Role Overview

We are looking for an experienced
Customer Success Manager (Key Accounts)
to lead a team of
25–30 Account Managers
responsible for managing and growing Unicommerce's existing customer base. This is a strategic leadership role focused on improving customer retention, increasing Net Revenue Retention (NRR), expanding share of wallet, and driving upselling and cross-selling opportunities across enterprise and mid-market accounts.

The ideal candidate should have solid people leadership, commercial acumen, stakeholder management, and experience leading large account management or customer success teams within a B2B SaaS setting.

Key Responsibilities

Account Growth & Customer Success
Own the growth and retention of a portfolio of existing enterprise and mid-market customers.
Drive improvements in
Net Revenue Retention (NRR)
, customer retention, and account expansion.
Increase
share of wallet
by identifying prospects for upselling, cross-selling, and multi-product adoption.
Lead strategic account planning and Quarterly Business Reviews (QBRs)



for key customers.
Partner with enterprise customers to understand business objectives and recommend solutions that maximize value.
Build solid executive relationships and act as a trusted advisor to key stakeholders.
Monitor customer health, proactively mitigate churn risks, and improve customer lifetime value.

Team Leadership
Lead, mentor, and develop a team of
25–30 Account Managers
.
Set clear goals, KPIs, and performance expectations for the team.
Drive a high-performance culture focused on customer outcomes and revenue growth.
Coach the team on account planning, commercial negotiations, renewals, stakeholder management, and expansion strategies.
Conduct regular performance reviews, pipeline reviews, and account strategy sessions.
Build scalable processes and best practices to improve team productivity and customer experience.

Commercial Excellence
Own renewal forecasting

📌 Manager Customer Success Manager Key Account Manager Gurugram (India)
🏢 Unicommerce
📍 India