Job Title: Account Manager – B2B SaaS / Customer Success (SMB Portfolio)
Location: Noida, Uttar Pradesh
Job Type: Full-Time, Permanent
Experience Required: 1 – 3 Years
Role Overview
We are hiring an Account Manager (SMB) to oversee, retain, and grow a dedicated portfolio of existing business customers. This is a revenue-owning position where you will be directly responsible for securing contract renewals, identifying upsell/cross-sell opportunities, and minimizing account churn.
You will serve as a trusted partner to Small and Medium Business (SMB) clients, ensuring they maximize the value, adoption, and ROI of our cloud communication and automation software.
About the Platform
We are a category-redefining Business AI Operator that unifies WhatsApp APIs, corporate call management, and Generative AI-powered chat and voice bots into a single communication ecosystem. Backed by over 14 years of industry innovation, our platform supports over 12,000 businesses globally, helping them deploy seamless automated workflows, scale customer experience metrics, and manage high-volume customer engagements efficiently.
Key Responsibilities
- Portfolio Management: Own and nurture a portfolio of 50–150 SMB customer accounts with full ownership over account health and commercial revenue.
- Revenue Retention & Renewals: Drive consistent monthly and quarterly subscription renewals to maintain strong client retention rates.
- Account Expansion: Actively spot, cultivate, and close upsell and cross-sell opportunities (including adding advanced API features, IVR setups, and conversational AI solutions).
- Target Achievement: Consistently achieve monthly portfolio revenue and growth quotas from your assigned account base.
- Churn Mitigation: Proactively analyze usage patterns to flag at-risk clients and execute targeted retention strategies before contraction occurs.
- Stakeholder Relationships: Build and maintain strategic, long-term relationships with business owners, founders, and key operational decision-makers.
- CRM & Data Hygiene: Maintain meticulous account records, interaction tracking, and revenue forecasting using internal CRM databases.
- Cross-Functional Collaboration: Partner closely with internal technical support and product teams to accelerate client issue resolution and facilitate account health.
Target Verticals
- SMB clients across Real Estate, Education, Healthcare, E-commerce, and Professional Services.
Must-Have Requirements
- Experience: 1–3 years of proven experience in Account Management, Customer Success, or B2B Relationship Sales.
- Commercial Ownership: Direct experience managing client renewals, quota achievements, or expansion sales (this is not a passive support role).
- Industry Background: Solid exposure to SaaS, tech products, or subscription-based B2B platforms.
- Tools: High proficiency with standard corporate CRMs (such as Zoho, HubSpot, or Salesforce) alongside fundamental data reporting skills in MS Excel.
- Communication: Exceptional client-facing communication, active listening, and relationship-building talents.
Good to Have (Preferred)
- Experience working within CPaaS, Cloud Telephony, or conversational AI tech sectors.
- Prior experience managing a high-volume, velocity-driven SMB client portfolio.
- Complete understanding of the customer lifecycle journey (from post-onboarding through to maturity and expansion).
Who is NOT a Fit
- Candidates coming strictly from pure B2C, retail, or showroom sales environments.
- Customer support or helpdesk profiles that have zero commercial quota or revenue retention ownership.
- Applicants without direct, hands-on experience using CRM tools or managing data-driven account health tracking.
Pay: ₹400,000.00 - ₹600,000.00 per year
Work Location: In person
