Account Manager

Job description

OUR JOURNEY AT KEEP At Keep, we embarked on a mission with a powerful question: Why hasn't the banking experience caught up with the rapid pace of technology? This continues to fuel our passion for reshaping the Canadian fintech landscape. We provide businesses with a comprehensive suite of cross-border banking services, offering everything from credit cards to deposit accounts, currency conversions, and revenue financing. With a team of seasoned global startup veterans with successful exits, Keep is committed to leading the charge as Canada's next-generation fintech institution. Backed by VCs in the fintech sector, we're racing ahead, expanding our reach and impact like never before. ABOUT THE ROLE Join Keep as Account Manager on the Max Segment, where you'll own the commercial relationship for our most valuable customers: the Max plan segment and all $2M+ revenue accounts. These are customers who pay a premium price and expect a premium, named relationship in return, and you'll be their single point of contact, the person they call by name. This is not a portfolio management role, it's a proactive, commercial, and deeply relational one. You'll personally onboard every new Max and $2M+ customer, run quarterly business reviews, qualify and shepherd capital opportunities, and drive expansion across your book. You'll also step in to take over an existing book of business, working closely with our current AM to ramp quickly and independently. If you love owning outcomes end-to-end, building trust with founders and executives, and thrive in a small, fast-moving team where no two days look the same, this role is for you. WHO WE'RE LOOKING FOR - You have 3+ years of experience in B2B account management or customer success in fintech, payments, or SaaS, with solid fundamentals in relationship ownership and consultative selling. - You have a proven track record growing a high-value portfolio (NRR above 110%, or an equivalent record of account expansion through upsell and reduced churn). - You take ownership. You manage your book independently, stay on top of calls, client communication, and deliverables without needing much direction. - You're comfortable navigating conversations with founders and finance-persona, executive-level stakeholders, and can run QBRs with confidence. - You approach capital and financing conversations strategically, connecting a customer's business model and growth timeline to a recommendation, not just pitching a product. - You thrive in a small-company environment where people wear multiple hats, and you adapt easily as priorities shift. - You collaborate naturally with the team, including supporting other Account Managers, and communicate clearly in English. BONUS POINTS IF YOU HAVE - Background in corporate cards, expense management, FX, or business banking. - Experience managing a named, dedicated account relationship at a premium tier. - Experience in a high-growth fintech where the playbook was still being built. - Coaching or mentorship experience with junior team members. - Experience leading onboarding and customer meetings from day one. KEY RESPONSIBILITIES Relationship Ownership - Personally onboard every new Max and $2M+ customer via Zoom within the first week of activation, building the relationship before the first issue arises. - Maintain a 2-hour response SLA on all commercial contacts for this segment, no exceptions. - Serve as the customer's named, trusted contact at Keep for all commercial matters, navigating both founder and finance-persona buyers as the business grows. - Conduct quarterly business reviews (QBRs) covering credit, capital, TPV, account health, and product feedback, and deliver a written summary after each one. Capital Qualification & Expansion - Run capital conversations end to end, from discovery through qualification through underwriting handoff, treating capital as a strategic conversation tied to the customer's business model and growth plans. - Identify capital opportunities through deep discovery: cash flow dynamics, growth plans, seasonal cycles, financing gaps. - Qualify candidates with precision, hand off to underwriting with full context, and walk customers through the numbers (including the prorated math) with confidence. - Introduce partner lenders where Keep Capital isn't the right fit, keeping the door open rather than losing the relationship. Account Growth & Retention - Own expansion within your book: drive TPV growth, identify plan upgrade and credit limit opportunities, and make sure every account is getting maximum value from Keep. - Monitor account health signals and act before they become churn (spend decline, disengagement, CS escalations). - Create and track CS tickets for any service need, staying looped in on all tickets for Max and $2M+ customers so nothing goes unmonitored. - Represent the customer voice in internal product and roadmap discussions. CRM & Reporting - Log calls, capital pipeline, and account health data accurately in HubSpot/Quo at all times, with clear summary notes and next steps. - Flag patterns and commercial signals to the AM Team Lead and GTM teams. WHY YOU'LL LOVE THIS ROLE - You'll take over ownership of an established book of business and make it your own, with real autonomy from day one. - You'll work directly with founders and executive stakeholders, not just day-to-day contacts. - You'll be exposed to a wide range of projects and problems since things are always changing here, and there's always a new opportunity to step up and help. - You'll be a senior presence on a small, tight-knit AM team, helping support your teammates as you grow. - Long-term, there's room to grow within Keep and potentially take on more client relationships, including possible future involvement with our Canada market. BENEFITS - Competitive salary and benefits package that includes PTO, home office budget, learning and development bonus, health insurance. - Supportive and inclusive company culture that values diversity and promotes work-life balance. WHY JOIN KEEP - Be part of a team building the next generation of business banking for SMBs across North America. - Work with experienced founders and operators who value clarity, speed, and impact. - Enjoy a remote-friendly, high-trust environment with room to take ownership. - Join a company where collaboration and execution are the keys to success. WHAT'S THE INTERVIEW PROCESS LIKE? 1. People Screen 2. Hiring Manager Interview 3. Challenge Interview 4. References 5. Offer WANT TO LEARN MORE? Head over to our webpage https://www.trykeep.com/ to discover more about us. Take a peek at our Glassdoor https://www.glassdoor.com/Overview/Working-at-Keep-Canada-EI_IE8826883.11,22.htm profile to see what our Keepers are saying, and stay tuned for exciting updates on our LinkedIn https://www.linkedin.com/company/trykeep/ page and learn about our values and benefits on our career page https://www.trykeep.com/careers. COMMITMENT TO DIVERSITY AND INCLUSION Keep provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.