Role
Own a portfolio of customer accounts and drive onboarding, adoption, retention, stakeholder management, and account growth. SaaS experience is preferred; BFSI exposure is useful but not mandatory.
Key Responsibilities
- Own post-sales relationship management for a portfolio of customer accounts.
- Drive onboarding, implementation coordination, and early value realization.
- Run regular account reviews covering adoption, risks, action items, and growth opportunities.
- Improve retention and reduce churn through proactive account management.
- Identify upsell and cross-sell opportunities with sales or account leadership.
- Coordinate with product, support, implementation, and operations teams on escalations and customer requests.
Ideal Candidate
- 5–8 years of experience in customer success, account management, enterprise support, implementation, or client servicing.
- Strong SaaS or B2B technology experience with demonstrated client management capability.
- Comfort managing multiple stakeholders across onboarding, adoption, renewals, and ongoing engagement.
- Commercial mindset with the ability to spot revenue expansion opportunities within existing accounts.
- Strong communication, problem solving, and cross-functional execution skills.
Must Have
- Enterprise client handling and stakeholder management
- Onboarding and product adoption ownership
- Retention / renewal orientation
- Escalation management and follow-through
- CRM discipline and account tracking
Success Metrics
- Gross retention and renewal rate
- Product adoption and account health
- Expansion / upsell contribution
- Time to value for new customers
- Escalation closure and review cadence discipline
Preferred backgrounds: SaaS, fintech, B2B technology, enterprise client management
Skills:- Onboarding, Customer Retention, Stakeholder management, Account Management, Account growth, Post sales, Relationship management, Upsell and Cross sell
