About the role
Roles & Responsibilities1. Customer Ownership & Business Accountability• Own a portfolio of enterprise and mid-market clients post onboarding• Act as the single point of contact for all customer-facing interactions• Take end-to-end accountability for customer success, satisfaction, andretention2. Adoption & Value Realization• Drive platform adoption across customer teams (sales reps, managers,leadership)• Track usage metrics, engagement, and business impact• Ensure customers achieve tangible business outcomes (sales uplift,execution improvement, visibility)3. Execution & Program Leadership• Lead implementation, rollout, and ongoing execution of customer programs• Coordinate across Product, Tech, Data, and Ops teams• Drive timelines, remove blockers, and ensure delivery commitments are met4. Business Reviews & Strategic Alignment• Conduct weekly/monthly reviews and QBRs with clients• Present structured insights on:o Platform performanceo Business impacto Improvement opportunities• Act as a thought partner to clients, not just a relationship manager5. Retention, Expansion & Risk Management• Own customer retention and renewal outcomes• Identify risks early and take proactive action• Support upsell and expansion opportunities in collaboration with the sales teamteam6. Escalation Ownership & Problem Solving• Handle customer escalations end-to-end with urgency and ownership• Break down complex issues and drive resolution across teams• Maintain trust and transparency during critical situations7. Customer Feedback & Internal Influence• Act as the voice of the customer internally• Translate feedback into clear, actionable inputs for Product and Tech teams• Contribute to the continuous improvement of the product and delivery
Desired Candidate ProfileExperience• 10-15 years of experience in:o Customer Success / Account Management / Program Management• Preferably from:o B2B SaaS / Technology / FMCG-tech / SFA / Analytics platforms• Experience managing multiple enterprise or mid-market clientsCore Skills• Strong stakeholder management and client communication skills• Ability to drive execution across cross-functional teams• Strong problem-solving and structured thinking• Comfortable working with data, dashboards, and business metrics• Ability to operate effectively in fast-paced environmentsMindset & Behavioural Fit (Critical for Success)• Extreme Ownership: Takes accountability for outcomes, not just tasks• Bias for Action: Moves fast and drives execution without over-dependence• Operator Mindset: Focuses on solving problems and delivering results, not just managing relationships• Customer + Business Balance: Able to align customer expectations with company priorities• Strong Communication Spine: Can push back constructively and drive alignment with stakeholders• Comfort with Ambiguity: Able to operate in evolving and unstructured environmentsGood to Have• Experience working with:o FMCG clients / retail / distributor ecosystemso Sales tech / SFA / GTM / analytics platforms• Exposure to global clients or multi-region deployments
What Success Looks Like (6–12 Months)• High customer retention and satisfaction• Strong and consistent platform adoption across accounts• Measurable business impact delivered to clients• Faster resolution of issues and minimal escalations• Identification and conversion of expansion opportunities
Why Join Us• Be part of a high-growth AI SaaS company• Own end-to-end customer outcomes, not just support functions• High ownership, visibility, and career growth• Opportunity to work alongside top professionals in a mission-driven environment.• Engage with leading global brands and contribute to innovative sales solutions.• Participate in wealth creation through an attractive ESOP plan designed for highperformers.