What You’ll Do
Account Strategy
Develop and execute strategic account plans with transparent 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




2+ years of hands-on experience in Key Account Management / Customer Success, including managing complex, high-value accounts with measurable growth and retention targets.
Strong commercial acumen, negotiation and strategic problem-solving with a data-driven approach to account management.
Proven track record in renewals, retention, upsell, cross-sell and account expansion .
Experience owning contract renewals, pricing discussions and commercial negotiations .
Experience working in startups / lean teams , with the ability to manage high pace and high account volumes.
Proficiency with CRM, project management and data analysis tools .
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 .
Direct hands-on experience managing D2C retention and account expansion .
Must have Indian market experience , with at least the most recent 2 years in India . Purely global/international market experience will not be considered.
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) (Vasanth Nagar)
🏢 shopflo
📍 Vasanth Nagar