Fynd is India s largest omnichannel platform and a multi-platform tech company specializing in retail technology and products in AI ML big data image editing and the learning space It provides a unified platform for businesses to seamlessly manage online and offline sales store operations inventory and customer engagement Serving over 2 300 brands Fynd is at the forefront of retail technology transforming customer experiences and business processes across various industries We re looking for a self motivated KAM who is obsessed with retaining enterprise accounts on Fynd OMS WMS and expanding revenue via cross sell and upsell of other Fynd products You ll be the trusted partner for our largest customers driving adoption solving operational challenges and uncovering growth opportunities across their eCommerce and supply chain workflows What will you do at Fynd Own retention renewals for a portfolio of enterprise customers using Fynd OMS WMS maintain high GRR and drive NRR expansion Cross sell upsell complementary Fynd products e g apps integrations analytics channels through consultative discovery and value mapping Drive product adoption create and execute success plans playbooks onboarding training and QBR MBR cadences with operations tech and business stakeholders Be the voice of the customer funnel feedback to Product Engineering to influence roadmap champion solutions that reduce churn risk Lead executive relationships navigate complex orgs run ROI reviews and secure multi year renewals eCommerce operations advisor diagnose OMS WMS inventory order routing fulfillment returns and SLA bottlenecks recommend best practices Commercial ownership forecast expansions manage pricing terms with Sales Finance and track pipeline in the CRM Risk management build health scores surface churn signals early and run save plays with cross functional teams Support Solutions Onboarding Operational excellence maintain clean CRM hygiene produce accurate renewal expansion forecasts and report on account health adoption metrics Some specific Requirements 3-4 years of experience in SaaS Account Management Customer Success handling enterprise or upper mid market accounts Solid understanding of SaaS products and eCommerce operations ideally across OMS WMS inventory management fulfillment and returns Proven track record of retention renewals and cross sell upsell with measurable revenue impact Strong stakeholder management comfortable with ops leaders product IT procurement and C level Analytical data driven problem solver proficiency with Excel Sheets SQL basics a plus Excellent communication executive presence negotiation and meeting facilitation skills Self starter with high ownership urgency and the ability to manage multiple complex accounts Nice to HaveExperience with marketplaces D2C platforms e g Shopify Magento 3PLs last mile or ERP inventory systems Familiarity with product analytics and support stacks e g Mixpanel Amplitude Jira Zendesk and Salesforce HubSpot Knowledge of APIs integrations and basic technical scoping KPIs You ll OwnGross Revenue Retention GRR and Net Revenue Retention NRR Churn rate and on time renewal rate Expansion cross sell upsell pipeline and win rate Product adoption usage milestones active users feature utilization time to value NPS CSAT and support SLA adherence for your accounts Accuracy of renewal expansion forecasting and CRM hygiene How We WorkCustomer first outcome oriented and team-oriented across Sales Solutions Product and Support Willingness to travel for QBRs site visits or go lives as needed EducationBachelor s degree or equivalent practical experience What do we offer GrowthGrowth knows no bounds as we foster an environment that encourages creativity embraces challenges and cultivates a culture of continuous expansion We are looking at new product lines international markets and brilliant people to grow even further We teach groom and nurture our people to become leaders You get to grow with a company that is growing exponentially Flex University We help you upskill by organising in-house courses on important subjects Learning Wallet You can also do an external course to upskill and grow we reimburse it for you Culture Community and Team building activities Host weekly quarterly and annual events parties Wellness Mediclaim policy for you parents spouse kids We work from the office 5 days a week to promote collaboration and teamwork Join us to make an impact in an engaging in-person environment