About the Role:

We are hiring for a Key Account Manager / Customer Success role at Shopflo, a product-led technology company building the next generation of checkout experiences for e-commerce brands.

The role will focus on managing strategic client relationships, driving retention and expansion, and partnering with D2C and e-commerce brands to improve their customer journey and business outcomes.

You will:

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

- Lead QBRs with senior client stakeholders to review performance, identify opportunities, and align on priorities

- Build strong, trusted relationships with senior stakeholders across key accounts

- Understand evolving customer needs and proactively provide insight-driven recommendations

- Own account revenue, retention, satisfaction, and overall account health

- Identify and execute upselling, cross-selling, and account expansion opportunities

- Lead contract renewals, pricing discussions, and commercial negotiations

- Partner with leadership to develop account growth and commercial strategies

- Guide customers through activation, adoption, growth, renewal, and advocacy

- Identify account risks early and work cross-functionally to resolve issues

- Collaborate with internal teams to deliver a strong customer experience and represent customer needs internally

- Track and forecast key account metrics including revenue, retention, satisfaction, and expansion

- Stay updated on industry trends, competitor activity, and customer insights to identify new growth opportunities

The ideal candidate will have:

- 2+ years of hands-on experience in Key Account Management / Customer Success

- 2+ years of experience managing complex, high-value client relationships with measurable ownership of growth and retention targets

- Strong commercial acumen, negotiation, and strategic problem-solving skills with a data-driven approach to account management

- Proven experience handling renewals, retention, upselling, cross-selling, and account expansion

- Experience owning contract renewals, pricing discussions, and commercial negotiations

- Experience working in startups or lean teams, with the ability to operate in a fast-paced environment and manage a high volume of accounts

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

- Experience in a product-based technology company within the D2C commerce-enablement ecosystem, such as checkout/payments, fintech, engagement and retention SaaS, WhatsApp commerce, loyalty, logistics, or commerce operations

- Direct hands-on experience working with D2C or e-commerce brands across retention, growth, customer success, or account management

- Strong exposure to the Indian market, with at least the most recent 2 years working with Indian customers or accounts

- Engineering or technical background is preferred, or strong technical fluency and ability to work closely with product and technology teams

- Hands-on experience with QBRs, account strategy, revenue forecasting, retention metrics, and upsell/cross-sell-led expansion is preferred