Senior Key Accounts Leader | Retention & Growth (Remote)

Smile, Inc.; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Remote-first company culture

Flexible vacation

Job summary

Smile.io is seeking a Key Accounts Manager to own end-to-end relationships with our top merchants. You’ll drive net retention, save and expansion conversations, and shape the account-management motion in a remote-first role based in Canada.

You’ll collaborate with cross-functional teams, coach peers, and leverage AI to accelerate growth. This is a full-time remote position with overlap in EST working hours.

Qualifications

• Experience owning revenue or retention metrics with measurable results.
• Track record of preserving or expanding top accounts.
• Able to design and implement an account-management motion.
• Comfort leading hard commercial conversations and escalations.
• Experience coaching peers or direct reports.

Responsibilities

• Own net retention and health of top accounts; manage renewals, saves, and expansions.
• Own book including Plus/Enterprise merchants; forecast and report outcomes.
• Maintain regular proactive engagement with merchants; serve as their primary Smile contact.
• Develop and document the key-accounts motion: segmentation, cadences, risk signals, save plays.
• Collaborate with Sr Lead, Support to resolve escalated technical moments and improve relationships.
• Turn strong relationships into reviews, references, and case studies; uplift team commercial capabilities.

Skills

Account management

Renewals

Sales negotiation

Data-driven

Coaching

Job description

Smile.io is seeking a Key Accounts Manager to own end-to-end relationships with our top merchants. You’ll drive net retention, save and expansion conversations, and shape the account-management motion in a remote-first role based in Canada.

You’ll collaborate with cross-functional teams, coach peers, and leverage AI to accelerate growth. This is a full-time remote position with overlap in EST working hours.