About Role
We are looking for an experienced Customer Success / Key Account Manager to own the post-sales relationship
for FalconETMS, our enterprise employee transport management SaaS platform. The role is responsible for
onboarding, retention, satisfaction, and growth of key enterprise and GCC accounts — ensuring clients realise
value from the platform and become long-term partners. You will be the primary point of contact for assigned
accounts and the bridge between customers and internal teams.
Responsibilities
- Own the end-to-end relationship and success of assigned key enterprise accounts.
- Drive smooth onboarding and implementation in coordination with technical and operations teams.
- Build strong relationships with client stakeholders — Facility/Admin Heads, Transport Managers, and Procurement.
- Conduct regular business reviews, track adoption, and ensure clients realise value.
- Own account retention, renewals, and reduction of churn risk.
- Identify upsell and cross-sell opportunities to grow account revenue.
- Act as the escalation point for client issues and coordinate timely resolution with support and product teams.
- Capture customer feedback and feed it into product and service improvements.
- Maintain accurate account health, activity, and renewal data in the CRM.
- Report on account health, NPS, retention, and growth metrics to management.
Requirements
- 3–6 years in customer success, key account management, or account management in SaaS / enterprise solutions.
- Bachelor's degree in Business Administration, Marketing, Commerce, or a related field.
- SaaS / enterprise solution experience is required.
- Proven track record of managing enterprise accounts, retention, and account growth.
- Strong relationship management and stakeholder engagement skills at senior levels.
- Excellent written and verbal communication and presentation skills.
- Commercial acumen for renewals, upsell, and cross-sell.
- Strong problem-solving and cross-functional coordination skills.
- Hands-on experience with CRM and account management tools.
- Experience in the employee transport industry is an added advantage.
- Experience managing large MNC / GCC accounts is a plus.
Ideal Candidate Profile
- Customer-first mindset with a passion for building long-term relationships.
- Proactive, organised, and able to manage multiple accounts simultaneously.
- Calm and effective under pressure when handling escalations.
- Good teamwork and cross-functional collaboration skills.
Pay: ₹400,000.00 - ₹800,000.00 per year
Application Question(s):
- How many years of hands-on experience do you have in Customer Success, Key Account Management, or Account Management?
- What is your current location? Are you willing to relocate to Hyderabad and work from the office?
- Do have experience working in SaaS / enterprise solution company?
Work Location: In person
