What you will do Account Strategy: Develop and execute strategic account plans with clear goals, growth objectives, and success metrics. Lead quarterly business reviews with senior stakeholders to evaluate performance and identify current opportunities. Collaborate cross-functionally to ensure seamless delivery and alignment with client priorities. Forecast and track key account metrics, including revenue, retention, and satisfaction. Relationship Building: Build deep, trusted partnerships with senior stakeholders across top accounts. Proactively engage to understand evolving business needs and strategic priorities. Strengthen credibility through insight-driven recommendations and consistent follow-through. Revenue Generation: Identify and execute upselling and cross-selling opportunities to drive account expansion. Lead contract negotiations to maximize revenue, profitability, and long-term value. Partner with leadership to shape commercial strategy and account growth plans. Customer Success: Guide clients through their journey from activation to adoption, growth, and advocacy. Monitor account health and address risks proactively. Collaborate with internal teams to deliver a world-class customer experience and champion client needs internally. Market Intelligence: Stay informed on industry trends, competitor movements, and customer insights. Leverage market data to refine account strategies and uncover growth opportunities. Ideal Candidate 1 Strong Key Account Management / Customer Success Profiles 2 Mandatory (Experience) – Must have 2 years of hands-on experience in Key Account Management / Customer Success,



with atleast 2 years in managing complex, high-value client relationships and delivering measurable growth/retention targets. 3 Mandatory (Skill 1) – Must have strong commercial acumen, negotiation, and strategic problem-solving, with a clearly analytical, data-driven approach to managing accounts. 4 Mandatory (Skill 2): Must have proven experience in renewals, retention, upsell, cross-sell, and expansion within assigned accounts 5 Mandatory (Skill 3): Must have experience handling contract renewals, pricing discussions, and negotiation ownership 6 Mandatory (Skill 4) – Must have startup / lean-team experience and demonstrated ability to handle high pace and high account volume 7 Mandatory (Tool) – Proficiency with CRM tools, project management, and data analysis. 8 Mandatory (Industry) – Must come from a product-based tech company in the D2C commerce-enablement ecosystem (checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics, or commerce ops), with direct hands-on experience in D2C retention and account expansion. 9 Mandatory (Market) – Must have exposure to the Indian market, with at least the most recent 2 years spent working in the Indian market. Purely global/international market experience will not be considered. 10 Mandatory (Note) – CTC is inclusive of 20 percent variable 11 Preferred (Background) – Engineering / technical background, or strong technical fluency explicitly valued by the client 12 Preferred (Functions) – Hands-on with QBRs, account strategy/forecasting (revenue, retention, satisfaction), and upsell/cross-sell-led account expansion.

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