Manager - Customer Success Manager (Key Account Manager) (Gurugram)

Role Overview

We are looking for an experienced Customer Success Manager (Key Accounts) to lead a team of 2530 Account Managers responsible for managing and growing Unicommerce's existing customer base. This is a strategic leadership role focused on improving customer retention, increasing Net Revenue Retention (NRR), expanding share of wallet, and driving upselling and cross-selling opportunities across enterprise and mid-market accounts.

The ideal candidate should have strong people leadership, commercial acumen, stakeholder management, and experience leading large account management or customer success teams within a B2B SaaS environment.

Key Responsibilities

Account Growth & Customer Success

Own the growth and retention of a portfolio of existing enterprise and mid-market customers.

Drive improvements in Net Revenue Retention (NRR), customer retention, and account expansion.

Increase share of wallet by identifying opportunities for upselling, cross-selling, and multi-product adoption.

Lead strategic account planning and Quarterly Business Reviews (QBRs) for key customers.

Partner with enterprise customers to understand business objectives and recommend solutions that maximize value.

Build robust executive relationships and act as a trusted advisor to key stakeholders.

Monitor customer health, proactively mitigate churn risks, and improve customer lifetime value.

Team Leadership

Lead, mentor, and develop a team of 2530 Account Managers.

Set clear goals, KPIs, and performance expectations for the team.

Drive a high-performance culture focused on customer outcomes and revenue growth.

Coach the team on account planning, commercial negotiations, renewals, stakeholder management, and expansion strategies.

Conduct regular performance reviews, pipeline reviews, and account strategy sessions.

Build scalable processes and best practices to improve team productivity and customer experience.

Commercial Excellence

Own renewal forecasting and account growth planning.

D .