About ZOCA ZOCA is building products that help businesses simplify their operations, improve customer engagement, and drive growth. As we continue to scale our US SMB business, we are looking for an experienced Senior Account Manager to own the customer relationship and commercial health of a portfolio of US SMB customers.

This is a high-ownership role responsible for driving retention, expansion, customer satisfaction, and net revenue retention across an existing customer base.

We are looking for a Account Manager who can take complete ownership of a portfolio of US SMB customers and drive both customer outcomes and revenue growth.

You will be responsible for protecting the existing revenue base while identifying and executing opportunities to expand customer relationships through upsells, cross-sells, additional locations, product adoption, and other expansion opportunities.

The ideal candidate has deep experience in subscription SaaS account management, with a solid track record in farming, retention, expansion, and managing a high-velocity SMB customer portfolio.

This is a commercially-oriented account management role. You should be comfortable having conversations about value, renewals, pricing, product adoption, expansion, and retention — while ensuring customers have a solid overall experience with ZOCA.

You will have direct ownership of the commercial and relationship health of your assigned customer portfolio, including:

NRR – Net Revenue Retention

Renewal performance

Customer relationship health

What You'll DoCustomer Portfolio Management

Proactively manage customer health and identify risks before they become churn events.

Segment and prioritize your portfolio based on revenue, growth potential, engagement, and risk.

Establish a consistent cadence of customer engagement appropriate to the account's size, value, and health.

Proactively identify customers showing signs of churn risk and develop structured save plans.

Lead renewal conversations and address commercial, product, adoption, and relationship-related objections.





Understand the underlying reason behind customer churn risk rather than simply reacting to cancellation requests.

Execute effective retention strategies including value reinforcement, product adoption, stakeholder engagement, and commercial negotiation.

Recover at-risk customers and execute churn win-backs where appropriate.

Identify and execute opportunities to grow existing customer revenue.

Conduct commercial conversations and negotiate expansion opportunities.

Customer Experience

Take ownership of overall customer satisfaction and relationship health.

Partner closely with Product, Support, Sales, and Operations teams to resolve customer issues and improve the customer experience.

Data, Forecasting & Execution

Maintain accurate customer health, renewal, expansion, and forecast data in the CRM.

Develop action plans for customers at risk and track progress against those plans.

Use data to prioritize where to spend time across a high-volume SMB customer base.

3-5 years of experience in Account Management, Customer Success, Client Management, or a similar customer-facing commercial role.

- Strong experience in B2B SaaS / subscription-based businesses.
- Proven experience managing and growing an existing customer portfolio.
- Strong hands-on experience in farming, retention, renewals, and expansion.
- Experience managing customers in the US market while working from India.
- Strong experience working with the SMB segment.
- Experience managing a high-velocity customer portfolio with a large number of accounts.
- Strong commercial and negotiation skills.
- Comfortable working with customer data, metrics, forecasts,



and CRM systems.
- Experience in a SaaS business with monthly or annual recurring revenue.

Experience managing SMB customers at scale.

Experience owning a book of business against GRR/NRR targets.

Experience with churn saves, win-backs, downgrade prevention, and renewal negotiations.

Experience owning or influencing CSAT and NPS.

Experience working in a high-growth startup or high-velocity SaaS environment.

Experience with Salesforce, HubSpot, Gainsight, or similar CRM/customer success platforms.

Success in this role means growing and protecting the revenue in your portfolio while creating strong customer relationships.

Which customers are at risk? Why are they at risk? You don't view Account Management as simply servicing customers. You understand how to protect revenue and create opportunities to grow it.

You identify churn risk and expansion opportunities before they become obvious.

You can take an existing customer relationship and systematically grow its value over time.

You can confidently discuss renewals, pricing, cancellations, downgrades, and commercial objections.

Are data-driven: You know your portfolio numbers and use data to prioritize your time and actions.

You can effectively manage a high-volume SMB portfolio without every account requiring a completely bespoke approach.

You own the outcome — whether that means saving a customer, expanding an account, improving NPS, or fixing a customer experience issue.

Play a critical role in building ZOCA's retention and expansion engine.

Have direct visibility into the commercial impact of your work.

Partner closely with Sales, Product, Support, and Operations teams.

Opportunity to grow into senior Account Management, Customer Success, or leadership roles as ZOCA scales.

If you're an experienced SaaS Account Manager who knows how to protect revenue, grow existing accounts, and build long-term customer relationships in the US SMB market, we'd love to hear from you.

📌 Account Management Support Executive (Bengaluru)
🏢 ZOCAAI Technologies Private
📍 Bengaluru