Account and Relationship Manager – EC

Purpose of the role:

Manage and grow a portfolio of clients — driving revenue, increasing product adoption, and reducing churn across our fintech ecosystem. As a Growth Partner, you’ll be the trusted advisor to merchants, helping them unlock the full value of the business’s integrated product suite: Card, Cash, Capital, Software, and VAS. This is a strategic, data-led role focused on retention, upsell, and long-term growth.

Responsibilities:

• Grow Revenue: Identify cross-sell and upsell opportunities using data insights and consultative selling.
• Retain & Reactivate: Spot early signs of churn and implement proactive retention strategies.
• Manage Relationships: Build trust through regular check-ins, education sessions, and personalised support.
• Report & Analyse: Maintain CRM discipline, track performance, and share actionable insights.
• Collaborate & Learn: Work with Growth Executives and internal teams to align on growth priorities and share best practices. 

Experience and Qualification:

• 3+ years in account management, customer success, or commercial sales.
• Strong analytical skills and experience with CRM tools.
• Fintech, financial services, or merchant services experience (preferred).
• Matric required; tertiary qualification in Business, Commerce, or Marketing is a plus.
• Excellent communication and relationship-building skills. Key Traits We Value:
• Customer relationship mastery
• Drivers License

KPIs

• Customer relationship mastery
• Commercial acumen
• Consultative selling ability
• Data-driven decision-making
• Accountability & ownership
• Revenue growth across your merchant base
• Product penetration and upsell success
• Churn reduction and merchant retention
• CRM accuracy and reporting discipline