What You’ll Do

Account Strategy

- Develop and execute strategic account plans with clear growth, revenue, retention and success goals .
- Lead QBRs with senior stakeholders to review performance and identify growth opportunities.
- Partner cross-functionally to align delivery with client priorities.
- Track and forecast key account metrics including revenue, retention and satisfaction .

Relationship Management

- Build trusted relationships with senior stakeholders across key accounts.
- Understand evolving business needs and proactively identify opportunities and risks.
- Strengthen client relationships through insight-led recommendations and consistent execution .

Revenue & Account Expansion

- Drive upsell, cross-sell, renewals and account expansion .
- Own contract renewals, pricing discussions and commercial negotiations.
- Partner with leadership on commercial strategy and account growth plans .

Customer Success

- Drive customers from activation and adoption to growth and advocacy .
- Monitor account health, identify risks and implement mitigation plans.
- Champion customer needs internally and ensure a high-quality customer experience.

Market Intelligence

- Track industry trends, competitor activity and customer insights .
- Use market intelligence and account data to refine strategies and uncover growth opportunities.

Ideal Candidate

Mandatory

1.



2+ years of hands-on experience in Key Account Management / Customer Success, including managing complex, high-value accounts with measurable growth and retention targets.
2. Solid commercial acumen, negotiation and strategic problem-solving with a data-driven approach to account management.
3. Proven track record in renewals, retention, upsell, cross-sell and account expansion .
4. Experience owning contract renewals, pricing discussions and commercial negotiations .
5. Experience working in startups / lean teams , with the ability to manage high pace and high account volumes.
6. Proficiency with CRM, project management and data analysis tools .
7. Must come from a product-led technology company in the D2C commerce-enablement ecosystem, such as checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics or commerce operations .
8. Direct hands-on experience managing D2C retention and account expansion .
9. Must have Indian market experience , with at least the most recent 2 years in India . Purely global/international market experience will not be considered.
10. CTC includes 20% variable .

Preferred

- Engineering / technical background or strong technical fluency.
- Hands-on experience with QBRs, account strategy, revenue forecasting, retention metrics and satisfaction tracking .
- Strong experience driving upsell/cross-sell-led account expansion .

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