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



n n n Requirements n Mandatory Requirements n n 2+ years of hands-on experience in Key Account Management or Customer Success, including experience managing complex, high-value accounts. n Proven track record in renewals, retention, upsell, cross-sell, and account expansion . n Strong commercial acumen with experience in negotiation, pricing, and contract renewals . n Highly analytical and data-driven approach to account management and problem-solving. n Experience working in a startup or lean-team environment with high pace and account volume. n Proficiency with CRM, project management, and data analysis tools . n 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. n Direct experience managing D2C-focused customer retention and account expansion . n Strong exposure to the Indian market , with at least the most recent 2 years working with Indian customers/accounts . n Purely global/international market experience will not be considered. n n n Preferred Qualifications n n Engineering or technical background, or strong technical fluency. n Experience owning QBRs, account strategy, revenue forecasting, retention forecasting, and customer satisfaction metrics . n Strong experience with data-led account expansion and commercial strategy. n

📌 Customer Success ManagerB SaaS) (Bengaluru)
🏢 shopflo
📍 Bengaluru