Role Overview We are looking for an experienced Customer Success Manager (Key Accounts) to lead a team of 25–30 Account Managers responsible for managing and growing Unicommerce's existing customer base. This is a strategic leadership role focused on improving customer retention, increasing Net Revenue Retention (NRR), expanding share of wallet, and driving upselling and cross-selling opportunities across enterprise and mid-market accounts. The ideal candidate should have strong people leadership, commercial acumen, stakeholder management, and experience leading large account management or customer success teams within a B2B SaaS environment.

Key Responsibilities Account Growth & Customer Success

Own the growth and retention of a portfolio of existing enterprise and mid-market customers.

Drive improvements in Net Revenue Retention (NRR), customer retention, and account expansion.

Increase share of wallet by identifying opportunities for upselling, cross-selling, and multi-product adoption.

Lead strategic account planning and Quarterly Business Reviews (QBRs) for key customers.

Partner with enterprise customers to understand business objectives and recommend solutions that maximize value.

Build strong executive relationships and act as a trusted advisor to key stakeholders.

Monitor customer health, proactively mitigate churn risks, and improve customer lifetime value. Team Leadership

Lead, mentor, and develop a team of 25–30 Account Managers.

Set explicit goals, KPIs, and performance expectations for the team.

Drive a high-performance culture focused on customer outcomes and revenue growth.

Coach the team on account planning, commercial negotiations, renewals, stakeholder management,



and expansion strategies.

Conduct regular performance reviews, pipeline reviews, and account strategy sessions.

Build scalable processes and best practices to improve team productivity and customer experience.

Commercial

Excellence

Own renewal forecasting and account growth planning.

Drive upselling and cross-selling initiatives to maximize recurring revenue.

Support commercial negotiations, pricing discussions, and contract renewals for strategic accounts.

Collaborate with Sales to identify expansion opportunities and execute growth strategies.

Track key revenue metrics and ensure achievement of business targets. Cross-Functional Collaboration

Work closely with Product, Sales, Customer Success, Support, and Operations teams to deliver an exceptional customer experience.

Act as the voice of the customer by sharing feedback and influencing product enhancements.

Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Required Skills & Qualifications

7–9 years of experience in Key Account Management, Enterprise Account Management, Customer Success, or Account Management within a B2B SaaS company.

Proven experience leading large Account Management or Customer Success teams (20+ members).

Strong track record of driving Net Revenue Retention (NRR), renewals, share of wallet, upselling, and cross-selling.

Experience managing enterprise customers and executive stakeholders.

Excellent leadership, coaching, negotiation, and stakeholder management skills.

Strong analytical skills with the ability to interpret customer and revenue metrics.

Experience with CRM platforms such as Salesforce, HubSpot, Zoho CRM, or similar.

📌 Manager - Customer Success Manager (Key Account Manager) (Gurugram)
🏢 Unicommerce
📍 Gurugram