Key Account Manager - Retention/Upsell - B2B SaaS

Role Overview:

We are looking for a seasoned Key Account Manager (B2B) with strong communication and stakeholder management skills to own and grow strategic enterprise accounts. The role involves full commercial ownership of existing customers, driving revenue expansion, renewals, and long-term value creation across SaaS/technology platforms.

Key Responsibilities:

- Own end-to-end account P&L, including revenue growth, retention, gross margins, NRR, and CSAT outcomes

- Build and manage multi-threaded relationships across CXO, Product, Compliance, Procurement, and Operations stakeholders

- Drive platform adoption and value realization through structured customer success plans, usage KPIs, and Quarterly Business Reviews (QBRs)

- Identify and execute upsell and cross-sell opportunities across product lines to expand account penetration

- Lead contract renewals, commercials, and negotiations with a solutions-oriented and value-led approach

- Proactively manage account risks including churn indicators, adoption gaps, budget constraints, and competitive threats with defined mitigation plans

- Maintain strong forecast hygiene, detailed account plans, stakeholder mapping, and CRM updates

- Own account governance, escalation management, and cross-functional coordination to ensure consistent service delivery and customer satisfaction

Ideal Candidate Profile:

Skills & Competencies:

- Strong enterprise account management experience within SaaS / Tech / Platform-led businesses

- Proven commercial ownership with excellence in contracting, pricing, and negotiations

- Customer-centric mindset with strong strategic account planning capabilities

- High maturity in stakeholder management; global or multi-country exposure is a plus

- Ability to articulate business impact through data-driven storytelling

- Strong analytical orientation with comfort in business metrics and performance dashboards

Must-Have Requirements:

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

- Demonstrated success in driving Net Revenue Retention (NRR) - 120%+ preferred

- Hands-on experience leading renewals, upsells, and enterprise-level commercials

- Proven ability to build long-term strategic relevance and executive trust with customers

- Strong understanding of product adoption models, value realization frameworks, and usage-led growth

- Hands-on experience with CRMs such as Salesforce, Zoho, HubSpot, or equivalent platforms

- Ability to independently manage accounts with minimal supervision

Perks, Benefits & Work Culture:

- High-impact role in a fast-paced, growth-oriented environment

- Opportunity to work with a team of high-performing, entrepreneurial professionals

- Exposure to complex enterprise customers and strategic decision-making

- Comprehensive benefits and a culture that encourages learning, ownership, and innovation