About the role The Senior Success Manager is the strategic partner for eGenie's most valuable and complex FMCG accounts. Alongside owning the relationship and the analytics, this person sets account strategy, leads business reviews with senior client stakeholders, owns escalations, and drives account growth — while raising the bar for the wider Success function through playbooks and best practice.
Key Responsibilities
- Own the strategic / key accounts and senior client relationships end-to-end.
- Build and execute account success plans; lead Quarterly Business Reviews as strategic, data-backed sessions that demonstrate value and align on the next quarter's goals — not status updates.
- Read the Digital Shelf and write your own Databricks queries so every recommendation is anchored in data.
- Set and govern client expectations; own escalations end-to-end with clear communication and follow-through.
- Identify and drive account growth — additional brands, platforms, or modules.
- Engage proactively: monitor account health, anticipate needs, and mitigate risk before it becomes an issue.
- Act as the voice of the customer, converting client feedback into product and roadmap inputs.
- Mentor peers and contribute to playbooks, review templates,
and best practice across the Success function.
Key Result Areas
- Retention and renewal of the strategic account portfolio.
- Account growth and expansion across brands, platforms, or modules.
- QBR cadence and quality; value demonstrated through data.
- Portfolio health and proactive risk mitigation.
- Client satisfaction and strength of executive relationships.
- Contribution to team playbooks, best practice, and peer coaching.
Skills & Requirements
Must-have
- Proven client success or account management track record on high-value or complex accounts.
- Robust independent SQL on Databricks (Structural query language)
- Solid grasp of e-commerce, quick-commerce and the Digital Shelf, with the ability to translate platform data into business outcomes.
- Executive presence to lead strategic reviews.
- Consultative problem-solving, expectation management, and a proactive mindset.
Good-to-have
- FMCG brand- or platform-side experience.
- Retail-media depth (ROAS, ad performance).
- Experience setting best practice or mentoring within a success / account team.
- BI tools such as Power BI.