Account Manager – Customer Success

Comprinno Technologies Pvt.Ltd; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Comprinno is seeking an Account Manager – Customer Success to own and grow strategic customer relationships. You will ensure customers realize value, stay engaged, renew, and expand their relationship with Comprinno, while collaborating with Delivery, Engineering, and Product teams to address needs.

The role combines customer success, strategic account management, and commercial growth, with an emphasis on building executive-level relationships, managing risk, and driving long-term value across

Qualifications

• Bachelor’s degree in engineering, technology, business, management, or related field.
• 5–8 years of experience in Account Management, Customer Success, or SaaS/IT services.
• Experience managing B2B enterprise or mid-market customers.
• Proven ability to own retention, renewals, and account growth.
• Ability to engage senior customer stakeholders (CIO/CTO/VP/Director).
• Strong understanding of enterprise technology and cloud environments.
• Ability to understand technical conversations and translate into customer needs.
• Strong commercial and negotiation skills.
• Excellent stakeholder-management and communication capabilities.
• Analytical, planning, and organizational skills.
• Experience with CRM systems such as HubSpot or Salesforce.

Responsibilities

• Own primary business relationship for assigned customers.
• Build trusted relationships across customer stakeholders including CIOs, CTOs, Engineering leaders, Infrastructure leaders, Security leaders, Finance/FinOps teams, Procurement, and business stakeholders.
• Develop a deep understanding of each customer's business, technology environment, priorities, challenges, and transformation roadmap.
• Establish relationships beyond the immediate project sponsor to reduce single-stakeholder dependency.
• Maintain regular executive and operational engagement with customers.
• Represent the voice of the customer internally within Comprinno.
• Ensure customers continuously realize measurable value from Comprinno's services and products.
• Establish clear customer objectives and expected business outcomes.
• Track commitments and outcomes across active engagements.
• Work with Delivery, Engineering, Managed Services, and Product teams to address customer concerns.
• Ensure customer issues receive appropriate ownership and visibility.
• Identify dissatisfaction, adoption gaps, or relationship risks early.
• Drive corrective actions before issues develop into escalations or churn risks.
• Create and maintain a structured Account Plan for every strategic customer covering: customer organization and stakeholder map, cloud footprint, business priorities, contract and renewal calendar, relationship strength, competitive presence, growth opportunities, risks, 12-month expansion plan.
• Define clear account objectives and regularly review progress with leadership.
• Own retention for assigned accounts.
• Maintain visibility into all contracts, renewals, subscriptions, managed-service agreements, and commercial commitments.
• Start renewal conversations sufficiently ahead of contract expiry.
• Identify churn risks and create recovery plans.
• Coordinate with Delivery, Finance, Legal, and Sales for renewals.
• Ensure commercial and operational issues do not jeopardize relationships.
• Drive long-term customer relationships rather than transactional engagements.
• A major responsibility is to increase Comprinno's relevance within every customer.
• Continuously identify opportunities across: Application Modernization, Database Modernization, Managed Services / CloudOps, Security & Compliance, FinOps / Cost Optimization, Resilience / DR / BCP, Generative AI, Agentic AI, Cloud Billing / Resell, Tevico.
• Convert customer conversations into qualified expansion opportunities.
• Work with Presales and Engineering teams to shape opportunities and with Sales leadership to drive commercial closure.
• Understand lifecycle and identify the next meaningful value opportunity.
• Customer Health Management: establish health visibility across relationship strength, delivery satisfaction, commercial health, renewal probability, expansion potential, payments.
• Establish and maintain Executive Business Reviews for strategic customers covering objectives, engagement outcomes, evolution, security, roadmap, and initiatives.
• CRM & Account Governance: HubSpot should be the single source of truth; maintain stakeholders, meetings, contracts, renewals, expansion, risks, forecasts, next actions.

Skills

Account Management

Customer Success

Enterprise Sales

Cloud Environments

SaaS

Stakeholder Management

Negotiation

Communication

Analytical Skills

Education

Bachelor's degree in Engineering, Technology, Business, Management, or related discipline

Tools

HubSpot

Salesforce

Job description

Comprinno is a NASSCOM-incubated technology company headquartered in Bangalore, with offices in Pune, Coimbatore, and the United States. We help startups, digital-native businesses, and enterprises accelerate transformation through Cloud Migration & Modernization, Cloud Engineering, DevOps & Platform Engineering, Managed Services, Security & Compliance, Data Analytics, and Artificial Intelligence.

As a leading AWS consulting partner, Comprinno works with customers across their cloud lifecycle—from migration and modernization through managed operations, security, resilience, optimization, Data & AI.

Our flagship SaaS platform, Tevico, provides intelligent CloudOps, FinOps, SecOps, governance, compliance, observability, and automation capabilities, enabling organizations to operate cloud environments more reliably and efficiently.

About the Role

We are looking for a customer-obsessed and commercially driven Account Manager – Customer Success to own and grow strategic customer relationships at Comprinno.

This role begins once a customer relationship is established and is accountable for ensuring that customers realize value, remain engaged, renew their business, expand their relationship with Comprinno, and become long-term advocates.

This is not a project management or support coordination role.

The Account Manager will understand the customer's business and technology priorities, build relationships across multiple stakeholders, ensure visibility into delivery and customer experience, identify risks before they become escalations, and continuously discover opportunities where Comprinno can create additional value.

The role combines Customer Success + Strategic Account Management + Commercial Growth.

The Account Manager owns the lifecycle:

The Account Manager owns the customer relationship and commercial outcome.

Delivery owns project execution.

Technology teams own technical outcomes.

Key Responsibilities

1. Customer Relationship Ownership

• Become the primary business relationship owner for assigned customers.
• Build trusted relationships across customer stakeholders including CIOs, CTOs, Engineering leaders, Infrastructure leaders, Security leaders, Finance/FinOps teams, Procurement, and business stakeholders.
• Develop a deep understanding of each customer's business, technology environment, priorities, challenges, and transformation roadmap.
• Establish relationships beyond the immediate project sponsor to reduce single-stakeholder dependency.
• Maintain regular executive and operational engagement with customers.
• Represent the voice of the customer internally within Comprinno.

2. Customer Success & Value Realization

• Ensure customers continuously realize measurable value from Comprinno's services and products.
• Establish clear customer objectives and expected business outcomes.
• Track commitments and outcomes across active engagements.
• Work with Delivery, Engineering, Managed Services, and Product teams to address customer concerns.
• Ensure customer issues receive appropriate ownership and visibility.
• Identify dissatisfaction, adoption gaps, or relationship risks early.
• Drive corrective actions before issues develop into escalations or churn risks.

The Account Manager should not personally solve every delivery issue but must ensure nothing important falls through organizational boundaries.

Create and maintain a structured Account Plan for every strategic customer covering:

• Customer organization and stakeholder map
• Cloud footprint
• Business priorities
• Contract and renewal calendar
• Relationship strength
• Competitive presence
• Growth opportunities
• Risks
• 12-month expansion plan

Define clear account objectives and regularly review progress with leadership.

4. Retention & Renewal

• Own retention for assigned accounts.
• Maintain visibility into all contracts, renewals, subscriptions, managed-service agreements, and commercial commitments.
• Start renewal conversations sufficiently ahead of contract expiry.
• Identify churn risks and create recovery plans.
• Coordinate with Delivery, Finance, Legal, and Sales for renewals.
• Ensure commercial and operational issues do not unexpectedly jeopardize customer relationships.
• Drive long-term customer relationships rather than transactional engagements.

5. Account Expansion & Cross-Sell

A major responsibility of this role is to increase Comprinno's relevance within every customer.

Continuously identify opportunities across:

• Application Modernization
• Database Modernization
• Managed Services / CloudOps
• Security & Compliance
• FinOps / Cost Optimization
• Resilience / DR / BCP
• Generative AI
• Agentic AI
• Cloud Billing / Resell
• Tevico

Convert customer conversations into qualified expansion opportunities.

Work with Presales and Engineering teams to shape technical opportunities and with Sales leadership to drive commercial closure.

6. Customer Lifecycle Expansion

Comprinno's customer relationships should progressively deepen.

For example:

The Account Manager should understand where each customer currently sits within this lifecycle and systematically identify the next meaningful value opportunity.

The objective is not indiscriminate cross-selling. Expansion must be based on genuine customer needs and measurable value.

7. Customer Health Management

Establish and maintain customer health visibility across dimensions such as:

• Relationship strength
• Delivery satisfaction
• Commercial health
• Renewal probability
• Expansion potential
• Payment/collection status

Classify accounts appropriately and develop intervention plans for at-risk customers.

Ensure there are no surprise escalations or unexpected churn events.

8. Executive Business Reviews

Establish structured Quarterly Business Reviews or Executive Business Reviews for strategic customers.

Reviews should cover:

• Business objectives
• Engagement outcomes
• Cloud/technology evolution
• Security and reliability
• Upcoming priorities
• Roadmap
• Recommended next initiatives

Move customer conversations beyond project status toward business and technology strategy.

• Act as the commercial owner during significant customer escalations.
• Ensure appropriate technical and leadership stakeholders are engaged quickly.
• Maintain clear and transparent customer communication.
• Track corrective actions through closure.
• Conduct post-escalation reviews where appropriate.
• Rebuild customer confidence following service issues.
• Identify systemic patterns and feed them back into Delivery and leadership.

10. Commercial Management

• Maintain visibility into account revenue, contracts, margins, renewals, and outstanding payments.
• Support commercial negotiations for renewals and expansion opportunities.
• Partner with Finance on collections and outstanding receivables.
• Ensure commercial commitments made to customers are documented and achievable.
• Maintain accurate revenue forecasts for assigned accounts.

11. AWS & Partner Alignment

Where applicable:

• Work with AWS account teams around shared customers.
• Identify relevant AWS programs, funding opportunities, credits, and strategic initiatives.
• Coordinate with Comprinno's Alliances organization on partner-led opportunities.
• Support joint customer planning and executive engagement.
• Identify Tevico adoption opportunities within managed customer accounts.
• Work with Product and Managed Services teams to improve customer adoption.
• Gather structured customer feedback on Tevico.
• Identify opportunities for additional modules and capabilities.
• Feed recurring customer requirements into Product Management without converting every request into a roadmap commitment.

13. CRM & Account Governance

HubSpot should be the single source of truth for account information.

Maintain accurate information covering:

• Stakeholders
• Meetings
• Contracts
• Renewals
• Expansion pipeline
• Risks
• Forecasts
• Next actions

Account intelligence should belong to Comprinno, not remain inside an individual's inbox or memory.

Required Qualifications & Skills

• Bachelor's degree in Engineering, Technology, Business, Management, or related discipline.
• 5–8 years of experience in Account Management, Customer Success, Enterprise Sales, Cloud Services, IT Services, SaaS, or Technology Consulting.
• Demonstrated experience managing B2B enterprise or mid-market customers.
• Experience owning customer retention, renewals, and account growth.
• Ability to engage senior customer stakeholders including CIO/CTO/VP/Director-level leaders.
• Strong understanding of enterprise technology and cloud environments.
• Ability to understand technical conversations sufficiently to identify customer needs and involve the appropriate technical specialists.
• Strong commercial and negotiation skills.
• Excellent stakeholder-management and communication capabilities.
• Strong analytical, planning, and organizational skills.
• Experience working with CRM systems such as HubSpot or Salesforce.
• Strong ownership and bias for action.

Desired Qualifications & Skills

• Experience with AWS, Azure, GCP, or cloud consulting organizations.
• Experience within an AWS Partner/MSP/MSSP ecosystem.
• Exposure to Managed Services, CloudOps, FinOps, Security, Data/AI, or SaaS.
• Experience managing recurring-revenue relationships.
• Familiarity with AWS partner programs and co-sell motions.
• Experience managing large strategic accounts with multiple simultaneous engagements.
• MBA or relevant cloud/business certifications are advantageous.

What We're Looking For

We are looking for someone who:

• Thinks of customers as long-term relationships rather than transactions.
• Is equally comfortable discussing customer satisfaction and revenue growth.
• Can build credibility with senior business and technology leaders.
• Identifies problems before customers need to elevate them.
• Understands enough technology to ask intelligent questions.
• Is commercially ambitious without becoming transactional.
• Can discover expansion opportunities through customer understanding rather than aggressive selling.
• Takes ownership even when the underlying problem belongs to another internal team.
• Maintains exceptional CRM and forecasting discipline.
• Builds trust internally as strongly as external.