About the role
- Deliver the cluster’s revenue target across renewals, upsell, expansion and new program rollouts within existing clients.
- Own the forecast and pipeline for every Channel Loyalty client.
- Build the commercial impact story for each program, linking spend to incremental secondary sales and gross margin, and take it into every renewal conversation.
- Move clients from manual claims and paper schemes to digital enrolment, invoice and scan-based accrual, DMS and ERP integrations, UPI or DBT payouts and WhatsApp-led engagement.
- Define what good adoption looks like for each trade-partner tier and guide clients toward it.
- Advise clients on slabs, tiers, schemes, campaigns and gamification that fit how distributors, retailers and field staff earn and behave in Indian trade.
- Translate sales objectives into rule engine configurations that work on Loyalife.
- Track enrolment, MAU, redemption and digitised secondary-sales share against sector benchmarks, and act early when a program slips.
- Report results in the language of the client’s sales leadership.
- Lead integration discussions with client IT and our Tech team, covering DMS, ERP, invoice feeds, APIs and SFTP.
- Scope requirements clearly, flag risks early and keep go-lives on track.
- Act as the trusted advisor to client CXOs, sales and marketing heads and finance leaders, and lead the conversation on strategy and outcomes.
- Own every escalation from first signal to closure: triage severity, set the response path, brief leadership early with facts and a recovery plan, and run a root-cause review.
- Work daily with Product, Tech, Supply, Support, Finance and Sales to deliver client commitments, and align priorities through clarity, data and credibility rather than hierarchy.
- Keep day-to-day operations disciplined across tickets, points accrual and rule engine queries, redemption and catalog issues, SLAs, and clear MoMs with owners and ETAs.
- Own and improve the operating playbook for running channel programs at scale, including phased rollout, sector archetypes, KPIs and cadence.
- Coach junior CSMs in the cluster as it grows.
- Run weekly client calls, monthly performance reviews and quarterly business reviews covering adoption, ROI, risks and a forward plan with clear asks.
- Send leadership a weekly update on cluster health, revenue against target, escalations, risks and renewals.
- Keep HubSpot and Jira accurate and current so account position is visible at any time.
- Use AI tools in daily work to prepare QBRs, summarise calls, draft MoMs, analyse data and track accounts.
- 8 to 10 years in customer success, key account management or loyalty program management, with channel, trade or B2B2C loyalty as your primary background.
- Strong working knowledge of how distributor and retailer networks run in India, including primary versus secondary sales, scheme and slab structures, claim and settlement cycles, and field adoption.
- Understanding of incentive structures in pharma, FMCG or similar trade-led sectors, such as chemist and stockist programs, retailer schemes and field-force incentives.
- Experience moving trade programs from manual to digital, with familiarity with DMS, ERP or invoice integrations, UPI or DBT payouts and WhatsApp or SMS engagement.
- Comfort leading CXO conversations, handling difficult escalations calmly and holding a point of view with senior clients and internal leaders.
- Experience managing enterprise clients on a B2B SaaS or loyalty platform, ideally with rule engines, points, tiers and redemption.
- Fluency with integrations, APIs and data flows, with the ability to speak confidently with client IT and engineering, and hands-on experience with CRM and ticketing tools such as HubSpot and Jira.
- Active use of AI tools to work faster and better, and interest in building AI into reporting and review workflows.
- A track record of carrying and delivering a revenue target through renewals and upsell, building an ROI case and writing clear, executive-ready updates.
- Experience in a loyalty or rewards platform company, or on the brand side of a channel program.
- Experience building a playbook or leading a small team or pod.
- Regional language fluency relevant to Indian trade networks.
- You treat a revenue number as part of the job and plan your accounts around it.
- You’re equally comfortable in a CXO review and in a conversation about an API feed or a rule configuration.
- You stay calm in escalations and bring facts, a plan and clear next steps.
- You earn priority from teams that don’t report to you through clarity, data and follow-through.
- You turn what works on one account into a repeatable playbook for the cluster.
- Own the Channel Loyalty cluster, with direct accountability for revenue, outcomes and client trust.
- Work in a large, under-digitised market where manual processes still dominate channel and trade sales.
- Solve client problems with the full stack behind you: the platform, rules engine, catalog and rewards supply are built in-house.
- Work directly with the Head of Customer Success and leadership, and present to client CXOs from day one.
- Grow as the cluster scales, with room to build and lead a team, in a close Customer Success team with modern, AI-assisted workflows.