Customer Success & Account Management(Business Development & Sales)

Role Summary

We are seeking a proactive and strategic Customer Success & Account Management Specialist to drive client retention, expansion, and revenue growth. This role sits at the intersection of sales, relationship management, and customer experience , requiring a balance of commercial acumen and customer-centric thinking.

You will own key accounts, ensure value realization for clients, and identify growth opportunities through deep engagement and consultative selling.

Key Responsibilities

1. Account Management & Client Success

• Serve as the primary point of contact for assigned key accounts
• Build trusted advisor relationships with stakeholders and decision-makers
• Ensure successful onboarding, adoption, and ongoing satisfaction
• Conduct regular business reviews (QBRs/MBRs) with clients

2. Revenue Growth & Expansion

• Drive upselling, cross-selling, and renewals across accounts
• Identify whitespace opportunities within existing client portfolios
• Develop account growth plans aligned with client business goals
• Consistently achieve or exceed revenue and retention targets

3. Customer Experience & Retention

• Monitor customer health metrics and proactively mitigate churn risks
• Resolve escalations efficiently while maintaining client trust
• Deliver a seamless and high-quality customer experience

4. Strategic Collaboration

• Work closely with Sales, Product, Marketing, and Delivery teams
• Provide customer feedback to improve product/service offerings
• Support go-to-market strategies and client-specific campaigns

5. Business Development

• Identify and pursue new opportunities within existing networks
• Contribute to pipeline generation through referrals and relationships
• Support proposal development and client presentations

Key Performance Indicators (KPIs)

• Revenue growth from existing accounts (%)
• Net Revenue Retention (NRR)
• Customer Retention/Churn Rate
• Upsell & Cross-sell conversion rates
• Customer Satisfaction (CSAT) / Net Promoter Score (NPS)
• Average deal size growth
• Account expansion pipeline value

Required Qualifications

• Bachelor’s degree in Business, Marketing, or related field
• 5+ years of experience in Sales, Account Management, or Customer Success
• Proven success in revenue generation and client retention
• Strong business acumen and understanding of sales cycles
• Excellent communication, negotiation, and presentation skills
• Ability to manage multiple high-value accounts simultaneously

Core Competencies

• Relationship Building & Stakeholder Management
• Strategic Thinking & Problem Solving
• Negotiation & Closing Skills
• Customer-Centric Mindset
• Data-Driven Decision Making
• Adaptability & Ownership

Preferred Qualifications

• Experience in B2B / SaaS / Enterprise Sales environments
• Hands-on experience with CRM tools (Salesforce, HubSpot, Zoho)
• Exposure to customer success platforms (Gainsight, Freshworks, etc.)
• Strong analytical skills and experience with reporting dashboards