Job Title: Key Account Manager
Location: Bangalore
Timezone: 5pm - 2am IST
Workplace Type: Remote
About Us
Apsona is dedicated to delivering seamless solutions on the Salesforce platform, helping businesses streamline their processes and improve productivity. Our team is passionate about quality, innovation, and building products that empower our users.
About The Role
We are looking for an experienced Key Account Manager to manage and grow relationships with our B2B SaaS customers in the US market. This role is critical in ensuring a seamless post-sales experience, driving renewals and expansions, and acting as a trusted point of contact for key accounts.
The ideal candidate has prior experience working with US-based SaaS clients, understands subscription-based business models, and is comfortable coordinating across sales, finance, and operations teams to deliver an excellent customer experience.
Key Responsibilities
Account & Customer Management
- Own relationships with assigned B2B SaaS key accounts, serving as the primary point of contact
- Drive renewals, expansions (add-ons), and license adjustments in collaboration with Sales
- Proactively engage customers to ensure product adoption, usage optimization, and retention
- Guide customers during trial periods and support conversion to paid subscriptions
- Handle customer inquiries related to pricing, packaging, licensing, and product features
Revenue & Commercial Support
- Support the renewal and expansion pipeline by coordinating purchasing and sales-related cases
- Partner with Sales to triage, qualify, and route inbound leads efficiently
- Support channel and partner-led deals, including Channel Order Applications (COA)
- Assist in resolving billing, invoicing, and payment-related escalations in coordination with Finance
Customer Communication & Engagement
- Maintain regular, proactive communication with customers to ensure satisfaction and continuity
- Send structured communications such as welcome emails, renewal reminders, and lapsed-customer outreach
- Act as the voice of the customer internally, highlighting risks, opportunities, and feedback
Cross-Functional Collaboration
- Work closely with Sales, Finance, and Operations teams to ensure smooth account handling
- Support reconciliation and account reviews where required
- Ensure accurate documentation and updates in CRM systems
Qualifications & Experience
- 3+ years of experience in B2B SaaS Account Management, Customer Success, or Key Account roles
- Mandatory experience working with US-based clients (time zones, business etiquette, expectations)
- Prior experience handling renewals, expansions, subscriptions, or license-based products
- Strong understanding of SaaS metrics such as churn, renewals, ARR, and customer lifecycle
- Hands-on experience with Salesforce or similar CRM platforms
- Excellent written and verbal communication skills
- Proven problem-solving skills in customer, purchasing, and account-related scenarios
Why This Role Matters
This role plays a key part in driving customer retention, revenue continuity, and long-term account growth. The Key Account Manager ensures customers receive a consistent, high-quality experience while enabling internal teams to operate efficiently.
Skills: customer,account reconciliation,order management,sales,invoicing,salesforce,problem-solving,customer service,time management,communication,attention to detail,crm platforms,purchasing,organizational skills
