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.

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.

We evaluate every candidate for this role against three things. If reading them makes you lean in rather than back, keep going.

The number: net retention and the health of our top accounts, including saves, expansion, and the leading indicators underneath them. You’ll report on it, forecast it, and stand behind it.

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. You are the merchant’s person at Smile.

The playbook: the key-accounts motion itself, including segmentation, risk signals, engagement cadences, and save and expansion plays, designed by you and documented so it’s repeatable.

The partnership with support: a tight operating rhythm with the Sr Lead, Support so escalated technical moments get resolved fast and turn into stronger relationships.

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 by bringing commercial skills, perspectives, and plays to a growing team.

You know Shopify, its ecosystem, its merchants, and how Plus and Enterprise brands actually operate, deeply enough to earn credibility in week one.

You’ve owned a revenue or retention number before and liked how it felt. Accountability reads as freedom to you.

You’ve saved accounts that other people had written off, and you can tell us exactly how.

You want to build the motion, not just run one someone else designed.

You get energy from making the people around you better. You’ve been the teammate peers pull into their hardest deals.

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.

You can learn more about our culture, values, and benefits on our careers page.

At Smile, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don’t let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don’t check all of the boxes. If you are passionate about eCommerce and helping merchants grow through loyalty and reward, connect with us. 

At Smile, we rely on a range of backgrounds, experiences, and ideas. We value diversity, and we’re proud to be an inclusive, equal opportunity workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Smile welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

AI Disclaimer: 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. While we’re happy for AI to help you generate or tailor your resume, we’d ask that you please refrain from using AI to answer any of the questions on this application form, or to answer questions during the interview process itself.