Position: Customer Success Manager/Client Success Strategist

Location: Gurgaon

Experience:

- Minimum 4+ years of experience in Market Research or Analytics, Account Management, Sales, or Analytics, preferably within FMCG, Retail, or SaaS environments.

Role Overview:

The role will focus on managing and growing key enterprise and mid-market accounts, driving revenue growth through upsell/cross-sell, and delivering data-driven insights that enable clients to make informed business decisions.

Key Responsibilities:

Account Management & Revenue Growth:

- Own and manage a portfolio of key FMCG and retail client accounts, ensuring revenue growth, renewals, and long-term retention.

- Drive account expansion through strategic upselling and cross-selling of analytics, SaaS, and market research solutions.

- Build and maintain a robust sales pipeline, ensuring predictable revenue flow and achievement of assigned growth targets.

- Lead commercial negotiations, pricing discussions, contract renewals, and deal closures in line with organizational goals.

Analytics & Consulting:

- Act as a trusted advisor to clients by translating business challenges into analytics-driven solutions.

- Deliver actionable insights through market research, retail intelligence, consumer analytics, and competitive analysis.

- Guide clients on data interpretation, performance metrics, and strategic decision-making.

- Support clients in leveraging analytics to optimise market entry, portfolio strategy, pricing, and go-to-market effectiveness.

Sales & Business Development:

- Identify new revenue opportunities within existing accounts and convert them into high-value engagements.

- Partner with presales, consulting, and analytics teams to design and pitch tailored solutions to clients.

- Lead client presentations, proposals, and solution demonstrations for senior stakeholders.

- Drive win-rate improvement through structured sales processes, value-based selling, and competitive positioning.

Client Relationship & Stakeholder Management:

- Serve as the primary point of contact for client stakeholders, managing expectations and resolving escalations.

- Build strong, long-term relationships with CXOs, CMI leaders, sales heads, and analytics teams.

- Lead Quarterly Business Reviews (QBRs), Monthly Business Reviews (MBRs), and strategic planning sessions with clients.

- Ensure high levels of customer satisfaction, service delivery, and SLA adherence.

Sales & Commercial Excellence:

- Monitor account performance, revenue trends, and service quality using CRM and analytics tools.

- Identify Cross sell, upsell and account growth opportunities and manage RFP, quotation, negotiation, deal closure and execution process to ensure satisfactory delivery of the Scope of work agreed with the customer.

- Ensure 100% Account retention and target increase in account value over a period of time.

- Ensure accurate forecasting, reporting, and compliance with internal commercial processes.

Leadership & Collaboration:

- Collaborate cross-functionally with analytics, delivery, finance, and product teams to ensure seamless execution.

- Share best practices in account planning, sales strategy, and analytics consulting across the organization.

Core Competencies:

- Account Management & Key Account Growth

- Consultative & Solution-Based Selling

- Analytics, Market Research & Retail Intelligence

- Revenue Forecasting, Pipeline Management & Renewals

- Proposal Development & Executive Presentations

- Stakeholder & Relationship Management

- Negotiation & Commercial Acumen

Preferred Skills:

- Experience working with AI/Analytics platforms or data-led SaaS solutions.

- Strong understanding of FMCG retail dynamics, consumer insights, and go-to-market strategies.

- Ability to engage confidently with senior leadership and C-suite stakeholders.