Key Account Manager (Retention & Customer Success)

About the role

We are seeking a Key Account Manager focused on retention and customer success to protect and grow our most valuable merchant relationships in South Africa. You will own the top 200 merchant accounts by transaction volume and act as the strategic anchor of our core revenue strategy.

Key responsibilities

• Own end‑to‑end relationship and retention strategies for the top 200 merchant accounts, including regular face‑to‑face engagements and quarterly business reviews for the top 50.
• Maintain a live, data‑driven health score for each account, monitor transaction trends, and flag any account with a 20% month‑on‑month decline.
• Run quarterly NPS surveys, aim for an average score above 75, and identify and close upsell opportunities to expand product adoption.

Required profile

• Strong sense of ownership, personal accountability and high commercial energy.
• Exceptional relationship‑building skills with the ability to earn deep trust from business owners and managers.
• Analytical mindset – can interpret transaction trends quickly and devise corrective actions.
• Detail‑oriented, organized and able to spot anomalies before they become problems.
• Agile and flexible – comfortable presenting to executives or troubleshooting on the ground.
• Technical fluency with modern software tools and digital communication platforms.

Required skills

• Hands‑on experience with HubSpot or an equivalent CRM pipeline platform.

What we offer

• Competitive salary and discretionary annual bonus.
• 30 days of annual leave and 3 mental health days per year.
• Medical aid contribution of up to R2 000 per month.
• Apple MacBook and necessary work gear.
• Trendy office space with paid parking when onsite.
• Flexible office/remote working arrangement.
• Lots of learning opportunities and a vibrant, creative culture.