Account Manager
About the job
Smile ID is unlocking digital Africa.
Smile ID is Africa’s leading digital identity verification and Know Your Customer (KYC) provider. We block fraud while enabling the fastest growing businesses across Africa to onboard at scale and in real-time. Since inception we have performed over 250 million identity verifications. We provide services to hundreds of clients including leading banks, payments providers, lenders, and shared economy businesses.
Our team is a diverse group of hardworking and fun-loving Smilers spanning 4 offices, 7 countries and many time zones. We are backed by leading global investors, including Norsken22, Costanoa, and many more.
We are BUILDERS and your day-to-day will involve finding solutions for our clients that PROTECT people and create honest paths to success in Africa’s digital economy. We believe everyone at Smile ID is an OWNER. With this opportunity, you have the autonomy to do your best work and a chance to grow your career at a mission-driven company. Our vision is that it should be easy for anyone to prove their identity online, regardless of the origin of their ID card or IP address.
Come join us.
The Role
We are looking for an Account Manager to play a pivotal role in nurturing and expanding relationships with strategically important customers, while ensuring that their needs are met and expectations are exceeded. This role reports directly to the Head of Account Management and offers the opportunity to make a meaningful impact in a rapidly scaling company.
What the role involves
Customer Relationship Management:
- Build and maintain strong, long-lasting relationships with existing customers, understanding their business needs and goals.
- Serve as the primary point of contact for key customer accounts, addressing inquiries, resolving issues, and ensuring client satisfaction.
- Build multi-threaded relationships across customer organizations, from technical teams to C-suite executives
- Collaborate with Sales Executives & Technical Support Engineers to drive adoption and facilitate a seamless onboarding experience
Revenue Growth and Retention:
- Develop and execute account growth strategies to increase revenue and expand Smile ID’s footprint within existing accounts to maximize Partner Lifetime Value
- Proactively identify upsell and cross-sell opportunities based on customer needs and market trends.
- Implement retention strategies to reduce churn, improve Net Revenue Retention and maximize customer lifetime value.
Data-driven Decision Making:
- Utilize data and metrics to track account performance, identify areas for improvement, and make informed strategic decisions.
- Prepare and deliver regular reports to senior management on account management KPIs and achievements.
Communication and Collaboration:
- Collaborate closely with sales, product, and customer success teams to ensure seamless customer onboarding, technical implementation, and ongoing support.
- Serve as the voice of the customer, providing structured feedback to inform product development and operational improvements.
- Effectively communicate product updates, new features, and industry trends to customers.
What We’re Looking For
- Bachelor’s degree in business, marketing, or a related field (Master’s degree preferred)
- Proven track record of at least 4 years in account management or customer success roles, ideally in B2B SaaS or technology companies.
- Experience selling technical products to both technical and business stakeholders
- Exceptional interpersonal, communication, and negotiation skills
- Strong analytical and problem-solving abilities, with a data-driven mindset
- Ability to thrive in a fast-paced, dynamic startup environment
- Background working with African or emerging market customers
- Strong project management and organizational skills, including the ability to work independently and manage multiple priorities in a complex environment
Benefits and Compensation
- Competitive base salary + performance-based variable compensation
- Stock options
- Health insurance or stipend (depending on location)
- Time-off, study leave, and paid parental leave
- Professional development budget for conferences and training
- Flexibility (we are a remote-friendly company + there is the opportunity to work from one of 4 global offices)
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To learn more about Smile ID visit their website
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