Fintech Account Manager

Description

ABOUT US 

 

Coastal is at the forefront of modern banking, combining strong financial infrastructure with cutting-edge Banking-as-a-Service (BaaS) and fintech enablement strategies. We support not only individuals with their personal banking needs; we also empower businesses by integrating modern banking technology that drives growth, flexibility, and innovation.

At Coastal, we think and move like entrepreneurs; focused on impact, speed, and continuous improvement. We believe in working smart, collaborating deeply, and building solutions that unlock real potential. If you're someone who thrives in a fast-moving environment, loves solving complex problems, and wants to help shape the future of banking, we’d love to meet you.

Check out our video here! 

Requirements

OVERVIEW 

The Fintech Account Manager is a high-impact individual contributor responsible for managing relationships with assigned fintech and platform partners. This role ensures program health, regulatory alignment, and long-term growth by serving as the partner’s primary point of contact and internal advocate. Account Managers coordinate across internal functions including Compliance, Risk, Legal, Operations, Product, Finance, and the Commercial Team to drive revenue and deliver a best-in-class partner experience while maintaining the bank’s risk and compliance standards. 

RESPONSIBILITIES TO INCLUDE 

• Relationship Ownership: Serve as the primary contact for assigned fintech partners, building trust and driving alignment between partner objectives and bank priorities. 
• Program Health & Compliance: Monitor partner performance against contractual, regulatory, and operational requirements. Identify risks early and coordinate remediation with internal teams. 
• Adoption & Enablement: Ensure partners are successfully using bank platforms and processes, providing guidance and resources to improve efficiency and adoption. 
• Issue Resolution: Take ownership of partner issues, driving resolution efficiently and independently, while ensuring executive visibility on critical matters. 
• Strategic Planning & Growth: Develop and maintain plans for each partner, outlining strategic goals, compliance checkpoints, and opportunities for program expansion, cross-sell, and revenue growth. 
• Cross-Functional Coordination: Drive collaboration with Compliance, Risk, Operations, Product, and Finance teams to support partner initiatives and audits. 
• Performance Analysis: Track account metrics (transaction volume, risk events, partner escalations, SLAs) to identify trends and recommend optimization strategies. 
• Reporting & Reviews: Lead quarterly business reviews (QBRs) and provide regular reporting to partners and internal stakeholders. 
• Continuous Improvement: Contribute to the evolution of SOPs, escalation playbooks, and partner experience frameworks.

WHAT SUCCESS LOOKS LIKE 

• High satisfaction and trust from fintech partners, demonstrated through NPS scores, renewal and expansion. 
• Expanded adoption of products and services, resulting in measurable revenue growth across managed accounts. 
• Proactive identification and mitigation of risks, ensuring compliance obligations are consistently met with minimal escalations. 
• Timely resolution of escalations, with strong executive visibility. 
• Strong internal collaboration leading to efficient delivery of partner initiatives. 
• Documented improvements in processes, reporting, and partner onboarding. 

QUALIFICATIONS  

• 6 + years of experience in fintech, financial services, or regulated partner/account management roles. 
• Strong understanding of banking-as-a-service (BaaS), fintech operations, or compliance-driven environments. 
• Proven ability to manage high-value, complex accounts independently. 
• Excellent relationship-building, communication, and conflict resolution skills. 
• Experience with issue escalation, compliance oversight, and performance monitoring. 
• Familiarity with program management tools, CRMs, and reporting platforms. 

EDUCATION/EXPERIENCE 

• Bachelors degree in Finance, IT or Business Development or equivalent work experience. 
• 6 plus years proven experience in Relationship and Program Management, preferably in BaaS, fintech and/or banking.  
• Experience working on cross-functional and/or cross-team projects preferred. 
• Experience with Microsoft Office Suite and program management software and tools to fa