WHO WE ARE

Sapaad is a global leader in unified commerce platforms, delivering world-class software solutions for the food and beverage industry. Our flagship product, also named Sapaad, has achieved remarkable success over the past decade, empowering thousands of F&B; businesses across 40+ countries—with many more coming onboard each day.

Driven by a passionate team of developers, designers, and product experts, Sapaad is constantly evolving—introducing innovative, industry-defining features that set the benchmark for F&B; tech. Headquartered in Singapore, with offices across five countries, Sapaad is backed by seasoned technology veterans with deep expertise in web, mobility, and e-commerce.

ROLE OVERVIEW

We are looking for a highly proactive and commercially minded Customer Success & Retention Executive to take ownership of customer retention, subscription renewals, account growth, and churn reduction.

The primary objective of this role is to protect and grow recurring revenue by building robust relationships with customers, developing deep knowledge of the Sapaad product ecosystem, identifying accounts at risk of churn, resolving customer concerns proactively, and ensuring renewals are managed well ahead of expiry.

The role will work closely with Subscription Management, Sales, Support, Product, Finance, and other internal teams to ensure customers remain engaged, renew on time, and expand their relationship with Sapaad.

KEY RESPONSIBILITIES

Customer Retention & Churn Management

- Take active ownership of customer retention and churn reduction across the assigned customer portfolio.
- Proactively identify accounts showing signs of churn risk and engage them before cancellation becomes likely.
- Understand the underlying reasons for potential cancellations, including product, service, pricing, competitive, and operational concerns.
- Develop appropriate retention strategies for individual at-risk accounts.
- Conduct proactive calls and meetings with customers to resolve concerns and rebuild engagement.
- Negotiate commercially appropriate solutions to retain valuable customer accounts.
- Maintain structured records of churn reasons and identify recurring patterns requiring management attention.
- Work closely with Support, Product, and other teams to escalate and resolve issues contributing to customer dissatisfaction.

Renewal Management





- Own the renewal cycle for assigned customer accounts from initial engagement through successful renewal.
- Maintain a clear renewal pipeline with 30-, 60-, and 90-day visibility of upcoming renewals.
- Engage customers well ahead of subscription expiry rather than waiting until the renewal date.
- Ensure renewal discussions, quotations, negotiations, follow-ups, and payment coordination are completed on time.
- Identify renewal risks early and establish appropriate action plans.
- Follow up persistently and professionally until renewals are concluded.
- Increase conversion of customers from shorter-term subscriptions to annual or longer-term commitments where appropriate.

Customer Success & Product Adoption

- Develop strong working knowledge of the complete Sapaad product portfolio and its value proposition.
- Understand each customer's business, operational requirements, existing product usage, and potential areas where Sapaad can provide additional value.
- Proactively educate customers about relevant product features, modules, integrations, and capabilities.
- Identify underutilized functionality and work with customers to improve product adoption.
- Act as a trusted point of contact for customers on subscription, renewal, and account-related matters.
- Ensure customers are connected to the appropriate internal teams whenever product or technical intervention is required.

Upselling & Account Growth

- Identify opportunities to increase revenue from the existing customer base.
- Proactively recommend relevant modules, additional licenses/outlets, plan upgrades, integrations, and other Sapaad products based on customer requirements.
- Maintain an active upsell and cross-sell pipeline.
- Coordinate with Sales and other internal teams where additional commercial or technical support is required.
- Balance retention with account growth, ensuring upselling is based on genuine customer value and requirements.
- Contribute toward increasing recurring revenue and Net Revenue Retention (NRR).

Negotiation & Customer Engagement

- Handle difficult renewal and retention conversations confidently and professionally.




- Understand customer objections and negotiate solutions without unnecessarily discounting or compromising commercial value.
- Build relationships with relevant customer stakeholders and decision-makers.
- Demonstrate persistence and urgency in following up on pending renewals and at-risk accounts.
- Escalate critical accounts early rather than allowing issues to remain unresolved.

Subscription & Revenue Coordination

- Coordinate subscription upgrades, downgrades, renewals, cancellations, and account changes.
- Ensure agreed commercial terms are accurately reflected in subscription and billing records.
- Work with internal teams to ensure subscription and customer records remain accurate and current.

Reporting & Accountability

- Maintain an accurate pipeline of upcoming renewals, at-risk customers, retention activities, and upsell opportunities.
- Provide management with regular visibility into major churn risks and recommended actions.
- Analyze churn trends and recommend improvements to processes, products, pricing, or customer engagement.
- Track and report key metrics including:

>Customer churn rate >Gross Revenue Retention (GRR)

>Net Revenue Retention (NRR)

>Renewal rate

>Renewal value

>Revenue saved through retention activities

>Upsell and cross-sell revenue

>At-risk account recovery rate

>Primary reasons for churn

REQUIRED EXPERIENCE & SKILLS

- 3–6 years of experience in SaaS Customer Success, Account Management, Subscription Management, Retention, or a similar customer-facing commercial role.
- Experience managing renewals, customer retention, and churn within a recurring-revenue or subscription business.
- Strong negotiation, objection-handling, and customer relationship skills.
- Strong commercial mindset with the ability to balance customer satisfaction with revenue protection.
- Ability and willingness to develop deep product knowledge.
- Excellent written and verbal communication skills.
- Strong follow-up discipline and ability to manage a large portfolio of customer accounts simultaneously.
- Comfortable handling difficult customer conversations and resolving escalations.
- Strong analytical skills and proficiency with Excel / Google Sheets and CRM or subscription management systems.
- Experience with B2B SaaS, POS, restaurant technology, payments, or hospitality technology would be an advantage.

📌 Customer Success Executive (India)
🏢 Sapaad
📍 India