Customer Success Manager (B2B SaaS)

shopflo · Bengaluru, India

We are looking for a Key Account Management / Customer Success professional to manage high-value client relationships, drive retention and expansion, and build long-term strategic partnerships. The ideal candidate should have strong commercial acumen, analytical thinking, and experience working in a fast-paced product-led technology environment.

What You Will Do

• Develop and execute strategic account plans focused on retention, growth, and expansion .
• Manage complex, high-value accounts and build trusted relationships with senior stakeholders.
• Lead QBRs , account reviews, and strategic business discussions.
• Drive renewals, upselling, cross-selling, and account expansion .
• Own contract renewals, pricing discussions, and commercial negotiations.
• Track and forecast key account metrics including revenue, retention, satisfaction, and account health .
• Identify risks proactively and develop data-driven action plans to improve customer outcomes.
• Partner with cross-functional teams to ensure seamless product adoption and service delivery.
• Understand customer business needs and provide insight-led recommendations.
• Monitor industry trends, competitor activity, and customer insights to identify growth opportunities.
• Work effectively in a fast-paced, lean-team/startup environment with multiple accounts.

Requirements

Mandatory Requirements

• 2+ years of hands-on experience in Key Account Management or Customer Success, including experience managing complex, high-value accounts.
• Proven track record in renewals, retention, upsell, cross-sell, and account expansion .
• Strong commercial acumen with experience in negotiation, pricing, and contract renewals .
• Highly analytical and data-driven approach to account management and problem-solving.
• Experience working in a startup or lean-team environment with high pace and account volume.
• Proficiency with CRM, project management, and data analysis tools .
• Must have experience in a product-based technology company within the D2C commerce-enablement ecosystem , such as checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics, or commerce operations.
• Direct experience managing D2C-focused customer retention and account expansion .
• Strong exposure to the Indian market , with at least the most recent 2 years working with Indian customers/accounts .
• Purely global/international market experience will not be considered.

Preferred Qualifications

• Engineering or technical background, or strong technical fluency.
• Experience owning QBRs, account strategy, revenue forecasting, retention forecasting, and customer satisfaction metrics .
• Strong experience with data-led account expansion and commercial strategy.