Customer Success & Account Management(Business Development & Sales)
Hyderabad, IndiaFull-timeMid · 5+ years
About this role
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