We are looking for a Key Account Management / Customer Success professional to manage high-value client relationships, drive retention and expansion, and build long-term strategic partnerships. The ideal candidate should have strong commercial acumen, analytical thinking, and experience working in a fast-paced product-led technology environment.
What You Will Do
- Develop and execute strategic account plans focused on retention, growth, and expansion.
- Manage complex, high-value accounts and build trusted relationships with senior stakeholders.
- Lead QBRs, account reviews, and strategic business discussions.
- Drive renewals, upselling, cross-selling, and account expansion.
- Own contract renewals, pricing discussions, and commercial negotiations.
- Track and forecast key account metrics including revenue, retention, satisfaction, and account health.
- Identify risks proactively and develop data-driven action plans to improve customer outcomes.
- Partner with cross-functional teams to ensure seamless product adoption and service delivery.
- Understand customer business needs and provide insight-led recommendations.
- Monitor industry trends, competitor activity, and customer insights to identify growth opportunities.
- Work effectively in a fast-paced, lean-team/startup environment with multiple accounts.
Requirements
Mandatory Requirements
- 2+ years of hands-on experience in Key Account Management or Customer Success, including experience managing complex, high-value accounts.
- Proven track record in renewals, retention, upsell, cross-sell, and account expansion.
- Strong commercial acumen with experience in negotiation, pricing, and contract renewals.
- Highly analytical and data-driven approach to account management and problem-solving.
- Experience working in a startup or lean-team environment with high pace and account volume.
- Proficiency with CRM, project management, and data analysis tools.
- Must have experience in a product-based technology company within the D2C commerce-enablement ecosystem, such as checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics, or commerce operations.
- Direct experience managing D2C-focused customer retention and account expansion.
- Strong exposure to the Indian market, with at least the most recent 2 years working with Indian customers/accounts.
- Purely global/international market experience will not be considered.
Preferred Qualifications
- Engineering or technical background, or strong technical fluency.
- Experience owning QBRs, account strategy, revenue forecasting, retention forecasting, and customer satisfaction metrics.
- Strong experience with data-led account expansion and commercial strategy.
