Role Summary
We are looking for a Key Account Manager SaaS (Post-Sales) to join our team in Mumbai. This is a pure post-sales role focused on managing and growing existing SaaS clients after the sale is closed.
You will work as an individual contributor, owning customer accounts end-to-end from onboarding and go-live to product adoption, escalations, renewals, and long-term relationship management.
This role plays a critical part in ensuring customer success and retention on Shipdelight's logistics technology platform.
Key Responsibilities
- Own assigned SaaS client accounts end-to-end after sales handover
- Manage client onboarding, implementation, and go-live in coordination with internal teams
- Act as the primary point of contact for clients for all post-sales matters
- Drive product adoption and ensure clients realize value from the platform
- Monitor account health, usage patterns, and customer satisfaction
- Handle client escalations with ownership and accountability until resolution
- Coordinate with Product, Tech, and Operations teams to resolve issues and improve outcomes
- Conduct regular review calls and share performance updates with clients
- Support renewals and retention by proactively managing risks and expectations
- Identify upsell or expansion opportunities and collaborate with Sales when required
- Maintain clear documentation of client interactions, issues, and action items
Must-Have Skills
- 36 years of professional experience in SaaS Account Management, Customer Success, or Post-Sales roles
- Hands-on experience managing B2B SaaS clients after onboarding
- Strong client communication and stakeholder management skills
- Experience handling escalations and complex client scenarios
- Ability to understand SaaS products, workflows, and integrations (non-technical but conceptually strong)
- Strong ownership mindset with problem-solving ability
- Comfortable working cross-functionally with Product, Tech, and Ops teams
Preferred-to-Have Skills
- Experience in logistics tech, supply chain, or enterprise SaaS environments
- Familiarity with SaaS metrics such as adoption, usage, retention, and account health
- Exposure to CRM tools or customer success platforms
- Experience supporting renewals, expansions, or upsell discussions
- Understanding of API-based or workflow-driven SaaS products
Role & Expectations
- This is a post-sales / customer success role, not a hunting or pre-sales position
- The role requires working from our Mumbai office
- Success in this role is measured by customer satisfaction, retention, and long-term account growth
