Key Account Manager

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

📋 Description

• Take responsibility for net retention and the health of top accounts, which includes saves, expansions, and leading indicators.

• Cultivate relationships with Plus and Enterprise merchants as well as select prominent brands in the Growth segment.

• Facilitate business reviews, renewal discussions, save calls, and conversations focused on expansion.

• Develop and implement account plans, identify risk signals, establish engagement cadences, and execute save strategies.

• Create, document, and enhance the approach to managing key accounts.

• Collaborate closely with the Senior Lead of Support to address escalated technical challenges.

• Provide reports on and forecast retention outcomes.

• Transform robust merchant relationships into reviews, references, and case studies.

• Contribute to the 1-many success strategy by sharing commercial expertise, insights, and strategies.

• Mentor and elevate the skills of peers or direct reports.

⛳️ Requirements

• In-depth understanding of Shopify, its ecosystem, its merchants, and the operational dynamics of Plus and Enterprise brands.

• Prior experience with ownership of a revenue or retention metric.

• Proven track record in saving at-risk accounts.

• Experience in developing an account-management process, including segmentation, engagement cadences, risk identification, and save strategies.

• Proficiency in managing challenging commercial discussions, such as pricing negotiations, downgrade threats, and escalations at the executive level.

• Demonstrated success in influencing retention metrics like gross retention, net retention, save rates, or expansion revenue.

• Experience in coaching or enhancing the skills of direct reports or peers.

• Background working in or alongside success, sales, support, or product teams.

• Ability to interpret merchant signals as retention risks, product friction into roadmap discussions, and usage data into expansion opportunities.

• Experience in creating account-planning frameworks, risk-scoring methodologies, QBR formats, or save playbooks.

• Must be available to work Monday to Friday with significant hours overlapping from 9 AM to 3 PM EST.

• Residency in Canada is required.

🏝️ Benefits

• Flexible vacation policy.

• Remote work stipend.

• Monthly credit applicable at any of the 100,000+ stores that utilize Smile’s software.