Why This Job is Featured on The SaaS Jobs
This Account and Optimisation Manager role sits in a SaaS-style operating model where client outcomes depend on smooth, repeatable service delivery and clear product understanding. The remit spans account ownership, issue resolution, and coordination across product, compliance, operations, and delivery, which is characteristic of B2B platforms that serve multiple customers through a shared infrastructure. Based in Nairobi and reporting into regional account leadership, it reflects a structured, portfolio-based approach to managing recurring revenue relationships.
For a SaaS career path, the role builds core muscles that translate across Customer Success and Account Management functions: translating customer needs into internal actions, supporting feature rollouts, and using CRM and analytics tools to maintain data quality and guide prioritisation. The combination of commercial hygiene, adoption support, and operational troubleshooting is especially relevant in SaaS environments where retention and expansion are closely tied to day-to-day product performance and stakeholder alignment.
This position will suit professionals who enjoy balancing relationship work with process discipline, and who prefer roles where progress is tracked through clear updates and well-maintained systems. It is a strong match for someone looking to deepen SaaS account craft through hands-on ownership of a smaller-book portfolio while collaborating frequently with cross-functional teams.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Context of the role
The Junior Account and Optimisation Manager will sit at the intersection of client relations and operational execution.
In this dual role, you will be the bridge between our clients and our internal technical and financial and operational infrastructure. You will also manage a portfolio of growing business accounts, ensuring their day-to-day transactions run smoothly, while simultaneously troubleshooting operational bottlenecks.
Reporting to the regional heads of Account Management, you will build strong day-to-day relationships with these accounts, helping them get the most value from Thunes. You will be their first point of contact for our products and services, ensuring a great customer experience, driving healthy adoption, and identifying smaller cross-sell and upsell opportunities, often in collaboration with more senior Account Managers.
Responsibilities:
• Ensure satisfaction across your portfolio of smaller accounts to support positive retention and contractual health
• Identify and follow up on cross-sell and upsell opportunities to grow revenue
• Act as a day-to-day advocate for your customers, helping Thunes understand their needs and feedback
• Work closely with internal teams (e.g. product, sales, compliance, solution delivery and operations) to resolve issues and improve customer experience
• Support the rollout of new services and features to your accounts, taking into account market specifics (e.g. regulation, competition)
• Take ownership of customer requests, coordinating internally to drive timely resolutions and incremental value
• Use clear, structured communication to keep customers and internal stakeholders informed on progress and next steps
• Maintain accurate, up-to-date records in our CRM and other tools, ensuring data quality and completeness
• Build and maintain strong working relationships with colleagues and customers to ease communication and facilitate quick issue resolution.
Skills / Qualifications:
You’re a natural people person who enjoys solving customer problems; you’re excited to deepen your knowledge of high-growth technology and payments businesses; you’re organized, proactive, and comfortable working with data and digital tools.
- 3–7 years’ experience in B2B Account Management, Customer Success or related client-facing roles
• Experience managing a portfolio of small to mid-sized accounts, ideally in technology, SaaS, fintech or financial services
• Payments experience is strongly preferred, but not mandatory if you can demonstrate strong interest and the ability to learn quickly
• Tech-savvy and comfortable working with digital tools (e.g. Sales Force, Tableau, spreadsheets) and explaining product features to customers
• Operationally focused, with the ability to methodically grow live accounts by following structured plans and using metrics
• Strong customer success mindset, with a data-driven and process-oriented approach to managing accounts
• Solid communication and basic negotiation skills, with the confidence to handle commercial conversations for smaller accounts and to support seniors on larger ones
• Strong written and spoken English; Arabic is a plus
Package and Benefits
• Great compensation package, including performance-based commission
• Medical insurance for you and your family
• Life insurance
• Mobile allowance
• Employee wellbeing & support program
• Learning & Development budget
• Work-life balance (flexibility and hybrid working policy)
• Our team is global: you will work with 65+ different nationalities spread across 5 continents
Sounds like you?
About Thunes
Thunes is the Smart Superhighway to move money around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies.
Thunes’ network connects directly to over 7 billion mobile wallets and bank accounts worldwide, as well as 15 billion cards via more than 320 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.
Thunes’ Direct Global Network differentiates itself through its worldwide reach, in-house SmartX Treasury System and Fortress Compliance Platform, ensuring Members of the network receive unrivaled speed, control, visibility, protection and cost efficiencies when making real-time payments, globally.
Members of Thunes’ Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks.
Headquartered in Singapore, Thunes has offices in 14 locations, including Abidjan, Barcelona, Beijing, Dubai, Hong Kong, Johannesburg, London, Manila, Nairobi, Paris, Riyadh, San Francisco and Shanghai.
For more information, visit: https://www.thunes.com/
