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Space Ops

Account Manager

Hamilton, ON, Canada

$70,000 to $80,500 CAD / year · Full-time

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Job details

Pay: $70,000 to $80,500 CAD / year
Job type: Full-time
Apply by: Apr 7, 2027
Experience: 3+ years of experience in account management, customer success, client relationship management, or a related role
Posting language: English
Posted: Oct 9, 2026

Original job description

About the Company

Founded in Hamilton in 2019, Space Ops Inc. is a technology development company on a mission to make money movement and online commerce faster, smarter, and more secure for everyone in Canada.

We started Space Ops with a simple belief: the software that runs finance and commerce should be as modern, fast, and intelligent as the people who depend on it. In just seven years, we've grown into a trusted engineering partner for 100+ Canadian businesses.

Today, the platforms and apps we build quietly serve more than 20 million Canadians - processing payments, powering storefronts, and protecting transactions around the clock. We build on the latest and greatest technology, and we've successfully woven AI and automation into everything we do.

The Opportunity

The Account Manager is responsible for building and maintaining strong merchant relationships while ensuring the successful delivery of products and services that meet customer needs. This role serves as the primary point of contact for assigned accounts, driving merchant satisfaction, retention, and growth through proactive relationship management, strategic planning, and cross-functional collaboration. The Account Manager partners closely with internal teams to deliver exceptional customer experiences while identifying opportunities to expand business and support organizational objectives.

What You'll Be Doing

Merchant Relationship Ownership

You will build and maintain strong merchant partnerships by:

Serving as the primary point of contact for assigned merchants, maintaining a deep understanding of their business, priorities, challenges, and history while building trusted long-term partnerships
Developing and maintaining trusted relationships with key merchant stakeholders and decision-makers
Conducting regular meetings to understand merchant goals, priorities, and business needs
Ensuring timely resolution of merchant inquiries, concerns, and service-related issues

Account Growth & Business Development

You will support account growth by:

Identifying opportunities to expand existing merchant relationships through additional products and services
Monitoring account health, merchant activity, transaction flows, support trends, and business performance to proactively identify risks, opportunities and areas for improvement
Developing account plans that align customer objectives with organizational solutions
Preparing proposals, presentations, and business reviews for merchants
Collaborating with Sales and Leadership to support contract renewals and business development initiatives

Cross Functional Coordination & Execution

You will ensure successful merchant outcomes by:

Ensuring continuity of knowledge across all internal teams
Coordinating with internal teams to ensure timely delivery of products, services, and projects
Managing merchant expectations, project timelines, and key deliverables
Facilitating communication between merchants and internal stakeholders throughout project lifecycles
Monitoring project progress, addressing risks or challenges proactively, and removing friction for merchants
Ensuring all merchant commitments are delivered with accuracy, quality, and professionalism

Product Knowledge& Technical Communication

You will demonstrate product knowledge by:

Developing a strong understanding of products, services, integrations, and merchant workflows to accurately answer questions and explain solutions
Understanding and communicating technical concepts effectively to technical and non-technical stakeholders
Providing accurate and consistent guidance to merchants

Merchant Success & Operational Excellence

You will strengthen customer success by:

Monitoring merchant satisfaction and acting on feedback to improve the customer experience
Maintain visibility of all merchant requests, commitments, escalations, action items, timelines, dependencies, and resolutions to ensure no issues are overlooked
Maintaining accurate account documentation, activity records, and CRM information
Preparing reports and account summaries for leadership and merchants
Collaborating with Finance regarding invoicing, renewals, and account-related matters as required
Supporting onboarding activities for new merchants and ensuring a seamless transition into ongoing account management

Continuous Improvement & Business Intelligence

You will contribute to organizational success by:

Identifying opportunities to improve account management processes and merchant service delivery
Capturing and sharing merchant insights, feedback, trends, and escalations merchant insights to support product improvements and business planning
Staying informed on industry trends, market developments, and competitor activity
Supporting strategic initiatives that improve customer retention and long-term partnerships
Taking ownership of special projects and initiatives that support business growth and operational effectiveness

What We're Looking For

3+ years of experience in account management, customer success, client relationship management, or a related role
Demonstrated ability to build and maintain strong client relationships
Experience managing multiple accounts and competing priorities in a fast-paced environment
Technical curiosity and problem-solving skills, with the ability to understand product capabilities, investigate issues, collaborate effectively across cross-functional technical and non-technical teams, and communicate solutions accurately and clearly to clients.
Strong business acumen and problem-solving abilities
Experience preparing presentations, business reviews, and client-facing communications
Proficiency with CRM systems and Microsoft Office Suite
Excellent organizational, negotiation, and time management skills
Strong written and verbal communication skills
Space Ops welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Compensation & Perks

$70,000 – 80,500 Annual Compensation
Annual Bonus
Health & Dental Benefits
Health & Wellness Spending Accounts
Perkopolis Staff Discounts
On-site Gym + Planet Fitness Membership Concession
Coffee Bar with Barista + Unlimited Snacks
Monthly Events, Friday Lunches & Daily Breakfast
Professional Growth & Development Opportunities

Diversity, Equity & Inclusion Statement

At Space Ops, we believe that diverse perspectives, experiences, and backgrounds drive innovation and strengthen our ability to serve our customers and communities. We are committed to fostering an inclusive workplace where every employee feels respected, valued, and empowered to contribute their best work.

We welcome applicants from all backgrounds, including people of any race, ethnicity, religion, gender identity or expression, sexual orientation, age, disability, veteran status, or other characteristic protected by applicable law. We are committed to providing equitable employment opportunities and an accessible recruitment process for all candidates.

If you require accommodation during any stage of the recruitment process, please let us know, and we will work with you to meet your needs.

AI Disclosure: As part of our recruitment process, we may use AI enabled tools to support the screening and assessment of applications. All AI generated recommendations and outputs are reviewed and validated by our recruitment team.

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More about this job

Responsibilities

Own relationships with assigned merchants, serving as their primary contact and supporting satisfaction, retention, and account growth. Coordinate internal teams and project delivery, communicate product and technical information, maintain account records, and share merchant insights to improve service and business outcomes.

Requirements

Requires at least three years of experience in account management, customer success, client relationship management, or a related role, with demonstrated ability to manage multiple accounts and build strong client relationships. Candidates should have technical curiosity, problem-solving and business skills, experience preparing client presentations and business reviews, CRM and Microsoft Office proficiency, and strong communication, organization, negotiation, and time-management skills.

Skills

Account Management
Customer Success
Account Growth
Business Development
Strategic Planning
Cross-Functional Collaboration
Project Coordination
Technical Communication
Problem-Solving
Business Acumen
Presentation Skills
CRM Systems
Microsoft Office Suite
Negotiation

Benefits

Annual Bonus
Health And Dental Benefits
Health And Wellness Spending Accounts
Perkopolis Staff Discounts
On-Site Gym
Planet Fitness Membership
Barista Coffee Bar
Unlimited Snacks
Monthly Events
Friday Lunches
Daily Breakfast
Professional Growth And Development Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Merchant Relationships
Account Management
Customer Success
Account Growth
Business Development
Account Planning
Contract Renewals
Customer Retention
Transaction Flows
Payment Processing
Product Integrations
Merchant Workflows
Project Management
Cross-Functional Collaboration
Technical Communication
CRM Systems
Microsoft Office Suite
Business Reviews
Presentations
Invoicing
Onboarding
Customer Feedback
Market Trends
Competitor Analysis
Financial Services

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