Lead - Key Accounts (BFSI)

Job Title: Lead - Key Accounts

Location: Mumbai (Lower Parel)

Company Profile

Melento (Formerly SignDesk) is a workflow automation and documentation product that assists businesses in digitizing and automating their documentation processes. We call it paperless Nirvana!

Melento’s products constitute an end-to-end documentation system designed to digitize and streamline paper-based processes. Our product catalogue currently includes

• CIP (Collaborative Intelligence Platform) : Unifies workflows, communication, automation, and compliance into a single intelligent platform that helps teams move faster with real-time visibility and control.

● A Smart contract lifecycle management via automated document creation, Online negotiation, paper-free execution & centralized storage

● An eSign workflow solution offering both Aadhaar eSign & digital signatures.

● A Video KYC onboarding solution leveraged with ML and AI techniques.

● A digital stamping & franking product for real-time online stamp duty payment.

● An eMandate product to automate recurring payments through eNACH which also supports Aadhaar eSign-based mandates.

About the Role

As the Lead - Key Accounts, you will be responsible for driving strategic account growth, customer retention, and expansion across Melento's enterprise customer portfolio. In addition to managing key strategic accounts, you will lead and mentor a team of Key Account Managers/Customer Success Managers, ensuring consistent execution, customer satisfaction, and revenue growth.

You will build trusted relationships with CXOs, business leaders, and technology stakeholders, understand evolving customer challenges, and collaborate across internal teams to deliver business outcomes. This role requires strong leadership, commercial acumen, consultative selling expertise, and the ability to identify new growth opportunities while ensuring long-term customer success.

Job Responsibilities

• Lead, mentor, and coach a team of Key Account Managers/Customer Success Managers, driving performance, accountability, and professional development.
• Own strategic customer relationships and act as the executive point of contact for key enterprise accounts.
• Drive revenue growth through renewals, upsell, cross-sell, and expansion opportunities across existing customers.
• Continuously identify whitespace opportunities by understanding customer business priorities, technology roadmaps, and regulatory changes.
• Conduct executive meetings, account reviews, and Quarterly Business Reviews (QBRs) to strengthen customer relationships and align on long-term objectives.
• Lead customer escalations by collaborating with Product, Engineering, Support, Delivery, Legal, and Finance teams to ensure timely and effective resolutions.
• Partner with Solution Consultants and Product teams to design value-driven solutions that address customer business challenges.
• Own commercial discussions including pricing, contract negotiations, renewals, amendments, and enterprise agreements.
• Maintain an accurate sales pipeline, revenue forecast, and account growth plan while ensuring CRM hygiene.
• Monitor customer health, adoption, and engagement to proactively mitigate risks and improve retention.
• Drive operational excellence through regular pipeline reviews, account planning, and governance with internal and customer stakeholders.
• Be a role model for consultative selling, customer-centricity, attention to detail, and cross-functional collaboration.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8–12 years of experience in Enterprise Account Management, Customer Success, or B2B SaaS Sales, with at least 2–3 years of experience leading customer-facing teams.
• Experience managing enterprise customers, preferably in BFSI, FinTech, SaaS, or Enterprise Technology solutions.

Desired Skills:

• Proven experience leading Key Account Management or Customer Success teams in a SaaS or enterprise technology environment.
• Strong consultative and solution-selling skills with the ability to uncover customer needs and create business value.
• Demonstrated success in driving renewals, upsell, cross-sell, and long-term account growth.
• Strong commercial acumen with experience in enterprise pricing, contract negotiations, and revenue forecasting.
• Excellent stakeholder management skills with the ability to influence CXOs, business leaders, and technology teams.
• Strong analytical skills with a data-driven approach to pipeline management, forecasting, and business reviews.
• Experience handling complex customer escalations while effectively collaborating across cross-functional teams.
• Exceptional communication, presentation, negotiation, and relationship management skills.
• Highly organized with strong attention to detail, ownership, and the ability to thrive in a fast-paced environment.
• Self-driven, customer-focused, and passionate about building high-performing teams and long-term customer partnerships.