Account Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Personally onboard each new Max and $2M+ customer via Zoom within their first week of activation.

• Ensure a 2-hour response service level agreement (SLA) for all commercial inquiries within the segment.

• Act as the designated, trusted commercial contact for customers at Keep.

• Conduct quarterly business reviews that encompass credit, capital, total payment volume (TPV), account health, and product feedback, accompanied by written summaries.

• Facilitate capital discussions from initial discovery through qualification and the handoff to underwriting.

• Identify capital opportunities by exploring cash flow, growth strategies, seasonal patterns, and financing needs.

• Assess candidates, provide context for underwriting, and clarify financing metrics.

• Connect customers with partner lenders when Keep Capital is not suitable.

• Promote TPV growth, plan upgrades, credit limit enhancements, and account value improvements.

• Monitor account health closely and take proactive measures to prevent churn.

• Create and manage customer service tickets for service-related needs.

• Represent customer insights during product and roadmap discussions.

• Document calls, capital pipeline details, and account health information in HubSpot/Quo.

• Highlight commercial trends and signals to the Account Management Team Lead and Go-To-Market teams.

• Take responsibility for a designated book of business while also providing support to other Account Managers.

⛳️ Requirements

• Over 3 years of experience in B2B account management or customer success within fintech, payments, or SaaS industries.

• Strong foundation in relationship management and consultative selling techniques.

• Demonstrated success in managing a high-value portfolio, achieving net revenue retention (NRR) above 110% or comparable account growth with reduced churn.

• Capability to independently oversee a book of business, including calls, client communications, and deliverables.

• Comfortable engaging in discussions with founders, finance-focused buyers, and executive-level stakeholders.

• Proficient in conducting quarterly business reviews with confidence.

• Strategic mindset when approaching capital and financing discussions.

• Ability to link a customer's business model and growth timeline with actionable recommendations.

• Flexibility to adapt in a small-company environment with diverse responsibilities.

• Excellent communication skills in English.

• Updated resume in English.

• Familiarity with HubSpot/Quo for customer relationship management (CRM) and reporting purposes.

🏝️ Benefits

• Paid time off (PTO).

• Home office budget provided.

• Learning and development bonus available.

• Health insurance coverage.

• Supportive and inclusive company culture.

• Emphasis on work-life balance.

• Remote-friendly and high-trust work environment.