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 solid 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 clear 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.