Senior Client Manager

About iiDENTIFii
iiDENTIFii powers innovators in remote biometric digital authentication, globally. We're looking for a Senior Client Manager to own and grow our most strategically important enterprise relationships at a pivotal point in our journey.

The Role
The Senior Client Manager is the commercial and relationship backbone of iiDENTIFii's enterprise portfolio — owning retention, driving growth, and serving as both the client's internal champion and iiDENTIFii's commercial face externally. Operating in a compliance-heavy environment, this role demands commercial sharpness, executive presence, and deep domain credibility in biometric identity verification and banking. This is not a reactive support role.

What You'll Do
Account Ownership & Client Relationship Management

• Own a portfolio of enterprise clients (including tier-1 banks and FSPs) as the primary relationship lead
• Build multi-level relationships from operational teams to C-suite and procurement decision-makers
• Maintain structured Account Plans and conduct regular EBRs to ensure clients are realising measurable value
• Monitor client health indicators proactively and coordinate cross-functional responses when needed

Retention, Renewal & Commercial Growth

• Own the full renewal cycle — planning, negotiation, and execution — with strong retention outcomes
  Identify and close upsell, cross-sell, and expansion opportunities across use cases, volumes, and integrations
  Lead commercial conversations including pricing, contract amendments, and scope expansions
  Maintain accurate CRM pipeline data and contribute to NRR targets through expansion revenue

Strategic Account Planning & Executive Engagement

• Develop and execute tailored account strategies aligned to client objectives and iiDENTIFii's commercial goals
• Engage at executive level to position iiDENTIFii as a long-term strategic partner, not just a vendor
• Lead joint business planning sessions and navigate stakeholder dynamics, political changes, and competitive threats
• Participate in industry forums and events to deepen relationships and raise iiDENTIFii's sector profile

Industry & Domain Expertise

• Maintain deep knowledge of FICA, POPIA, FSCA, NCA, and the South African banking landscape
• Stay current on digital identity, biometrics, KYC/AML, and fraud prevention trends
• Engage credibly in technical product conversations and share market intelligence internally

Client Onboarding & Implementation Support

• Lead the commercial and relationship dimensions of new client onboarding through to live implementation
• Coordinate across solutions engineering, product, operations, and support to meet onboarding commitments
• Define success criteria with new clients and ensure they receive the training and enablement to adopt at scale

Voice of the Customer & Internal Collaboration

• Systematically capture client feedback and pain points to inform product and engineering prioritisation
• Partner with marketing on case studies, testimonials, and co-marketing initiatives
• Provide regular, data-driven portfolio reports to the COO and leadership team

What You Bring

• 7+ years in client management or account management within financial services, with a proven track record across tier-1 banks or major South African FSPs
• Demonstrated ability to manage complex, multi-stakeholder relationships at senior and executive levels
• Commercial ownership experience across renewals, upsells, and NRR targets — with the instincts to identify opportunity and manage revenue risk
• Strong knowledge of FICA, POPIA, FSCA, NCA, and the broader South African banking ecosystem
• Familiarity with digital identity, KYC/AML, onboarding, and fraud prevention as applied to FSPs
• Proficiency in CRM tools and a data-driven approach to portfolio health and reporting
• Exceptional communicator with executive presence and high emotional intelligence
  
  Why iiDENTIFii
  Join at a pivotal point in our growth journey — your contribution will directly and visibly shape our commercial success and client relationships globally.
• Competitive salary and commission structure
• Remote-first (Joburg-based)
• Wellness perks and work-life balance prioritised
• Diverse tech stack