, and physio
Bupa Select – private medical insurance
Refer-a-friend scheme – earn up to £500 for every successful referral
Background & Requirements
Fluent English
Right to work in the UK (we are not able to sponsor visas at this time)
Able to work from our London office 5 days per week
Hiring Process
Application Review – Our Talent Team reviews your CV to assess experience and potential fit.
Talent Team Call (20-30 minutes) – A conversation to understand your background, confirm role fit and discuss what motivates you.
Manager Interview – A video interview with your hiring manager, conducted via our recruitment platform.
Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.