Description
Senior Account Manager - FinTech VoPay International Inc. - Vancouver, BC
Full-Time On-Site
The Opportunity We're looking for a Senior Account Manager to own and grow VoPay's most important existing relationships - from established direct accounts to large enterprise clients and reseller partners. You'll pick up the relationship once accounts are onboarded and live, and be accountable for keeping them growing: driving upsell and cross-sell, negotiating renewals and contract changes, and building the kind of trusted, senior-level relationships that keep large, complex accounts engaged for the long term.
This is a highly independent, revenue-focused role in a fast-paced startup environment. You'll work hand-in-hand with the Customer Success and Partnerships teams - but you'll own your own book of business, your own pipeline, and your own priorities, with the organization and initiative to manage a diverse portfolio of accounts without close oversight.
Key Responsibilities: Strategic Account Ownership & Hand-off Continuity - Own the ongoing commercial relationship for existing direct accounts once Customer Success hands off post-onboarding
- Ensure a seamless transition from onboarding into active account management, preserving context, goals, and success metrics
- Serve as the primary point of contact for enterprise clients and large partner accounts, managing complex, multi-stakeholder relationships
Upsell, Cross-Sell & Account Expansion - Proactively identify and execute upsell and cross-sell opportunities across your account portfolio, expanding product and payment-rail adoption
- Own and grow revenue from existing accounts, with particular focus on enterprise and large partner relationships
- Build and execute account expansion plans and account plans for top-tier, strategic accounts
- Partner with Sales, Product, and Customer Success to design and deliver account growth strategies
- Track and report on expansion pipeline, upsell revenue, and cross-sell conversion in HubSpot
Contract, Renewals & Commercial Management - Own the end-to-end renewal process, including negotiating contract renewals, upgrades, and pricing changes
- Manage SOWs, contracts, and addendums using contract management software, ensuring accuracy and timely execution
- Track contract terms and renewal dates, and proactively manage the renewal pipeline
- Coordinate commercial escalations, including pricing disputes and billing exceptions
- Approve and process account and transaction limit increases in coordination with Risk & Compliance
Enterprise & Large Partner Relationship Management - Build and maintain senior-level relationships with enterprise clients and large, ISV reseller partner accounts
- Navigate complex organizational structures and multiple stakeholders to drive alignment and decisions
- Represent VoPay in high-stakes commercial conversations, negotiations, and executive-level meetings
- Coordinate cross-functionally with Implementation, Compliance, Risk, and Product to support complex enterprise requirements
Strategic Reviews & Account Planning - Lead Annual and Quarterly Business Reviews with key accounts, in partnership with the Customer Success team
- Develop and maintain account plans for top-tier clients, including objectives, roadmap, and revenue goals
- Present performance metrics, ROI, and growth opportunities to client stakeholders and internal leadership
Cross-Functional Collaboration - Work closely with the Customer Success team to ensure smooth account hand-offs and joint retention strategies for at-risk accounts
- Collaborate with the Partnerships team on referral and partner-sourced account growth
- Partner with Product, Support, Sales, Implementation, and Marketing on account needs and customer advocacy programs
Process & Operational Excellence - Maintain accurate, up-to-date CRM records in HubSpot, including contracts, contacts, notes, and revenue metrics
- Report on key metrics: renewal rate, net revenue retention, gross margin, product mix, and expansion revenue
- Submit an internal weekly report to management on pipeline, renewals, and account health
- Contribute to Account Management SOPs, playbooks, and best practices
- Operate independently and take initiative, managing a diverse portfolio of accounts with minimal oversight in a fast-paced startup environment
Qualifications: - 5+ years of experience in Account Management, Sales, or a similar client-facing, revenue-focused role - ideally within SaaS, fintech, or payments
- Proven track record of driving upsell, cross-sell, and renewal revenue within an existing account base
- Experience managing large enterprise clients and/or strategic partner relationships
- Exceptional communication skills and executive presence; able to navigate complex, multi-stakeholder relationships with confidence
- Highly organized and detail-oriented, with the ability to manage a diverse portfolio of accounts and competing priorities simultaneously
- Experience with CRM systems (e.g., HubSpot) and contract management software (PandaDoc)
- Comfortable working independently, taking initiative, and thriving in a fast-paced startup environment
- A strong cross-functional collaborator, able to work closely with Customer Success, Support and Partnerships teams to drive shared outcomes
Preferred qualification: Proficiency in both French and English is considered an asset.
Salary Range: $85-95k plus performance bonuses
Compensation
$85,000.00 - $95,000.00 per year
