Customer Success Manager

Roles & Responsibilities:

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:

- Strong Key Account Management / Customer Success profiles.

- 2+ years of hands-on experience in Key Account Management / Customer Success, with at least 2+ years in managing complex, high-value client relationships and delivering measurable growth/retention targets.

- Strong commercial acumen, negotiation, and strategic problem-solving, with a clearly analytical, data-driven approach to managing accounts.

- Proven experience in renewals, retention, upsell, cross-sell, and expansion within assigned accounts.

- Experience handling contract renewals, pricing discussions, and negotiation ownership.

- Startup / lean-team experience and demonstrated ability to handle high pace and high account volume.

- Proficiency with CRM tools, project management, and data analysis.

- 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.

- Must have exposure to the Indian market, with at least the most recent 2 years spent working in the Indian market.

- CTC is inclusive of 20 percent variable.

- Preferred: Engineering / technical background, or strong technical fluency.

- Preferred: Hands-on with QBRs, account strategy/forecasting, and upsell/cross-sell-led account expansion.