Position: Customer Success Manager (D2C Technology)

Overall/Total Experience: 3-6 years only

Location: Bengaluru

Working Days: 5 Days Working from office

Notice Period Requirement: 30 Days (Maximum)

Client's Company Size: Startup / Small Enterprise

Role & Responsibilities:

- Develop and execute strategic account plans with clear goals, growth objectives, and success metrics.

- Lead quarterly business reviews with senior stakeholders to evaluate performance and identify new opportunities.

- Collaborate cross-functionally to ensure seamless delivery and alignment with client priorities.

- Forecast and track key account metrics, including revenue, retention, and satisfaction.

- Build deep, trusted partnerships with senior stakeholders across top accounts.

- Proactively engage to understand evolving business needs and strategic priorities.

- Strengthen credibility through insight-driven recommendations and consistent follow-through.

- Identify and execute upselling and cross-selling opportunities to drive account expansion.

- Lead contract negotiations to maximize revenue, profitability, and long-term value.

- Partner with leadership to shape commercial strategy and account growth plans.

- Guide clients through their journey from activation to adoption, growth, and advocacy.

- Monitor account health and address risks proactively.

- Collaborate with internal teams to deliver a world-class customer experience and champion client needs internally.

- Stay informed on industry trends, competitor movements, and customer insights.

Candidate Requirements:

- Strong Key Account Management / Customer Success Profiles

- Must have 3+ years of hands-on experience in Key Account Management / Customer Success, with atleast 2+ years in managing complex, high-value client relationships and delivering measurable growth/retention targets.

- Must have strong commercial acumen, negotiation, and strategic problem-solving, with a clearly analytical, data-driven approach to managing accounts.

- Must have proven experience in renewals, retention, upsell, cross-sell, and expansion within assigned accounts

- Must have experience handling contract renewals, pricing discussions, and negotiation ownership

- Must have startup / lean-team experience and demonstrated ability to handle high pace and high account volume

- Proficiency with CRM tools, project management, and data analysis.

- Must come from a product-based tech company in the D2C commerce-enablement ecosystem (checkout/payments, fintech, engagement/retention SaaS, WhatsApp commerce, loyalty, logistics, or commerce ops), with direct hands-on experience in D2C retention and account expansion.

- Must have exposure to the Indian market, with at least the most recent 2 years spent working in the Indian market. Purely global/international market experience will not be considered.

- Preferred (Background) - Engineering / technical background, or strong technical fluency explicitly valued by the client.

- Preferred (Functions) - Hands-on with QBRs, account strategy/forecasting (revenue, retention, satisfaction), and upsell/cross-sell-led account expansion.