Onboarding & Implementation
- Own the end-to-end onboarding process for new customers — from contract sign to go-live
- Conduct kick-off calls, configure customer workspaces, map workflows to the platform, and run training sessions for end users and admins
- Create tailored onboarding plans and success milestones for each account
Account Management & Health
- Maintain a healthy, engaged portfolio of B2B accounts with a clear understanding of each customer's business goals, stakeholder map, and usage patterns
- Run regular business reviews (QBRs / EBRs) with champions and senior stakeholders to demonstrate ROI and align on roadmap
- Proactively identify at-risk accounts using product usage data and relationship signals; drive intervention plans
- Act as the internal voice of the customer — escalate product feedback, flag blockers, and collaborate with product and engineering on fixes
Renewals & Expansion
- Own the renewal process end-to-end — forecast accurately, negotiate where needed, and close on time
- Identify and execute upsell and cross-sell opportunities: additional seats, modules, integrations, or enterprise upgrades
- Maintain a strong Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) across portfolio
Support & Issue Resolution
- Act as the escalation point for customer issues — coordinate with support and engineering to ensure timely resolution
- Manage customer expectations clearly during incidents or delays, with proactive communication at every step
- Maintain up-to-date documentation of account health, open items, and action plans in the CRM
Good to Have
- Experience in legal-tech, contract management, document automation, or adjacent B2B SaaS verticals
- Understanding of how legal, procurement, or finance teams operate within enterprise organisations
- Exposure to PLG (product-led growth) motions or self-serve onboarding alongside sales-led accounts
- Experience working with enterprise clients involving procurement-heavy sales cycles, MSAs, and multi-year contracts
- Familiarity with API-based integrations or ability to guide technical onboarding conversations
Role Details
Location
Goa
Experience
1 to 2 years of experience
Employment
Full-Time, Permanent
Notice Period
Immediate joinee
Job Type: Full-time
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
Work Location: In person
