Customer Success Manager - B2B SaaS

Roles & Responsibilities: 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 new 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: - Strong Key Account Management / Customer Success profiles. - 2+ years of hands-on experience in Key Account Management / Customer Success, with at least 2+ years in managing complex, high-value client relationships and delivering measurable growth/retention targets. - Strong commercial acumen, negotiation, and strategic problem-solving, with a clearly analytical, data-driven approach to managing accounts. - Proven experience in renewals, retention, upsell, cross-sell, and expansion within assigned accounts. - Experience handling contract renewals, pricing discussions, and negotiation ownership. - Startup / lean-team experience and demonstrated ability to handle high pace and high account volume. - Proficiency with CRM tools, project management, and data analysis. - 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. - Must have exposure to the Indian market, with at least the most recent 2 years spent working in the Indian market. - CTC is inclusive of 20 percent variable. - Preferred: Engineering / technical background, or strong technical fluency. - Preferred: Hands-on with QBRs, account strategy/forecasting, and upsell/cross-sell-led account expansion.