ATOA PAYMENTS
Account Manager
London, UK • Full-time • Hybrid
ABOUT ATOA
Atoa Payments is an FCA-authorised Payment Institution building the UK's leading Pay by Bank platform for SME and mid-market merchants. We help businesses across several industries including dental, veterinary, legal, hospitality, and auto repair accept payments faster, at lower cost, and with less friction than traditional card acquiring. Our technology sits at the intersection of open banking infrastructure and merchant payments — and we're growing fast.
This is an early-stage, high-ownership role. You'll be one of the first dedicated Account Managers at Atoa, working directly with our merchants to make sure our product becomes deeply embedded in how they run their business — and that the revenue we earn from each account keeps growing.
THE ROLE
We're looking for someone who is genuinely two things at once: technically sharp and commercially warm. You'll own the post-sales relationship with a portfolio of Atoa merchants — keeping the account healthy, making Atoa stickier and more embedded in how the merchant operates, and systematically growing the revenue we earn from each account over time. Your north star is ARPU: Average Revenue per User.
This is not a support ticket role. We want someone who reads the situation, takes ownership, and knows when to pick up the phone rather than send a fifth email thread.
Reports to
COO
Location
India — fully remote
Type
Full-time, permanent
Start date
As soon as possible
WHAT YOU'LL ACTUALLY DO
Your work will fall into three areas, and you need to be strong in all three.
01
Resolve — When something breaks for a key account, you become the single point of contact. You should be able to fix basic issues yourself — our technical support is there to help for more complicated issues. Your job is to coordinate all triage and fix efforts, manage the communication to the merchant, keep them informed and calm, and make sure the right people are working on the right things. The buck stops with you.
02
Grow — You understand the Atoa product well enough to spot expansion opportunities. If a merchant mentions they're adding a new booking system, a second location, or a new payment flow, you connect the dots and bring the right conversation to the right person. ARPU going up is how you know you're doing this well.
03
Prevent — You're proactive. If a merchant mentions they're switching ERP systems, you don't wait for the integration to break. You get ahead of it, ask to speak to their developer, walk them through our API documentation, and make the transition smooth before it becomes a problem.
RESPONSIBILITIES
Account Health
- Serve as the primary point of contact for a portfolio of Atoa merchants post-close, owning the health of the entire account — not just the integration
- Monitor and track key account performance metrics: transaction volumes, payment success rates, failure rates, and ARPU; flag any metric that moves outside expected ranges before the merchant notices
- Build and maintain simple but clean account performance trackers in Excel or Google Sheets — pivot tables, trend charts, and monthly summaries that you can share with merchants and with internal leadership
- Guide merchant development teams through Atoa's REST APIs, webhook configurations, and payment flows when integration questions arise — you should be able to open API documentation, walk through endpoints, and have a credible conversation with their developer
- When a merchant flags a system change — a new ERP, POS, or booking platform — assess the impact on the Atoa integration, get the right technical support involved, and manage the merchant through the transition
- Coordinate with Atoa's technical support team when issues arise; your job is to manage the communication and the merchant relationship while they work on the fix
Commercial & Relationship
- Own the day-to-day merchant relationship from the moment the deal closes — you are Atoa's face to the customer
- Build genuine, durable relationships with merchant stakeholders at every level — from the practice manager who processes payments daily to the developer who built the integration
- Systematically grow ARPU across your book: identify which merchants are ready to add card acquiring, BNPL, a new integration, or additional locations, and drive those conversations
- Conduct regular check-ins and quarterly business reviews; present account performance data clearly and in plain English — not just numbers, but what they mean and what should happen next
- Feed back merchant insights, integration friction points, and product feature requests to the Product and Engineering teams with enough specificity to be actionable
Communication & Documentation
- Spoken English must be exceptional — you will be on calls with UK merchants daily, and your clarity, warmth, and professionalism on the phone is a direct reflection of Atoa's brand
- Written English must be equally strong — your emails, summaries, and account notes should be precise, professional, and free of errors
- Translate business requirements back to technical teams clearly
- Create and maintain account performance summaries, integration guides, and issue-resolution logs that are useful both internally and in merchant-facing reviews
WHAT WE'RE LOOKING FOR
Must-haves
- 3–4+ years in an account management, solutions engineering, implementation, or technical support role — ideally in payments, fintech, or B2B SaaS
- Solid working knowledge of REST APIs: you can read API documentation, make calls in Postman, interpret JSON responses, and understand authentication (OAuth, API keys, webhooks)
- Exceptional spoken English — clear, confident, and natural on calls with UK-based merchants; this is the single most important communication requirement of the role
- Excellent written English — precise, professional, and error-free at all times
- Comfortable with Excel or Google Sheets at a practical level: pivot tables, basic charts, and account performance tracking; you don't need to be a data analyst, but you need to be able to build something useful and presentable
- Genuine rapport-builder: warm, credible, and the kind of person merchants want to call when things go wrong
- Commercially sharp: you notice ARPU expansion signals and know how to move a conversation from support to opportunity without being pushy
- Strong problem-solver: when you hit a wall, you find a way around it — you don't wait to be told what to do
- Organised and meticulous: you follow up, you track things, and you don't let things fall through the cracks
Nice-to-haves
- Experience in payments specifically — understanding of acquiring, open banking, interchange, or payment orchestration
- Familiarity with tools like Postman, Jira, Zendesk, Pipedrive, or similar
- Exposure to POS systems, ERP integrations, or practice management software (dental, veterinary, legal)
- Basic coding ability — enough to read a code snippet, understand an SDK, or run a simple script
You're probably not right for this role if:
- You need things to be fully defined before you act
- You're uncomfortable talking to developers or explaining business problems to developers
- You've never worked in a fast-moving startup environment
WHAT SUCCESS LOOKS LIKE
Your two headline metrics are simple: ARPU goes up, and NPS goes up. Everything else is in service of those two numbers.
In your first 30 days:
- You've completed Atoa's product and API onboarding and can explain our payment flow end-to-end
- You've shadowed existing calls and taken ownership of at least one merchant relationship
- You've built your first account performance tracker and know the baseline volumes and health metrics for every account in your book
In your first 90 days:
- You're independently managing a portfolio of merchants with no handholding required
- You've coordinated at least one escalation from first report to resolution, with positive merchant feedback
- You've identified and progressed at least one ARPU expansion opportunity
At 6 months:
- ARPU across your book is measurably higher than when you took it over
- Merchant NPS scores are consistently high and improving
- You're proactively flagging risks and opportunities before they're raised by the merchant or by management
- You've contributed account health documentation and playbooks that the wider team uses
WHY ATOA
- FCA-authorised and backed — we've raised from institutional investors and are growing our Series A round now
- Real equity — we offer meaningful options packages to early team members
- High ownership, low bureaucracy — you'll have direct access to the founders and your work will matter immediately
- A genuinely interesting product at the intersection of open banking, payments infrastructure, and merchant distribution
- A team that takes quality seriously — in our product, our code, our communication, and our culture
- Remote role
