Key Account Manager | Commerce India

Role Overview

Responsibilities

• Own enterprise customer retention, renewals, account health, and net revenue retention.
• Drive product adoption through success plans, playbooks, onboarding, training, and business reviews.
• Lead executive relationships, ROI reviews, multi-year renewals, and customer feedback loops.
• Advise on OMS/WMS, inventory, order routing, fulfillment, returns, and SLA bottlenecks.
• Manage expansion forecasting, commercial terms, pipeline, CRM hygiene, and churn-risk mitigation.

Requirements

• 3–4 years of SaaS account management or customer success experience with enterprise or upper-mid-market accounts.
• Experience with retention, renewals, and cross-sell or upsell with measurable revenue impact.
• Strong stakeholder management across operations, technology, procurement, and executive teams.
• Analytical problem-solving ability and proficiency with Excel or Sheets; SQL basics are a plus.
• Excellent communication, executive presence, negotiation, and meeting facilitation skills.
• Bachelor’s degree or equivalent practical experience.

Preferred Skills

• Experience with marketplaces, D2C platforms, 3PLs, last-mile operations, ERP, or inventory systems is advantageous.
• Familiarity with Mixpanel, Amplitude, Jira, Zendesk, Salesforce, HubSpot, APIs, or integrations is advantageous.

Performance Measures

• Own GRR, NRR, churn rate, on-time renewal rate, and expansion pipeline performance.
• Track product adoption, usage milestones, NPS or CSAT, support SLA adherence, and forecast accuracy.

How We Work

• The company works from the office five days a week to support collaboration and communication.
• Travel may be required for QBRs, site visits, or go-lives.

Benefits and Culture

• The company offers learning reimbursement, medical insurance coverage, team activities, development support, and a collaborative culture.