We are looking for a customer-obsessed, strategic, and growth-oriented Customer Success & Growth Manager to own and scale post-sales customer relationships for Covoro. This role sits at the intersection of Customer Success, Account Management, and Business Development, with a strong focus on retention, expansion (cross-sell & upsell), and long-term value creation. You will work closely with enterprise and mid-market customers businesses, GST practitioners, CAs, and tax teams, helping them derive measurable value from Covoro's GST and compliance technology suite while driving revenue growth.
Responsibilities
- Own strategic customer relationships post-sale and act as the single point of contact.
- Conduct regular QBRs/QSRs, health checks, and value reviews aligned to customer KPIs.
- Drive product adoption, usage expansion, and customer satisfaction.
- Monitor customer health using NPS, CSAT, renewal risk, and usage metrics.
- Proactively identify and resolve issues to minimise churn.
- Ensure customers achieve faster time-to-value.
- Identify and execute upsell and cross-sell opportunities across Covoro's GST product suite.
- Expand accounts across new teams, locations, legal entities, and geographies.
- Support pricing discussions, renewals, and commercial negotiations.
- Lead structured onboarding journeys in collaboration with Product, Tech, and Support teams.
- Ensure seamless implementation of GST, e-Invoicing, e-Way Bill, ITC, Audit, and EXIM solutions.
- Enable customers with training, best practices, and process alignment.
- Generate new opportunities via referrals, existing customer networks, and proactive outreach.
- Upsell and cross-sell of the products.
- Deliver compelling product demos, solution walkthroughs, and value propositions.
- Own the sales cycle for assigned accounts from qualification to closure.
- Capture customer feedback and relay insights to Product and Engineering teams.
- Build customer advocacy through case studies, testimonials, and referrals.
- Stay updated on GST regulations, e-Invoice mandates, EXIM trends, and competitor offerings.
- You will manage a team of 3-4 senior people.
Requirements
- Proven experience in B2B SaaS in a customer-facing role spanning Customer Success, Account Management, or Sales.
- Strong track record of account growth, including cross-sell, upsell, renewals, and churn reduction.
- Comfortable managing accounts across different business scales from mid-market to large enterprises.
- Exposure to GST practice, tax technology, compliance platforms, or fintech/legal-tech products (strong plus).
- Able to engage confidently with CXOs, Finance Heads, Tax Leaders, and CA firms.
- Experience handling QSRs (Quarterly/Strategic Reviews), success planning, and KPI-driven conversations.
- Process-oriented mindset with the ability to manage tech-driven implementations and SaaS adoption journeys.
- Experience using CRM tools, dashboards, NPS/CSAT metrics, and pipeline analytics.
- Self-driven, resilient, and comfortable operating in a fast-paced, growth-stage environment.
- CA / CA Inter background is a strong advantage; GST exposure is a must, and experience with EXIM is good to have.
This job was posted by Sayan Mondal from Perennial Systems.
