Shopflo·SaaS·5 months ago
5 months ago
Customer Success Manager
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About this role
About Shopflo
At Shopflo, we're trying to change the way consumers experience brands and businesses. Our first product was a cart and checkout platform for e-commerce, that allowed marketers to personalise discounts, rewards, and payments. We are currently also working on a new product that takes it a notch higher by unlocking enterprise-grade personalization for all consumer tech businesses.
Team & Role
Shopflo was started by three co-founders: Ankit (ex-IIT Kharagpur, Oracle, Gupshup), Ishan (ex-IIT Bombay, Parthenon, Elevation Capital), and Priy (ex-IIT Madras, McKinsey, Elevation Capital). We are a team of ~50 people now (with team members joining from Livspace, Gupshup, Setu, etc.). We are located in HSR Layout, Bengaluru. We have closed our first seed round at $2.6M with Tiger Global, TQ and Better. And we’re just getting started!
As a Customer Success Manager, you’ll drive strategic growth and strengthen executive-level relationships by managing and maximizing key client accounts for long-term success.
What you will do
Account Strategy:
- Develop and execute strategic account plans with clear goals, growth objectives, and success metrics.
- Lead quarterly business reviews with senior stakeholders to evaluate performance and identify new opportunities.
- Collaborate cross-functionally to ensure seamless delivery and alignment with client priorities.
- Forecast and track key account metrics, including revenue, retention, and satisfaction.
Relationship Building:
- Build deep, trusted partnerships with senior stakeholders across top accounts.
- Proactively engage to understand evolving business needs and strategic priorities.
- Strengthen credibility through insight-driven recommendations and consistent follow-through.
Revenue Generation:
- Identify and execute upselling and cross-selling opportunities to drive account expansion.
- Lead contract negotiations to maximize revenue, profitability, and long-term value.
- Partner with leadership to shape commercial strategy and account growth plans.
Customer Success:
- Guide clients through their journey from activation to adoption, growth, and advocacy.
- Monitor account health and address risks proactively.
- Collaborate with internal teams to deliver a world-class customer experience and champion client needs internally.
Market Intelligence:
- Stay informed on industry trends, competitor movements, and customer insights.
- Leverage market data to refine account strategies and uncover growth opportunities.
You should apply if you have
- 3+ years of hands-on experience in Key Account Management, ideally in a B2B SaaS environment.
- Proven ability to manage complex, high-value client relationships and deliver growth targets.
- Strong commercial acumen, negotiation, and strategic problem-solving skills.
- Proficiency in CRM tools, project management, and data analysis.
- Passion for building long-term partnerships and delivering exceptional customer outcomes.
SaaS
Company
ShopfloSaaS
Bengaluru, India
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