Description:
Experience: 8-16 Years
- The role requires strong commercial discipline, operational efficiency, and the ability to drive consistent customer outcomes at scale.
Key Responsibilities:
Renewals and Revenue Ownership:
- Own renewal and expansion targets for an assigned portfolio of Tier 3 customers.
- Drive timely renewals with high forecast accuracy and controlled discounting.
- Identify and close cross-sell and upsell opportunities within the existing customer base.
- Maintain accurate renewal forecasts, pipelines, and account data in CRM systems.
Customer Adoption and Value Realization:
- Drive ongoing product adoption and usage across the customer portfolio.
- Monitor customer health, license utilization, and engagement indicators.
- Deliver standardized value summaries and renewal readiness communications.
- Ensure customers clearly understand the value and outcomes achieved with Zycus solutions.
Scaled Customer Management:
- Manage a large book of customers using standardized playbooks and lifecycle processes.
- Segment accounts based on renewal risk, health, and growth potential.
- Execute structured 1-to-many initiatives such as onboarding refreshers, feature updates, and enablement sessions.
- Escalate customers to higher-touch engagement models only when defined criteria are met.
Risk and Escalation Management:
- Proactively identify churn risks and execute mitigation actions.
- Act as the primary escalation point for customers within the Tier 3 segment.
- Partner with Support and Product teams to resolve issues impacting renewals and satisfaction.
Cross-functional Collaboration:
- Work closely with Sales, Customer Success Operations, Support, and Product teams to ensure consistent customer experience.
- Provide structured feedback from Tier 3 customers to improve product usability and success processes.
- Contribute to continuous improvement of Customer Success playbooks and operating models.
External Skills And Expertise:
Required Experience and Qualifications:
- 8-12 years of experience in Customer Success, Account Management, Renewals, or B2B SaaS roles.
- Proven experience managing high-volume, small-ticket customer portfolios.
- Demonstrated ownership of renewal and/or expansion quotas.
- Experience working in scaled or pooled account models.
- Background in enterprise SaaS, procurement software, or ERP platforms is preferred.
Key Skills and Competencies:
- Strong commercial and negotiation skills.
- High level of organization, prioritization, and execution discipline.
- Data-driven approach to customer and revenue management.
- Clear and concise written and verbal communication.
- Comfort operating in a performance-driven, volume-oriented environment.
Success Metrics:
- Gross Renewal Rate (GRR).
- Net Revenue Retention (NRR).
- Renewal Forecast Accuracy.
- Expansion Revenue.
- Customer Health and Adoption Metrics.
Location: Mumbai, Bengaluru and Pune.
Why Join Zycus:
- Opportunity to own revenue outcomes across a large customer base.
- Work with a market-leading AI-powered procurement platform.
- Exposure to global customers and enterprise SaaS operations.
- Clear career progression within Customer Success and Account Leadership tracks.
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