[Hiring] Enterprise Account Management, Director @Shift4

Role Description

We are seeking an Enterprise Account Management, Director to lead and deepen relationships with our largest, most complex enterprise merchants. This role sits at the intersection of customer success, relationship management, and strategic advisory, ensuring our enterprise clients realize maximum value from our payments platform over the long term.

This position is well-suited for a seasoned payments professional with deep FinTech experience, particularly within enterprise-scale e-commerce and card-not-present (CNP) environments. You will serve as a trusted partner to some of the most sophisticated merchants in the industry, guiding them through complex payment ecosystems while advocating for their needs internally.

• Own the overall success, health, and retention of a portfolio of strategic enterprise merchants
• Act as the primary point of contact and escalation owner for complex, high-impact accounts
• Build and maintain trusted, long-term relationships with executive, technical, and operational stakeholders
• Lead enterprise clients through onboarding, integrations, platform enhancements, and ongoing optimization initiatives
• Partner closely with internal teams (Product, Engineering, Risk, Compliance, Operations, Support) to deliver seamless enterprise-level service
• Proactively identify risks to account health and drive mitigation strategies
• Conduct regular business reviews focused on performance, value realization, roadmap alignment, and strategic priorities
• Translate customer feedback into actionable insights for internal teams to influence product and service improvements
• Support enterprise merchants through complex operational, regulatory, and risk-related discussions
• Identify organic growth opportunities that align with client needs and long-term success (e.g., new capabilities, regions, or use cases)
• Stay current on industry trends, regulatory changes, and best practices across payments, e-commerce, and FinTech

Qualifications

• 7+ years of experience in enterprise account management, customer success, or client services within FinTech or payments
• Direct experience working for a payments service provider, processor, gateway, or related financial technology company
• Deep knowledge of e-commerce and card-not-present payment models
• Strong understanding of payment concepts including authorization flows, fraud prevention, chargebacks, dispute management, interchange, and risk
• Demonstrated success managing complex, high-revenue enterprise accounts with multiple stakeholders and long sales/support cycles
• Experience operating within large, matrixed organizations and navigating cross-functional dependencies
• Excellent communication and executive presence, with the ability to explain complex concepts clearly
• Highly organized, proactive, and comfortable managing ambiguity

Preferred Qualifications

• Experience supporting global or multinational enterprise merchants
• Familiarity with API-driven products and technical integrations
• Background working with marketplaces, subscription businesses, or high-volume digital commerce platforms
• Experience partnering with Sales on expansions while maintaining a customer-first mindset
• Exposure to regulated or highly scrutinized merchant segment

Company Description