SaaS Customer Success / Account Manager
We are looking for a proactive and relationship-driven Customer Success & Account Manager to own the customer journey after the sale — from onboarding through renewal — ensuring customers realize full value from our SaaS products. The ideal candidate will manage all post-sale account activities, drive retention, and identify growth opportunities within existing accounts.
Key Responsibilities
- Own the customer relationship after deal closure — manage onboarding, adoption, and long-term account health.
- Develop and execute account plans to drive product adoption, retention, and customer satisfaction.
- Conduct regular check-ins, business reviews (QBRs), and health assessments with customers.
- Identify upsell, cross-sell, and expansion opportunities within existing accounts.
- Monitor customer usage, engagement, and satisfaction metrics to proactively flag churn risk.
- Handle renewals end-to-end, including negotiation and contract management.
- Resolve customer escalations and coordinate with Support, Product, and Engineering teams for timely resolution.
- Maintain accurate CRM records covering account status, renewal dates, and expansion pipeline.
- Partner with Sales during handover to ensure a seamless transition from prospect to customer.
- Gather customer feedback and relay insights to Product/Marketing to improve retention strategies.
- Track and report on account health, retention, and revenue growth metrics.
Requirements
- Bachelor's degree in Business, Marketing, Commerce, or a related field.
- Minimum 1–2 years of experience in Customer Success, Account Management, Client Servicing, or a related post-sales role.
- Proven experience managing the customer lifecycle after sale — onboarding, retention, renewals, and expansion.
- Proficiency with CRM platforms such as HubSpot, Salesforce, Zoho CRM, or equivalent.
- Strong communication, relationship-building, and stakeholder management skills.
- Experience with account health tracking, NPS/CSAT, or usage analytics tools is a plus.
- Customer-focused, proactive, and results-oriented mindset.
- Experience in SaaS, IT Services, or Software Products is preferred.
- Understanding of SaaS subscription and recurring revenue models is preferred.
- Ability to manage multiple accounts simultaneously with strong organizational skills.
Key Performance Indicators (KPIs)
- Customer retention rate
- Renewal rate / revenue retained
- Upsell & cross-sell revenue generated
- Net Promoter Score (NPS) / CSAT
- Account health score
- Time-to-value for new customers
- Churn rate
Interested candidates are invited to send their resume and a brief cover letter outlining their relevant experience.
Pay: Up to ₹700,000.00 per year
Benefits:
Application Question(s):
- Are You a Candidate from Kerala
Work Location: In person
