Key Account Manager - B2B SaaS/Retention/Upsell

Job Description:

Roles & Responsibilities:

- Looking for a Key Account Manager (B2B) with Excellent Communication Skills and prior experience in selling or managing clients for SaaS products / Tech Sales.

Key Responsibilities:

- Own account P&L outcomes including Revenue Expansion, Retention, Gross Margins, NRR and CSAT scores

- Build multithreaded relationships across CXO, Product, Compliance and Procurement teams

- Drive platform adoption by shaping customer success plans, product usage KPIs and quarterly business reviews (QBRs)

- Identify and execute upsell and cross-sell opportunities across product lines to expand customer footprint

- Lead contract renewals, commercials and negotiations with a solutions-first mindset

- Manage risks proactively (churn risk, adoption gaps, budget constraints, competitive threats) with clear mitigation plans

- Maintain accurate forecast hygiene, account plans and stakeholder mappings in CRM

- Champion account governance and escalation resolution to ensure high-quality delivery and service experience

Ideal Candidate:

Skills & Competencies:

- Strong enterprise account management and SaaS upsell experience

- Commercial ownership & contract negotiation excellence

- Customer-centric problem solving & strategic account planning

- High stakeholder management maturity (multi-country/global exposure preferred)

- Excellent storytelling & data-driven business impact articulation

Must Have:

- 7-9 years of experience managing existing business in SaaS/HCM/FinTech/Enterprise platforms

- Proven track record of driving NRR (120%+ preferred) within assigned accounts

- Experience leading renewals, upsells and enterprise commercials

- Ability to build deep customer trust and long-term strategic relevance

- Strong fluency in business metrics, product adoption modeling, and value realization frameworks

- Hands-on experience with account management CRMs like Salesforce, Zoho, HubSpot, and similar

- Ability to manage clients independently with minimum supervision

Perks, Benefits & Culture

- A wholesome opportunity in a fast-paced environment that will enable you to juggle between concepts, yet maintain the quality of content, interact and share your ideas and have loads of learning while at work. Work with a team of highly talented young professionals and enjoy the comprehensive benefits that Xoxoday offers.