Job Description

We are looking for a Key Account Management / Customer Success skilled to manage high-value client relationships, drive retention and expansion, and build long-term strategic partnerships. The ideal candidate should have strong commercial acumen, analytical thinking, and experience working in a fast-paced product-led technology environment.

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What You Will Do

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- Develop and execute strategic account plans focused on retention, growth, and expansion.
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- Manage complex, high-value accounts and build trusted relationships with senior stakeholders.
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- Lead QBRs, account reviews, and strategic business discussions.
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- Drive renewals, upselling, cross-selling, and account expansion.
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- Own contract renewals, pricing discussions, and commercial negotiations.
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- Track and forecast key account metrics including revenue, retention, satisfaction, and account health.
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- Identify risks proactively and develop data-driven action plans to improve customer outcomes.
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- Partner with cross-functional teams to ensure seamless product adoption and service delivery.
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- Understand customer business needs and provide insight-led recommendations.
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- Monitor industry trends, competitor activity, and customer insights to identify growth opportunities.
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- Work effectively in a fast-paced, lean-team/startup environment with multiple accounts.
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Requirements

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Mandatory Requirements

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- 2+ years of hands-on experience in Key Account Management or Customer Success, including experience managing complex, high-value accounts.
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- Proven track record in renewals, retention, upsell, cross-sell, and account expansion.
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- Strong commercial acumen with experience in negotiation, pricing, and contract renewals.
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- Highly analytical and data-driven approach to account management and problem-solving.
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- Experience working in a startup or lean-team environment with high pace and account volume.
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- Proficiency with CRM, project management, and data analysis tools.
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- Must have experience in a product-based technology company within the D2C commerce-enablement ecosystem, such as checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics, or commerce operations.
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- Direct experience managing D2C-focused customer retention and account expansion.
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- Strong exposure to the Indian market, with at least the most recent 2 years working with Indian customers/accounts.
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- Purely global/international market experience will not be considered.
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Preferred Qualifications

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- Engineering or technical background, or strong technical fluency.
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- Experience owning QBRs, account strategy, revenue forecasting, retention forecasting, and customer satisfaction metrics.
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- Solid experience with data-led account expansion and commercial strategy.
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📌 Customer Success ManagerB SaaS) (Bengaluru)
🏢 shopflo
📍 Bengaluru