Customer Success Manager (B2B SaaS)

What You’ll DoAccount StrategyDevelop and execute strategic account plans with clear growth, revenue, retention and success goals.Lead QBRs with senior stakeholders to review performance and identify growth opportunities.Partner cross-functionally to align delivery with client priorities.Track and forecast key account metrics including revenue, retention and satisfaction.Relationship ManagementBuild trusted relationships with senior stakeholders across key accounts.Understand evolving business needs and proactively identify opportunities and risks.Strengthen client relationships through insight-led recommendations and consistent execution.Revenue & Account ExpansionDrive upsell, cross-sell, renewals and account expansion.Own contract renewals, pricing discussions and commercial negotiations.Partner with leadership on commercial strategy and account growth plans.Customer SuccessDrive customers from activation and adoption to growth and advocacy.Monitor account health, identify risks and implement mitigation plans.Champion customer needs internally and ensure a high-quality customer experience.Market IntelligenceTrack industry trends, competitor activity and customer insights.Use market intelligence and account data to refine strategies and uncover growth opportunities.Ideal CandidateMandatory2+ years of hands-on experience in Key Account Management / Customer Success, including managing complex, high-value accounts with measurable growth and retention targets.Strong commercial acumen, negotiation and strategic problem-solving with a data-driven approach to account management.Proven track record in renewals, retention, upsell, cross-sell and account expansion.Experience owning contract renewals, pricing discussions and commercial negotiations.Experience working in startups / lean teams, with the ability to manage high pace and high account volumes.Proficiency with CRM, project management and data analysis tools.Must come from a product-led technology company in the D2C commerce-enablement ecosystem, such as checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics or commerce operations.Direct hands-on experience managing D2C retention and account expansion.Must have Indian market experience, with at least the most recent 2 years in India. Purely global/international market experience will not be considered.CTC includes 20% variable.PreferredEngineering / technical background or strong technical fluency.Hands-on experience with QBRs, account strategy, revenue forecasting, retention metrics and satisfaction tracking.Strong experience driving upsell/cross-sell-led account expansion.