We re looking for someone who thinks product-first someone who deeply understands Shopflo s offerings and can proactively guide merchants on how to best use them to drive tangible business impact This role requires experience working with India-based non-enterprise clients ideally in high-volume quick-paced environments Robust farming skills are essential you should be excellent at building authority-driven relationships driving adoption and unlocking growth within both existing and newly onboarded accounts What You ll Do Be the point of contact for your assigned accounts after go-live build trust understand their business and help them succeed Train onboard and guide clients on product usage best practices and new features Proactively drive adoption by monitoring engagement metrics and identifying early warning signs or drop-offs Conduct regular check-ins and Quarterly Business Reviews QBRs to assess goals and performance Own customer retention reduce churn and drive renewals by delivering consistent value Bring feedback loops from customer interactions to the Product and Engineering teams Act as a product champion showcasing new features and helping clients get the most out of what we build What We re Looking For 2-4 years of experience in Customer Success or Account Management preferably in a SaaS B2B B2C D2C or tech-first startup environment Excellent verbal and written communication you re articulate clear and comfortable handling tough client conversations Strong problem-solving skills you don t wait for answers you dig understand and deliver Ability to handle ambiguity and juggle multiple accounts without dropping the ball A proactive ownership-driven mindset we value people who take initiative and follow through