Key Account Manager (Retention & Customer Success)

South African merchant churn in digital payments is rarely about price. It is almost always about neglect. Our Key Account Manager (KAM) role exists to completely change that narrative. We want to ensure that our most valuable merchants feel known, deeply supported, and fiercely valued.

This is a critical Horizon 1 role. You will step in as the anchor of our core revenue strategy, owning our top 200 merchant accounts by transaction volume. You will be the strategic anchor of our core revenue strategy, working alongside an agile growth team to ensure our foundational merchant base thrives.

Operating as a relationship champion within our Cape Town commercial team, you will act as a dedicated partner to business owners and managers across South Africa's formal and informal commercial sectors.

If you are a relationship-driven professional who loves engaging with customers face-to-face to solve real-world problems and protect revenue, we want to hear from you.

1. Portfolio Ownership & Relationship Management

• Owning the end-to-end relationship and retention strategies for the top 200 SnapScan merchant accounts by monthly transaction volume.
• Conducting regular face-to-face engagements and formal quarterly business reviews with the top 50 high-value accounts.
• Managing smooth client handovers from Bus Dev Agents when newly acquired merchants hit top-tier account thresholds.

2. Proactive Churn Defence & Data Analytics

• Maintaining a live, data-driven health score (Green, Amber, Red) for every single account in your portfolio.
• Closely monitoring transaction trends to spot anomalies and proactively flagging any accounts showing a 20% or greater month-on-month decline.
• Escalating critical account risks to the Head of Growth with proposed remediation plans.

3. Customer Satisfaction & Upselling

• Running quarterly NPS surveys across the top 200 portfolio accounts, aiming for an exceptional average score above 75.
• Actively identifying, negotiating, and closing upsell opportunities to expand product adoption within your existing accounts.

• Have a strong sense of ownership, personal accountability, and high commercial energy.
• Relate exceptionally well to people and easily establish deep trust with business owners, managers, and stakeholders.
• Enjoy analytical problem-solving. You can read a transaction trend, instantly know what it means commercially, and implement quick strategies to overcome friction points.
• Are particular about details, organised, and can easily spot anomalies in account behaviour before they turn into real problems.
• Are agile and flexible—equally comfortable presenting a quarterly review to executives or troubleshooting on the ground with a merchant.
• Are technically inclined, comfortable with modern software tools, and fluent in digital communication platforms.

• A degree in Commerce, Business, Marketing, or a related field (not essential if you have deep, stellar experience in merchant account management).
• A minimum of 5 years of experience in a key account management, corporate relationship management, or retention-focused commercial role.
• A proven track record of managing a large account portfolio with clear, measurable retention and growth outcomes.
• True CRM fluency, with hands-on experience using HubSpot or an equivalent pipeline platform.
• Advantageous: Familiarity with the South African SME market (especially hospitality, retail, and professional services); experience using NPS frameworks/customer health scoring models; or experience using WhatsApp for Business as an enterprise client management tool.

• A competitive salary
• 30 days of annual leave
• A medical aid subsidy/fringe benefit of up to R2,000 per month
• An Apple MacBook Air and the necessary gear
• Discretionary annual performance bonus
• Flexible hybrid working model (work from home or our Cape Town office)
• Paid undercover parking or city parking reimbursement
• 3 days of Mental Health Leave per year
• Creative, vibrant culture with endless opportunities to learn

If you're interested in applying for this position and meet the requirements, please submit your CV and completed application via the link below.