Customer Success Manager (B2B SaaS)

What you will doAccount 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 Candidate1Strong Key Account Management / Customer Success Profiles2Mandatory (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.3Mandatory (Skill 1) – Must have strong commercial acumen, negotiation, and strategic problem-solving, with a clearly analytical, data-driven approach to managing accounts.4Mandatory (Skill 2): Must have proven experience in renewals, retention, upsell, cross-sell, and expansion within assigned accounts5Mandatory (Skill 3): Must have experience handling contract renewals, pricing discussions, and negotiation ownership6Mandatory (Skill 4) – Must have startup / lean-team experience and demonstrated ability to handle high pace and high account volume7Mandatory (Tool) – Proficiency with CRM tools, project management, and data analysis.8Mandatory (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.9Mandatory (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.10Mandatory (Note) – CTC is inclusive of 20 percent variable11Preferred (Background) – Engineering / technical background, or strong technical fluency explicitly valued by the client12Preferred (Functions) – Hands-on with QBRs, account strategy/forecasting (revenue, retention, satisfaction), and upsell/cross-sell-led account expansion.