Strategic Account Manager

We're Osome - an international fintech startup making the lives of entrepreneurs easier. We help thousands of businesses kick admin, accounting and bookkeeping out of their day-to-day, so they can spend more time on what's important to them. We've developed a unique solution that combines SaaS with a human-in-the-loop approach to provide full-fledged services in real-time.

We’re experiencing rapid growth in both client base and team, which now comprises around 500 people across our offices worldwide. As we continue to scale, we’re looking for more bright minds who are excited to make a real impact by solving complex problems.

About the Role

As a Strategic Account Manager within Osome Premier, you will own and proactively manage Osome's relationship with a selective portfolio of complex and strategically important customers.

You will develop a deep understanding of each customer's business, structure, priorities and growth plans, and orchestrate Osome across services, entities and teams so the customer does not have to manage our internal complexity themselves.

This is not a traditional support or account coordination role. You will act as a trusted advisor to founders and senior decision-makers, anticipate risks and opportunities, lead strategic account planning and Quarterly Business Reviews, and remain accountable for the overall relationship while specialist teams retain ownership of technical expertise and execution.

As a senior individual contributor within the Strategic Account Management team, you will lead by example, demonstrate what excellent Premier delivery looks like, support other Strategic Account Managers through knowledge sharing, collaboration, and peer coaching, and contribute your experience to the continued evolution of the Premier operating model.

What you will do:

Strategic Relationship Management

• Own a portfolio of complex, high-value customer relationships across multiple entities and Osome services.

• Build trusted, long-term relationships with founders, executives and senior decision makers.

• Develop a deep understanding of each customer's business, structure, priorities, challenges and growth plans.

• Maintain a complete view of the customer's relationship with Osome, including entities, services, key stakeholders, commitments, risks and upcoming needs.

• Ensure customers do not need to repeatedly explain their business, history or previous interactions with Osome.

Proactive Account Management

• Develop strategic account plans covering relationship priorities, account health, risks, upcoming events, retention and growth opportunities.

• Anticipate customer needs, statutory events, renewals and business milestones before the customer needs to ask.

• Identify emerging relationship risks and drive action before they become customer issues.

• Lead strategic Quarterly Business Reviews that demonstrate a deep understanding of the customer's business and surface relevant priorities, risks and opportunities.

• Ensure Premier delivers meaningful value beyond reactive support or simply providing a dedicated point of contact.

Cross-Functional Orchestration

• Orchestrate the customer relationship across Accounting, Corporate Secretarial, Tax, Payroll, KYC, Product and other Osome teams.

• Ensure internal teams have the context they need before engaging with Premier customers.

• Bring in the right specialists when technical expertise or execution is required.

• Maintain ownership of the overall customer experience while specialist teams remain accountable for their technical work and delivery.

• Identify dependencies, remove blockers, and drive cross-functional alignment around important customer outcomes.

• Ensure the customer never needs to coordinate Osome's internal teams themselves.

Customer Experience

• Deliver a high-touch, personalized experience appropriate for Osome Premier customers.

• Reduce customer effort by maintaining context and eliminating unnecessary handovers, repetition, and internal complexity.

• Adapt communication and engagement to each customer's preferences and desired level of involvement.

• Act as a strong internal advocate for the customer while balancing customer needs with sound commercial and operational judgment.

• Surface customer insights to Product, Operations, and leadership to improve Premier and the broader Osome experience.

Commercial & Relationship Growth

• Own the commercial health of assigned relationships, including retention risk, renewal readiness and expansion opportunities.

• Understand evolving customer needs and identify where additional Osome services can create genuine value.

• Partner with Sales, Renewals and specialist teams on expansion and complex commercial conversations.

• Approach commercial growth through trusted relationships and customer value rather than transactional selling.

Senior IC & Practice Contribution

• Set a strong example of excellent Premier relationship management through your own customer portfolio and day-to-day execution.

• Coach and mentor developing Strategic Account Managers through account strategy, QBR preparation, customer conversations and complex relationship situations.

• Share experience, best practices and practical guidance that help strengthen Strategic Account Management capability across the team.

• Demonstrate strong executive communication, commercial judgment, customer advocacy and cross-functional influence.

• Contribute to the continued improvement of the Premier playbook, service standards and operating model.

Day-to-Day Responsibilities:

• Manage a selective portfolio of complex Premier customer relationships.

• Maintain a complete understanding of what is happening across each customer's relationship with Osome.

• Engage proactively with founders, executives, and key stakeholders.

• Prepare and lead strategic QBRs and maintain strategic account plans.

• Review account health, risks, opportunities, and upcoming customer needs.

• Coordinate specialists and internal teams around customer outcomes.

• Lead complex customer conversations and relationship recovery, as needed.

• Provide peer coaching and mentorship to developing Strategic Account Managers.

Who you are:

• Significant experience in Strategic Account Management, Customer Success, Relationship Management, or a comparable B2B customer role, with a demonstrated track record managing complex, high-value relationships.

• Demonstrated experience owning sophisticated B2B customer relationships and building trusted relationships with founders, executives, or senior decision-makers.

• Experience managing relationships involving multiple products, services, stakeholders, or business entities.

• Strong experience influencing and coordinating cross-functional teams.

• Demonstrated commercial experience across retention, renewals, relationship growth or expansion.

• Experience navigating complex customer situations requiring strong judgment and senior stakeholder management.

Success measure:

• Customer experience and relationship health, including CSAT, NPS and account health.

• Retention, renewals and relationship growth.

• Proactive account management, including QBR quality, account planning, and risk identification.

• Quality of execution, including account context, cross-functional orchestration and customer feedback.

Our Benefits

• Multi-cultural environment to enhance your global perspective.

• Learning opportunities and mentorship from peers and leaders.

• An agile working model focused on goals and performance.

• Remote working arrangement.

• Office laptop will be provided.

Equal Opportunity Statement

At OSOME, creating a culture where individuals of all backgrounds feel comfortable really matters.

Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. We want to ensure that we represent the diversity of talent in the society we live in today.

If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.