Account Manager - BFSI

Gnani Innovations Private Limited.; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Gnani Innovations Private Limited is seeking a Customer Success Manager to grow revenue from existing accounts and minimize churn. You will manage the full customer lifecycle, upsell and cross-sell Gnani.ai software, and ensure client satisfaction while remaining aligned with product and service teams.

The role requires hands-on experience with SAAS, strong communication, and the ability to work with large enterprise customers in India. Travel to client sites and the Bengaluru office is expected.

Qualifications

• Proven experience as a Customer Success Manager or similar role (min 3 years).
• Experience in SAAS and handling large/enterprise customers in India preferred.
• Quota carrying experience and ability to upsell/cross-sell within accounts.

Responsibilities

• Own customer lifecycle and drive upsell, cross-sell, and issue resolution.
• Define success milestones for clients and internal teams.
• Assist customers with setup and navigation of Gnani.ai programs and services.
• Promote value of Gnani.ai software and services to clients.
• Lead customer workshops periodically and review feedback to improve experience.
• Collaborate with Developers, PMs, Sales, and Pre-sales to envision solutions.

Skills

Customer Success Management

Upselling & Cross-selling

Enterprise client management

Renewals & Churn reduction

Communication & relationship building

Education

Bachelor's or MBA preferred

Job description

We are looking for a Customer Success Manager who can farm into existing accounts, provide ongoing support to our clients and network with them. The candidate should carry a Revenue target for upselling & cross selling into their customer base, contribute to building relationships and minimize churn rates.

Ultimately, you will own Customer lifecycle, work directly with clients to up-sell, cross sell & help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Key Responsibilities

• Define success milestones for the clients and employees to work towards
• Assist customers with setting up and navigating various programs
• Promote the value of Gnani.ai’s software & services
• Upsell/ Cross-sell Gnani.ai’s software & services
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience.
• Assist in conducting Customer Workshops on a periodical basis

Candidate Persona

• Proven work experience as a Customer Success Manager or similar role for a minimum of three years
• Working in a SAAS organization is desirable.
• Experience in dealing with large and mid size Enterprise customers in India
• Should have a quota carrying experience
• Exceptional ability to communicate and foster positive business relationships
• SAAS, Contact centre Technical skills & Clear grasp of digital technology stacks - API's, middleware, ecosystems and the ability to envision solutions is a plus
• Experience in working with a diverse group- Developers, Program Managers, Sales, Pre-sales is required.
• A bachelor or MBA degree is preferred.
• This role requires fair amount of travel meeting your clients and working from the office location.

Skills Required

• Primary Skills
• Strategic Upselling and Renewals
• BFSI (Banking, Insurance, Fintech)
• Cross Selling & Upselling
• Account Based Sales