Key Responsibilities

● Provide strong account management to existing clients, offering structural support and keeping them informed about recent products, features, and services that add value to their business.

● Drive customer success by increasing product adoption, managing long-term customer relationships, conducting regular business reviews, and sharing industry best practices.

● Own customer retention by proactively identifying risks, addressing concerns, and ensuring continued value realization.

● Lead upselling and cross-selling initiatives by identifying growth opportunities within existing accounts and aligning solutions to customer needs.

● Serve as the primary point of escalation for customer issues, troubleshooting challenges and ensuring timely and effective resolution.

● Coach customers to become product experts and guide their teams on best practices to enable greater self-sufficiency.

● Manage renewals,



expansion opportunities, and revenue growth while consistently striving to deliver measurable value to clients.

● Maintain a regular cadence of analytical and performance reviews to track key metrics critical to client success and business outcomes.

Skills Required

● Proven experience in customer success, account management, or a similar client-facing role.

● Excellent communication and interpersonal skills, with the ability to build strong rapport and trust with clients.

● Strong ability to manage multiple client accounts simultaneously while prioritizing effectively.

● Prior experience collaborating cross-functionally within a fast-growing SaaS /Supply chain company; operating at the intersection of product, sales and delivery.

📌 Associate - Customer Success (KAM) (Mumbai)
🏢 Unicommerce
📍 Mumbai