Key Account Manager - Smile

Smile.io is the world’s largest loyalty platform, providing easy-to-use reward programs that help scaling ecommerce brands transform one-time sales into repeat purchases from loyal customers. Over 100,000 brands use Smile to turn transactional purchases into passionate repeat shoppers. We currently power over 100,000 rewards programs, reaching more than 500 million customers, and serving 1 million API requests per hour.

Smile is a remote-first company built on trust, ownership, and continuous improvement. We believe great work happens when people feel supported, challenged, and empowered to do their best work.

This is a full-time remote role working in Canada, Monday to Friday, with significant overlap with 9 AM - 3 PM EST.

🎯 About the Role

Some of the most ambitious loyalty brands on Shopify run their programs on Smile, and the relationships we build with them are one of the strongest growth levers we have. We’re hiring a Key Accounts Manager to own those relationships end to end.

You’ll be the accountable owner of net retention and top-account health across our key accounts book. You’ll carry the relationships personally, shape the motion behind them, and put a clear owner on every renewal, save, and expansion conversation.

This is a player/builder/peer-coach role:

• Player: You carry the relationships yourself: business reviews, renewal conversations, save calls, and expansion conversations with the merchants who matter most. You’re in the accounts weekly.
• Builder: The key-accounts motion is yours to shape: how we segment, when we engage, what a save play looks like, what triggers an expansion conversation, and how we spot risk early. You’ll help shape our 1-many success strategy too, so the whole base benefits.
• Peer-coach: You’ve levelled people up before, direct reports or peers, and you’ll do it here as a supportive peer-leader who brings commercial skills and perspective to a growing team.

You’ll work closely with our Sr Lead, Support, who runs the escalated-support front line for these same merchants. They support the number from the technical side. You own it.

📈 The Bar

We evaluate every candidate for this role against three things:

1. Autonomy: Owns the Ambiguity

• You own retention outcomes and account health for our top merchants, including saves and expansion.
• You build your own operating system: account plans, risk signals, engagement cadences, and save plays.
• When a top merchant is at risk, you get on the call and run the save.

2. Craft: Elite at the Execution step, with Taste

• You can point to retention numbers you moved (gross retention, net retention, save rates, or expansion revenue).
• You’ve built or rebuilt an account-management motion before.
• You’ve run hard commercial conversations, including pricing pushback, downgrade threats, and exec-level escalations.
• You’ve coached or levelled up the people around you.

3. Leverage: Multiplies with AI

• You translate merchant signal into retention risk early, product friction into a roadmap conversation, and usage data into an expansion case.
• You raise the commercial ceiling of the team around you by sharing plays, perspectives, and reps.
• You turn your best merchants into advocates through case studies, references, and app store reviews.

🛠 What You’ll Own

• The number: net retention and the health of our top accounts, including saves, expansion, and leading indicators.
• The book: our Plus and Enterprise merchants, plus a selection of our largest Growth-segment brands.
• The relationships: regular, proactive engagement with the merchants in your book.
• The playbook: the key-accounts motion itself, including segmentation, risk signals, and engagement cadences.
• The partnership with support: a tight operating rhythm with the Sr Lead, Support.
• The advocacy engine: turning your strongest relationships into reviews, references, and case studies.
• The team’s commercial level-up: supporting our 1-many success strategy.

👋 Who You Are

• Deeply knowledgeable about Shopify, its ecosystem, its merchants, and how Plus and Enterprise brands operate.
• Have owned a revenue or retention number before and liked how it felt.
• Have saved accounts that other people had written off.
• Want to build the motion, not just run one someone else designed.
• Get energy from making the people around you better.

💰 Compensation & Benefits

• Compensation: $90,000 to $120,000 CAD OTE.
• Flexible vacation, a remote work allowance, and a monthly credit to use at any of the 100,000+ stores that use our software.
• Reports to the Head of Customer Experience.