Customer Success Manager (B2B SaaS)

What You’ll Do

Account Strategy

• Develop and execute strategic account plans with clear growth, revenue, retention and success goals.
• Lead QBRs with senior stakeholders to review performance and identify growth opportunities.
• Partner cross-functionally to align delivery with client priorities.
• Track and forecast key account metrics including revenue, retention and satisfaction.

Relationship Management

• Build trusted relationships with senior stakeholders across key accounts.
• Understand evolving business needs and proactively identify opportunities and risks.
• Strengthen client relationships through insight-led recommendations and consistent execution.

Revenue & Account Expansion

• Drive upsell, cross-sell, renewals and account expansion.
• Own contract renewals, pricing discussions and commercial negotiations.
• Partner with leadership on commercial strategy and account growth plans.

Customer Success

• Drive customers from activation and adoption to growth and advocacy.
• Monitor account health, identify risks and implement mitigation plans.
• Champion customer needs internally and ensure a high-quality customer experience.

Market Intelligence

• Track industry trends, competitor activity and customer insights.
• Use market intelligence and account data to refine strategies and uncover growth opportunities.

Ideal Candidate

Mandatory

1. 2+ years of hands-on experience in Key Account Management / Customer Success, including managing complex, high-value accounts with measurable growth and retention targets.
2. Strong commercial acumen, negotiation and strategic problem-solving with a data-driven approach to account management.
3. Proven track record in renewals, retention, upsell, cross-sell and account expansion.
4. Experience owning contract renewals, pricing discussions and commercial negotiations.
5. Experience working in startups / lean teams, with the ability to manage high pace and high account volumes.
6. Proficiency with CRM, project management and data analysis tools.
7. Must come from a product-led technology company in the D2C commerce-enablement ecosystem, such as checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics or commerce operations.
8. Direct hands-on experience managing D2C retention and account expansion.
9. Must have Indian market experience, with at least the most recent 2 years in India. Purely global/international market experience will not be considered.
10. CTC includes 20% variable.

Preferred

• Engineering / technical background or strong technical fluency.
• Hands-on experience with QBRs, account strategy, revenue forecasting, retention metrics and satisfaction tracking.
• Strong experience driving upsell/cross-sell-led account expansion.