What You'll Do
Customer Account Manager (Existing Business)
Retain and grow a high-volume portfolio of customers. You'll own renewals, reduce churn, and lead efficient, tech-touch expansion.
Report to: Manager/Senior Manager, Existing Business Sales
What Your Responsibilities Will Be
What your responsibilities will be
- Manage renewals and retention Lead the full renewal cycle (forecasting, negotiation, order forms) to hit renewal rate, GRR, and churn targets.
- Identify risk (low usage, support signals, billing issues) and run save plays to stabilize at-risk accounts.
- Increase efficient growth
- Surface and close upsell and cross-sell in consideration of customer outcomes.
- Maintain a high-velocity pipeline and exceed ARR/NRR quotas for your book.
- Manage a portfolio at scale Orchestrate tech-touch motions to keep customers engaged and realizing value.
- Prioritize with data: segment book by health, potential, and risk; complete standardized playbooks by segment.
- Deliver value and advocacy Run concise check-ins and periodic business reviews, and next best actions.
- Capture the voice of the customer and partner with Product, Support, and Marketing on fixes and campaigns.
- Operate as one team -Collaborate with Customer Success, Solutions, and Marketing to ensure smooth onboarding, issue resolution, and scalable enablement.
- Maintain accurate CRM hygiene, forecasts, and activity logs.
What You'll Need To Be Successful
What success is
- Renewal rate/GRR at or above target; NRR growth across your book
- Reduced logo and revenue churn through early risk identification and save plays
- Improved product adoption and feature use in your segment
- Reliable forecast accuracy and, error-free renewals
- High customer satisfaction and reference ability
What you'll bring
- SaaS renewals and account management experience with experience hitting retention and expansion targets.
- Negotiation and objection handling skills with procurement and decision makers.
- Data-driven operating rhythm using CRM (e.g., Salesforce) and sales tooling to prioritize and oversee at scale.
- Clear Experience establishing communication and engagement with prospects.
- Process discipline with comfort.
- Collaboration with Success, Support, Product, and Marketing.
- 3+ years of experience with customer health scoring, strategy design, and the tax compliance domain.
- You will be completely onsite in Pune and require working from the office.
