Role Purpose
This role is the commercial and relationship backbone of iiDENTIFii’s enterprise account portfolio. It is deliberately dual: you operate as a strategic relationship owner — accountable for the health, retention, and commercial growth of iiDENTIFii’s most important client accounts — while remaining hands-on in the day-to-day: running executive business reviews, managing renewal cycles, and staying close to what each client actually needs. You will lead accounts and build trust at the same time.
This is not a reactive support role. As Senior Partnershipt Manager, you are a proactive, commercially-minded owner who drives measurable revenue outcomes: renewals, expansions, upsells, and new product adoption across an assigned portfolio. You are the client’s internal champion at iiDENTIFii, and iiDENTIFii’s commercial face to the client.
Operating in a technically complex, compliance-heavy environment where clients are navigating FICA, POPIA, and evolving KYC/AML obligations, the Senior Partnership Manager must combine deep industry knowledge, strong executive presence, and a clear understanding of how biometric identity verification creates value in the banking and financial services sector. This role also plays a critical part in bridging client insight back into iiDENTIFii’s product and commercial strategy — ensuring the voice of the customer shapes how the platform evolves.
Role Tasks and Responsibilities
Account Ownership & Client Relationship Management
- Own and manage a portfolio of iiDENTIFii’s enterprise clients — including tier-1 banks and FSPs — as the primary relationship lead across all levels of the client organisation
- Build deep, multi-level relationships across client organisations: from operational and implementation teams through to C-suite and procurement decision-makers
- Develop and maintain structured Account Plans for each client, documenting relationship health, strategic objectives, risk factors, expansion opportunities, and agreed success metrics
- Conduct regular executive business reviews (EBRs) and operational check-ins, ensuring clients are realising measurable value from iiDENTIFii’s platform and that commitments are consistently met
- Monitor client health indicators — adoption metrics, support volumes, NPS, contract milestones — and intervene proactively before issues escalate
- Serve as the internal advocate for the client: representing their priorities, escalating risks with urgency, and coordinating cross-functional responses when needed
Retention, Renewal & Commercial Growth
- Own the full renewal cycle for assigned accounts: planning, negotiation, and execution, ensuring on-time renewals with strong retention rates
- Identify, qualify, and close upsell and cross-sell opportunities across the iiDENTIFii product portfolio, including new use cases, volume expansions, and additional integrations
- Drive new product adoption within existing accounts, working closely with product and solutions teams to align iiDENTIFii’s roadmap with client needs and timelines
- Manage commercial conversations with confidence: pricing discussions, contract amendments, scope expansions, and multi-year deal structures
- Maintain accurate pipeline and forecast data for the assigned portfolio in the CRM, providing reliable, decision-ready visibility to leadership
- Contribute to net revenue retention (NRR) targets by maximising expansion revenue within the existing customer base and minimising churn risk
Strategic Account Planning & Executive Engagement
- Develop and execute tailored account strategies for key accounts, aligned to both client business objectives and iiDENTIFii’s commercial goals
- Engage at senior and executive levels within client organisations, positioning iiDENTIFii as a strategic long-term partner — not just a vendor
- Lead joint business planning sessions with key accounts, aligning on roadmaps, integration priorities, and mutual growth initiatives
- Identify and navigate political dynamics, stakeholder changes, and competitive threats within client accounts before they become risks
- Participate in client industry forums, events, and working groups to deepen relationships and build iiDENTIFii’s profile and credibility in the sector
Industry & Domain Expertise
- Develop and maintain deep understanding of the South African regulatory landscape relevant to clients: FICA, POPIA, SARB directives, FSCA requirements, and NCA obligations
- Stay current with trends in digital identity, biometric authentication, KYC/AML, and fraud prevention that affect iiDENTIFii’s client industries and shape buying decisions
- Understand client integration architectures and how iiDENTIFii’s platform fits into their broader technology and compliance stack — well enough to engage credibly without requiring deep engineering expertise
- Use domain knowledge to position iiDENTIFii solutions with authority in client conversations, translating complex technical and regulatory concepts into clear commercial value
- Act as an internal resource on South African FSP and enterprise client dynamics, sharing market intelligence with product, sales, and leadership teams to sharpen strategy
Client Onboarding & Implementation Support
- Lead the commercial and relationship dimension of new client onboarding, ensuring a smooth, confidence-building transition from signed contract to live implementation
- Coordinate internally across solutions engineering, product, operations, and support to ensure onboarding timelines and client commitments are met without exception
- Define and agree success criteria with new clients during onboarding, establishing the foundation for ongoing account health measurement and future expansion conversations
- Ensure clients receive adequate training, enablement, and documentation to adopt iiDENTIFii’s platform confidently and at scale
Voice of the Customer & Internal Collaboration
- Systematically capture and structure client feedback, feature requests, and pain points — feeding actionable, prioritised insights into product and engineering decision-making
- Collaborate with the product team to ensure the iiDENTIFii roadmap reflects the real-world needs and priorities of the enterprise client base
- Partner with marketing on case studies, client testimonials, reference programmes, and co-marketing initiatives that build iiDENTIFii’s market credibility
- Work closely with the sales team to support expansion into new business units or entities within existing client organisations
- Provide regular, data-driven portfolio reports to the Head of Enterprise Sales and leadership team, including health scores, renewal forecasts, and expansion pipeline — without being prompted
AI-Augmented Ways of Working
- Use AI tools as a standard, expected part of the role — a core professional competency, not optional
- Apply AI to accelerate account research, stakeholder mapping, meeting preparation, and client communication drafting
- Use AI to synthesise client feedback, identify portfolio patterns, and surface risks or expansion signals earlier than traditional approaches allow
- Leverage AI to produce high-quality account plans, EBR materials, and internal reports with speed and precision
- Stay current with the evolving AI tooling landscape and proactively identify productivity opportunities relevant to client management
Living the iiDENTIFii Culture
- Champion iiDENTIFii’s culture, values, and purpose in every client interaction and internal collaboration
- Contribute to building a best-in-class client management function as iiDENTIFii scales
- Foster a team environment defined by intellectual rigour, psychological safety, collaborative excellence, and a bias for action
- Actively contribute to iiDENTIFii’s mission: powering innovators in remote biometric digital authentication, globally
Qualifications, Experience and Skills Needed
Experience
- 7+ years in client management, account management, or customer success in a financial services or fintech environment
- Demonstrable track record of managing and growing a portfolio of enterprise accounts, including tier-1 banks or major FSPs in South Africa
- Proven ability to manage complex, multi-stakeholder relationships at senior and executive levels, driving trust and commercial outcomes simultaneously
- Experience owning commercial outcomes end-to-end: renewals, upsells, net revenue retention targets, and expansion pipeline
- Exposure to the South African financial services ecosystem — banking, insurance, lending, payments, or identity — is strongly advantageous
- Startup or scaleup experience preferred; comfort operating at pace with evolving processes and limited structure
Domain & Industry Knowledge
- Strong understanding of the South African regulatory environment: FICA, POPIA, SARB, FSCA, NCA, and related compliance obligations that shape FSP buying behaviour
- Familiarity with digital identity, KYC/AML, onboarding, and fraud prevention concepts and how they apply to financial services clients
- Awareness of the South African banking landscape: Big Four (ABSA, Standard Bank, FNB, Nedbank), digital banks (TymeBank, Discovery Bank, Capitec), insurers, and government entities such as SASSA and DHA
- Ability to engage credibly in technical product conversations — understanding enough to be useful without requiring deep engineering knowledge
Commercial & Analytical Skills
- Confidence in commercial negotiation, contract discussions, and pricing conversations with senior client stakeholders
- Strong commercial instincts: able to identify expansion opportunities, recognise buying signals, and manage risk to revenue across a complex portfolio
- Experience using CRM tools (Salesforce, HubSpot, or similar) to manage pipeline, forecast accurately, and document account activity with discipline
- Data-driven approach to account management: comfortable using metrics, health scores, and dashboards to track portfolio performance and present findings to leadership
Interpersonal & Communication Skills
- Exceptional communicator — written and verbal — across all levels from operational contacts to C-suite decision-makers
- Strong executive presence and the confidence to hold strategic, commercially consequential conversations with senior stakeholders
- High emotional intelligence: able to read room dynamics, navigate conflict, and build trust in complex, multi-stakeholder environments
- Ability to simplify complex technical and commercial concepts into clear, compelling narratives for diverse audiences
Ways of Working
- Proactive and self-directed: does not wait to be told when a client relationship needs attention — identifies and acts before issues surface
- Highly organised with the ability to manage a large, complex portfolio without losing detail or momentum
- Comfortable operating in a fast-paced, scaling startup environment with evolving processes and a high degree of autonomy
- Collaborative across internal functions: works naturally with product, engineering, solutions, marketing, and leadership to deliver for clients
- Receptive to feedback, commercially curious, and committed to continuous improvement in both craft and domain knowledge
