Key Account Manager

Company Description Nitro Commerce is an AI-powered MarTech company focused on helping India's fast-growing D2C brands unlock their full e-commerce potential. Built on a decade of experience crafting solutions for leading commerce brands, Nitro Commerce understands the evolving challenges of digital growth. The company develops AI-driven tools that address issues such as anonymous visitors, complex marketing journeys, and low conversion rates. By combining deep market insight with advanced technology, Nitro Commerce aims to be a long-term growth partner for the brands shaping the future of Indian e-commerce. Team members join a mission-driven environment that values innovation, collaboration, and measurable impact.

Role Summary

The Key Account Manager (KAM) at Nitro Commerce is responsible for driving customer retention, revenue growth, and long-term account success across an assigned portfolio. The role goes beyond relationship management, requiring the ability to identify commercial opportunities, influence stakeholders, solve business challenges, and maximize customer lifetime value through cross-sell, upsell, renewals, and strategic account planning.

The ideal candidate is commercially driven, analytical, customer-centric, and capable of independently owning business outcomes.

Key Responsibilities (KRAs)

1. Revenue & Portfolio Growth

* Own portfolio revenue targets and growth.

* Drive cross-sell, upsell, renewals, and expansion opportunities.

* Develop account growth plans and maintain revenue forecasts.

Success Metrics: Portfolio Revenue, Expansion Revenue, Cross-sell/Upsell Revenue, Renewal Rate, Forecast Accuracy.

2. Strategic Account Management

* Build and nurture executive stakeholder relationships.

* Understand customer business goals and drive product adoption.

* Act as a trusted advisor while maintaining account plans and health.

Success Metrics: Account Health Score, Stakeholder Engagement, Customer Satisfaction

3. Customer Success & Adoption

* Ensure successful onboarding, activation, and product adoption.

* Proactively identify churn risks and manage escalations through cross-functional collaboration.

Success Metrics: Activation Rate, Product Adoption, Churn Rate, Time-to-Value, Escalation Resolution

4. Commercial Discovery & Consulting

* Identify customer pain points and recommend relevant Nitro solutions.

* Uncover monetization opportunities and champion new product adoption.

Success Metrics: Qualified Opportunities, Product Attach Rate, Expansion Pipeline, Product Penetration.

5. Operational Excellence

* Maintain CRM hygiene and accurate account documentation.

* Ensure timely invoicing, collections, renewals, and business reviews while collaborating across Sales, Product, and Marketing.

Success Metrics: CRM Accuracy, Collection Efficiency, Forecast Accuracy, SLA Compliance

Ideal Candidate

* 3–6 years of experience in Customer Success, Account Management or SaaS.

* Strong commercial acumen with proven revenue ownership.

* Experience managing Enterprise and Mid-Market customers.

* Excellent communication and stakeholder management skills.

* Comfortable with data analysis and business reporting.

* Ability to work cross-functionally with Product, Sales and Marketing.

* Highly organized with strong ownership and accountability.

Core Competencies

* Commercial Mindset

* Strategic Thinking

* Business Acumen

* Negotiation Skills

* Relationship Management

* Problem Solving

* Data-Driven Decision Making

* Executive Communication

* Ownership & Accountability

* Cross-functional Collaboration

What Success Looks Like After 6 Months

The KAM should be able to:

* Independently own a portfolio and consistently achieve revenue targets.

* Present business reviews with actionable commercial recommendations.

* Drive cross-sell and upsell conversations without managerial intervention.

* Identify churn risks early and execute retention strategies.

* Maintain excellent CRM hygiene and operational discipline.

* Build strong customer relationships while representing Nitro as a trusted business partner.