Role Summary
We are seeking a proactive and strategic
Customer Success & Account Management Specialist
to drive client retention, expansion, and revenue growth. This role sits at the intersection of
sales, relationship management, and customer experience , requiring a balance of commercial acumen and customer-centric thinking.
You will own key accounts, ensure value realization for clients, and identify growth opportunities through deep engagement and consultative selling.
Key Responsibilities
1. Account Management & Client Success
Serve as the
primary point of contact
for assigned key accounts
Build trusted advisor relationships with stakeholders and decision-makers
Ensure successful onboarding, adoption, and ongoing satisfaction
Conduct regular business reviews (QBRs/MBRs) with clients
2. Revenue Growth & Expansion
Drive
upselling, cross-selling, and renewals
across accounts
Identify whitespace opportunities within existing client portfolios
Develop account growth plans aligned with client business goals
Consistently achieve or exceed revenue and retention targets
3.
Customer Experience & Retention
Monitor customer health metrics and proactively mitigate churn risks
Resolve escalations efficiently while maintaining client trust
Deliver a seamless and high-quality customer experience
4. Strategic Collaboration
Work closely with
Sales, Product, Marketing, and Delivery teams
Provide customer feedback to improve product/service offerings
Support go-to-market strategies and client-specific campaigns
5. Business Development
Identify and pursue recent opportunities within existing networks
Contribute to pipeline generation through referrals and relationships
Support proposal development and client presentations
Key Performance Indicators (KPIs)
Revenue growth from existing accounts (%)
Net Revenue Retention (NRR)
Customer Retention/Churn Rate
Upsell & Cross-sell conversion rates
Customer Satisfaction (CSAT) / Net Promoter Score (NPS)
Average deal size growth
Accoun