Key Account Manager

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:

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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.

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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.

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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. If reading them makes you lean in rather than back, keep going.

1 · Autonomy: Owns the Ambiguity

This role comes with real ownership of the key accounts.

- You own retention outcomes and account health for our top merchants, including saves and expansion, along with the decisions that come with them: which accounts get your time, which plays get run, and when to escalate versus hold.

- You build your own operating system: account plans, risk signals, engagement cadences, and save plays. You’ll have the room to design it the way you think it should work.

- When a top merchant is at risk, you get on the call and run the save, then tell us what you did.

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

Renewed and expanded revenue matters more here than ideas about account management. We want to see a track record.

- You can point to retention numbers you moved , such as gross retention, net retention, save rates, or expansion revenue, and explain exactly what you did to move them, account by account if we ask.

- You’ve built or rebuilt an account-management motion before: segmentation, cadences, risk detection, and save plays that outlived your tenure.

- You’ve run hard commercial conversations , including pricing pushback, downgrade threats, and exec-level escalations, and won more than you lost, with relationships intact either way.

- You’ve coached or levelled up the people around you , direct reports or peers, and they’d say so.

3 · Leverage: Multiplies with AI

At Smile we’re strong advocates for using AI to help speed up iteration, increase productivity, and save our human brainpower for the really challenging problems. The best account owners also have range. They’ve worked in or alongside success, sales, support, or product, and they pull