Senior Client Manager

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, accoun