Key Account Manager

🕒 August 26

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Smile.io

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

💼 Consulting

📣 Marketing

☁️ SaaS

💰 $1M Seed Round on 2012-05

Consulting • Marketing • SaaS

Smile. io is a leading loyalty platform designed to help Shopify businesses grow revenue by increasing repeat purchase rates and providing exclusive benefits to members and VIP customers. With over 100,000 businesses in 148 countries, Smile. io enables companies to build customizable loyalty programs that are easily integrated into online stores. The platform allows businesses to reward customers through points, VIP perks, and referral incentives, helping to create engaging and rewarding customer experiences. Smile. io is known for its user-friendly, no-code-required customization and seamless integration with other tools for marketing and sales enhancement.

📋 Description

• Own net retention and top-account health, including saves, expansion, and leading indicators • Manage relationships with Plus and Enterprise merchants and selected large Growth-segment brands • Conduct business reviews, renewal conversations, save calls, and expansion conversations • Build and operate account plans, risk signals, engagement cadences, and save plays • Design, document, and improve the key-accounts motion • Partner closely with the Sr Lead, Support to resolve escalated technical issues • Report on and forecast retention outcomes • Turn strong merchant relationships into reviews, references, and case studies • Support the 1-many success strategy by sharing commercial skills, perspectives, and plays • Coach and level up peers or direct reports

🎯 Requirements

• Deep knowledge of Shopify, its ecosystem, its merchants, and how Plus and Enterprise brands operate • Previous ownership of a revenue or retention number • Track record of saving at-risk accounts • Experience building an account-management motion, including segmentation, cadences, risk detection, and save plays • Experience running hard commercial conversations, including pricing pushback, downgrade threats, and executive-level escalations • Demonstrated ability to move retention metrics such as gross retention, net retention, save rates, or expansion revenue • Experience coaching or levelling up direct reports or peers • Experience working in or alongside success, sales, support, or product • Ability to translate merchant signals into retention risk, product friction into roadmap conversations, and usage data into expansion cases • Experience building account-planning frameworks, risk-scoring approaches, QBR formats, or save playbooks • Ability to work Monday to Friday with significant overlap with 9 AM–3 PM EST • Must be based in Canada

🏖️ Benefits

• Flexible vacation • Remote work allowance • Monthly credit to use at any of the 100,000+ stores that use Smile’s software