Job Description

Employment Type: Full-Time Location Type: Remote Salary: Not Specified

About Addi

Addi is a leading financial platform dedicated to building the future of payments, shopping, and banking. Our mission is to create a world where consumers and merchants can transact effortlessly, grow together, and experience abundance and pride. We currently serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace.

We offer comprehensive banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) powered by state-of-the-art technology. By bridging the financial gap for millions, we are redefining how people experience financial freedom. As Colombia's leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, opening up significant new opportunities. In the past year, we achieved profitability, underscoring the strength of our business model and our capacity for sustainable scaling.

Our vision has garnered the support of world-class investors, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, and Victory Park Capital. With their backing, we are actively transforming Latin America's financial ecosystem and shaping the future of commerce and banking in Colombia.

What truly distinguishes Addi is our approach to building. We are a conscious company, driven by extensive experience in scaling technology, services, and products, and we embody our values daily.

About the Role

This is your opportunity to make a significant impact. Below, you'll find the core responsibilities and expectations for this role, along with what it takes to thrive at Addi. If you're eager to be part of something substantial, continue reading.

Mission

Cultivate and deepen relationships with our existing Small and Medium-Business (SMB) segment. The primary goal is to drive increased product adoption, customer retention, and lifetime value, thereby solidifying Addi's position as the preferred financial partner for our SMB Merchants.

What You Will Do

• Build trusted relationships with at least 90% of assigned SMB merchants within the first 6 months. This will be demonstrated through consistent engagement, qualitative feedback, and verified understanding of their specific needs and constraints.
• Successfully onboard and activate 100% of newly transitioned SMB Merchants from the Field sales team within their first 30 days. This ensures a seamless handover and rapid adoption of Addi's solutions, leading to faster time-to-value for the client.
• Increase the monthly transaction volume or GMV from assigned SMB accounts within 12 months by proactively identifying and executing upsell and cross-sell opportunities for Addi's products and services.
• Reduce churn in the assigned SMB portfolio by implementing proactive engagement strategies, understanding client needs, and swiftly resolving potential issues, resulting in improved customer satisfaction and loyalty.
• Achieve a 75%+ renewal or ongoing engagement rate among managed merchant accounts. Support the expansion of financial services or tools used by 30% of the portfolio over the course of the year.
• Improve the average SMB client satisfaction score (e.g., NPS or CSAT) within the assigned portfolio by 5 points. This will be achieved by providing exceptional service, acting as a trusted advisor, and channeling client feedback to internal product and service teams.

What We’re Looking For

Experience

• Proven experience in Relationship Building & Account Management within the Fintech, Payments, & Retail Ecosystem.
• 2-5+ years of experience in account management, client success, or B2B sales roles, specifically serving SMB clients.
• Experience within the fintech, financial services, or SaaS industries is highly preferred.
• Demonstrates the ability to establish, maintain, and grow strong, long-term partnerships with SMB clients by understanding their business needs and providing tailored solutions.