Country Manager

Job Description

About the Company

Our client is an AI-first SaaS company serving the Retail and e-Commerce industries across Asia Pacific. Its cloud-native, enterprise-grade platforms cover POS, CRM, Inventory, Promotions, PIM, OMS, WMS, LMS and marketplace integration, built on a secure, scalable M.A.C.H architecture. They help retailers improve customer experience, reduce IT overhead and grow in a fast-evolving commerce environment.

About the Role

We are hiring a Country Manager Customer Success (India) to own customer relationships, retention and revenue growth across the India market, with a primary focus on the West region. This is a farming and account management role. You will manage large enterprise accounts, work closely with CXOs, and build and lead a high-performing Customer Success team.

Key Responsibilities

• Own and drive the Customer Success strategy across India, with end-to-end accountability for the customer lifecycle and outcomes.
• Build and lead executive relationships with CXOs, positioning the organization as a strategic transformation partner.
• Drive revenue growth through renewals, upsell, cross-sell and long-term account expansion.
• Handle commercial negotiations, contract renewals and invoicing for enterprise accounts.
• Establish strong governance frameworks, including QBRs, success plans and value realization tracking.
• Align cross-functional teams (Sales, Product, Delivery, Finance) to deliver seamless customer outcomes.
• Build, mentor and lead a high-performing Customer Success team with clear metrics, accountability and leadership development.
• Act as the voice of the customer to influence product innovation and go-to-market strategy, and share market insights.
• Manage escalations effectively and protect long-term customer satisfaction.

Mandatory Requirements

• 18+ years of leadership experience in Enterprise Sales, Consulting or Customer Success within enterprise software or technology-led environments.
• Direct ERP / SAP sales experience is essential. Experience in SAP partner organizations or ERP/SAP sales is strongly preferred.
• Direct B2B SaaS / enterprise software selling. Candidates whose experience is mainly through distributors or channel partners will not be considered.
• Proven record in strategic account management, customer retention, upselling and cross-selling.
• Strong executive presence and credibility at CXO level, with excellent communication and a polished personality.
• Experience managing large, complex enterprise portfolios, commercial negotiations and invoicing.
• Proven ability to build and lead collaborative, high-performance teams.
• Currently based in Mumbai, and willing to work onsite (MonFri) and travel domestically for around 3 weeks per month.

Preferred Background

• ERP, SAP, Retail Technology, Unified Commerce, POS, WMS or Supply Chain software organizations.
• Experience selling to Retail, Manufacturing, E-commerce, Fashion & Apparel or Distribution.
• Strong new-business sales professionals with ERP/SAP experience may apply if they are keen to move into account management.

Not Suited For

Profiles from HCM/HRMS, Payroll, BFSI, Travel Technology, EdTech, CPaaS or CRM-only software backgrounds.

What You Bring

• Ability to align customer and organizational vision into a shared long-term strategic roadmap.
• High emotional intelligence to manage executive relationships, negotiations and escalations.
• A detail-oriented, governance-focused approach, combining commercial discipline with execution excellence.

Why Join

• Lead with innovation in an AI-first, cloud-native product company.
• Work with diverse teams across markets and influence retail transformation.
• A collaborative culture with continuous learning and cross-functional exposure.
• Make a measurable impact on customer revenue and efficiency.

How to Apply

Click Apply on Naukri, or email your updated CV to [email removed] with the subject line “Country Manager – Customer Success (India)”. Please include your current CTC, expected CTC, notice period and current location.