Job DescriptionWe 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 quick-paced product-led technology environment. NWhat You Will Don 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 fast-paced, lean-team/startup environment with multiple accounts.



NnRequirementsnMandatory Requirements Nn 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 astartup or lean-team environment with high pace and account volume. N Proficiency with CRM, project management, and data analysis tools. N Must have experience ina 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. NnPreferred Qualifications Nn Engineering or technical background, or robust technical fluency. N Experience owning QBRs,account strategy, revenue forecasting, retention forecasting, and customer satisfaction metrics. N Robust experience with data-led account expansion and commercial strategy. N

📌 Customer Success Manager (Vasanthanagar)
🏢 shopflo
📍 Vasanthanagar