Strategic Account Leader

About us

We’re Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over USD 1 billion a year in 19 countries and continuing to expand globally, we’re proud to move more people through better payment experiences.

About the role

Littlepay is entering an exciting new phase of growth, creating an opportunity to build one of our most commercially important capabilities. Reporting to the Chief Revenue Officer, you will own the commercial success of our Tier 1 and Tier 2 enterprise customers across global markets, protecting and growing the relationships that drive the majority of our recurring revenue.

As one of the first dedicated hires in this function, you will build the account management frameworks, governance and ways of working that will scale across the business as Littlepay continues to expand globally. Working cross-functionally with Customer Success, Product, Delivery, Legal and Partnerships, you will lead strategic customer engagements and drive account growth.

This is a global role, supporting customers and teams across multiple regions and time zones.

Hybrid working, with two days per week in our London office.

What you’ll do

Strategic Account Management

• Own the commercial strategy for Tier 1 and Tier 2 accounts across global markets, building scalable account plans and expansion frameworks to drive revenue growth, retention and expansion through a robust pipeline of cross-sell and upsell opportunities.

Executive Relationship Management

• Build trusted, multi-threaded relationships with senior stakeholders across commercial, operational, technology and finance functions, positioning Littlepay as a long-term strategic partner.

Commercial Negotiation

• Lead complex commercial negotiations, including renewals and expansion opportunities, partnering with Legal and Finance to deliver commercially sound agreements.

Quarterly Business Reviews and Account Planning

• Establish and run a Quarterly Business Review programme across the Tier 1 base, anchored in the value delivered and the customer's forward priorities, creating the context for renewal and expansion well ahead of contractual deadlines.
• Maintain a renewal calendar across global accounts so that no commercial event arrives as a surprise, and ensure every account is multithreaded and actively planned.

Voice of the Customer and Product Influence

• Represent the voice of strategic customers across the business, translating customer insights into product priorities and commercial opportunities.

What we’re looking for

• At least 10+ years' experience in the payments industry, with a strong end-to-end understanding of the payments ecosystem. Experience in SaaS and/or the transport and mobility industry is highly desirable.
• Proven experience managing and growing strategic or enterprise customer accounts, with a demonstrated track record of driving expansion revenue and increasing account value.
• Strong commercial acumen with experience owning revenue retention and growth targets, consistently delivering measurable business outcomes.
• Extensive experience negotiating complex, high-value commercial agreements, with the confidence and legal/commercial literacy to lead contract negotiations alongside Legal and Finance.
• Ability to build trusted relationships with senior executives and key stakeholders across commercial, operational, technology and finance functions within large, enterprise organisations.
• Experience establishing and scaling account management practices, including developing account plans, governance forums, success frameworks and operating rhythms that can grow with the business.
• Highly strategic and commercially minded, with the ability to identify growth opportunities, influence decision-making and deliver long-term customer value.
• Excellent stakeholder management, communication and influencing skills, with the presence to represent the business at executive level.

What success looks like

Success in this role is measured by your ability to grow and protect Littlepay's most strategic global customer relationships while building a scalable account management function that supports our continued global expansion.

• Deliver sustained revenue growth through cross-sell and upsell across Tier 1 and Tier 2 accounts
• Achieve strong net revenue retention and maintain low strategic churn
• Build a predictable pipeline of expansion opportunities across the existing customer base
• Establish scalable account management frameworks, governance and operating rhythms that can be adopted across the business
• Develop trusted executive relationships that position Littlepay as a strategic partner to its most important customers

This is a highly commercial, global role with clear accountability for revenue growth, customer retention and building a strategic account management function from the ground up.

Our benefits

We love to look after our people. At Littlepay, you'll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work.

You’ll have access to:

• A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively
• Paid professional development (including conferences, courses, learning subscriptions, etc.)
• Harrison Assessments - our talent management provider that facilitates continuous professional development
• A variety of flexible leave options
• A company-wide paid day off
• Flexible (hybrid) working conditions
• Health insurance via our provider Vitality
• UK pension additional contribution split
• YellowNest nursery program
• Wellbeing support- including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP program (Australia)
• Our generous employee referral program
• Mid-year, quarterly, and end-of-year corporate and team events and workshops
• Short-term remote working arrangements
• International travel opportunities (dependent on role)

In-office expectations

At Littlepay, we believe great work happens when we solve problems, to