About Shufti
Shufti is a global leader in AI-powered identity verification (IDV) and anti-money laundering (AML) solutions, offering advanced KYC (Know Your Customer), KYB (Know Your Business) and KYI (Know Your Investor) services that enable businesses to onboard customers securely and meet regulatory requirements. Founded in 2017 and trusted by industry leaders in FinTech, Crypto, Banking, E-commerce, and iGaming, our technology delivers real-time verification in over 240 countries and territories,empowering a safer, fraud-free digital world.
Role Overview:
We are seeking an Account Manager, a proven client-relationship expert. This is not a passive, reactive role. You will be the strategic owner of a portfolio of existing enterprise clients, entrusted with ensuring their long-term success, maximizing their lifetime value, and strategically expanding Shufti Pro's footprint within their organizations. Your ability to build deep trust, articulate ROI, and navigate complex client structures will be key to our shared growth.
Key Responsibilities:
Ownership, Growth, and Advocacy
Strategic Relationship Management:
Act as the primary point of contact and trusted advisor for a portfolio of enterprise clients, building multi-threaded relationships from day-to-day operators to C-level executives (e.g., CRO, CTO, Head of Compliance).
Conduct regular strategic business reviews (QBRs/EBRs) to review performance metrics, demonstrate ROI, align on goals, and solidify our partnership.
Proactively manage client health, identifying and mitigating churn risks before they escalate.
Commercial Growth & Revenue Expansion:
Own the end-to-end renewal process for your portfolio, ensuring high retention rates and negotiating favorable terms.
Identify and execute on upsell and cross-sell opportunities by understanding the client's evolving business needs, new use cases, and introducing relevant Shufti Pro products (e.g., moving from IDV to full KYB suite, adding fraud prevention layers).
Achieve and exceed quarterly and annual quotas for Net Revenue Retention (NRR) and Gross Retention.
Client Advocacy & Operational Excellence:
Serve as the client's internal advocate, coordinating with Sales Engineering, Product, and Support teams to ensure timely and effective resolution of technical or operational issues.
Translate client feedback into actionable insights for our Product and Marketing teams, influencing the roadmap and service improvements.
Develop a deep understanding of each client's industry, regulatory challenges, and business objectives to provide consultative, value-driven guidance.
What Success Looks Like in the First 90 Days
Build strong product and industry understanding within the first 30 days, complete structured account handovers and establish contact with 100% of assigned enterprise clients.
Map key stakeholders and develop clear account plans identifying renewal timelines, commercial risks and initial expansion opportunities.
By 60 days, independently lead strategic client conversations including QBRs or Executive Reviews, clearly articulating ROI and value delivered.
Proactively identify and mitigate churn risks using health data, usage trends and stakeholder engagement insights.
Generate qualified upsell or cross-sell opportunities and build a measurable expansion pipeline within the portfolio.
By 90 days, successfully own at least one renewal cycle or expansion deal end-to-end, demonstrating contribution to Gross Retention and Net Revenue Retention targets.
Non-Negotiable Experience & Skills:
3-5 years in a strategic account management, client success, or commercial role.
Proven Commercial Acumen: A documented history of managing a quota, consistently achieving high retention rates (>95%), and successfully identifying and closing expansion opportunities (upsell/cross-sell).
Platform & Process Expert: High proficiency with a complex tech stack, including Salesforce and Gainsight (or similar Customer Success platforms), for tracking health scores, managing playbooks, and forecasting renewals.