Customer Success Manager (B2B SaaS)

What you will do

Account Strategy:

• Develop and execute strategic account plans with clear goals, growth objectives, and success metrics.
• Lead quarterly business reviews with senior stakeholders to evaluate performance and identify new opportunities.
• Collaborate cross-functionally to ensure seamless delivery and alignment with client priorities.
• Forecast and track key account metrics, including revenue, retention, and satisfaction.

Relationship Building:

• Build deep, trusted partnerships with senior stakeholders across top accounts.
• Proactively engage to understand evolving business needs and strategic priorities.
• Strengthen credibility through insight-driven recommendations and consistent follow-through.

Revenue Generation:

• Identify and execute upselling and cross-selling opportunities to drive account expansion.
• Lead contract negotiations to maximize revenue, profitability, and long-term value.
• Partner with leadership to shape commercial strategy and account growth plans.

Customer Success:

• Guide clients through their journey from activation to adoption, growth, and advocacy.
• Monitor account health and address risks proactively.
• Collaborate with internal teams to deliver a world-class customer experience and champion client needs internally.

Market Intelligence:

• Stay informed on industry trends, competitor movements, and customer insights.
• Leverage market data to refine account strategies and uncover growth opportunities.

Ideal Candidate

1Strong Key Account Management / Customer Success Profiles

2Mandatory (Experience) – Must have 2+ years of hands-on experience in Key Account Management / Customer Success, with atleast 2+ years in managing complex, high-value client relationships and delivering measurable growth/retention targets.

3Mandatory (Skill 1) – Must have strong commercial acumen, negotiation, and strategic problem-solving, with a clearly analytical, data-driven approach to managing accounts.

4Mandatory (Skill 2): Must have proven experience in renewals, retention, upsell, cross-sell, and expansion within assigned accounts

5Mandatory (Skill 3): Must have experience handling contract renewals, pricing discussions, and negotiation ownership

6Mandatory (Skill 4) – Must have startup / lean-team experience and demonstrated ability to handle high pace and high account volume

7Mandatory (Tool) – Proficiency with CRM tools, project management, and data analysis.

8Mandatory (Industry) – Must come from a product-based tech company in the D2C commerce-enablement ecosystem (checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics, or commerce ops), with direct hands-on experience in D2C retention and account expansion.

9Mandatory (Market) – Must have exposure to the Indian market, with at least the most recent 2 years spent working in the Indian market. Purely global/international market experience will not be considered.

10Mandatory (Note) – CTC is inclusive of 20 percent variable

11Preferred (Background) – Engineering / technical background, or strong technical fluency explicitly valued by the client

12Preferred (Functions) – Hands-on with QBRs, account strategy/forecasting (revenue, retention, satisfaction), and upsell/cross-sell-led account expansion.