Country Manager

GM Infotech Mumbai; Mumbai; On-site; INR 6,000,000 - 12,000,000; Full time

Job summary

GM Infotech Mumbai is seeking a Country Manager Customer Success (India) to own enterprise customer relationships and revenue growth across the India market, focusing on the West region. The role is farming and account-management oriented, overseeing a high-performing CS team and engaging CXOs to drive long-term expansion.

The position requires extensive leadership experience in enterprise software, ERP/SAP sales, and a track record of strategic account management.

Qualifications

• 18+ years leadership in enterprise sales, consulting or customer success in technology environments.
• Direct ERP / SAP sales experience is essential (SAP partner orgs or ERP/SAP sales preferred).
• Direct B2B SaaS / enterprise software selling; not via distributors or channel partners.
• Proven record in strategic account management, retention, upselling and cross-selling.
• Strong executive presence and CXO-level credibility; excellent communication.
• Based in Mumbai and willing to work onsite (Mon-Fri) with domestic travel ~3 weeks/month.

Responsibilities

• Own and drive the CS strategy across India with end-to-end accountability for the customer lifecycle and outcomes.
• Build and lead executive relationships with CXOs, positioning as a transformation partner.
• Drive revenue growth through renewals, upsell, cross-sell and long-term account expansion.
• Handle commercial negotiations, contract renewals and invoicing for enterprise accounts.
• Establish governance frameworks including QBRs, success plans and value realization tracking.
• Align cross-functional teams to deliver seamless customer outcomes.
• Build, mentor and lead a high-performing CS team with clear metrics and leadership development.
• Be the voice of the customer to influence product and GTM strategy; share market insights.
• Manage escalations effectively and protect long-term customer satisfaction.

Skills

Leadership

ERP/SAP sales

B2B SaaS sales

Strategic account mgmt

CXO relationships

Team building

Job description

Job Description

About the Company

Our client is an AI-first SaaS company serving the Retail and e-Commerce industries across Asia Pacific. Its cloud-native, enterprise-grade platforms cover POS, CRM, Inventory, Promotions, PIM, OMS, WMS, LMS and marketplace integration, built on a secure, scalable M.A.C.H architecture. They help retailers improve customer experience, reduce IT overhead and grow in a fast-evolving commerce environment.

About the Role

We are hiring a Country Manager Customer Success (India) to own customer relationships, retention and revenue growth across the India market, with a primary focus on the West region. This is a farming and account management role. You will manage large enterprise accounts, work closely with CXOs, and build and lead a high-performing Customer Success team.

Key Responsibilities

• Own and drive the Customer Success strategy across India, with end-to-end accountability for the customer lifecycle and outcomes.
• Build and lead executive relationships with CXOs, positioning the organization as a strategic transformation partner.
• Drive revenue growth through renewals, upsell, cross-sell and long-term account expansion.
• Handle commercial negotiations, contract renewals and invoicing for enterprise accounts.
• Establish strong governance frameworks, including QBRs, success plans and value realization tracking.
• Align cross-functional teams (Sales, Product, Delivery, Finance) to deliver seamless customer outcomes.
• Build, mentor and lead a high-performing Customer Success team with clear metrics, accountability and leadership development.
• Act as the voice of the customer to influence product innovation and go-to-market strategy, and share market insights.
• Manage escalations effectively and protect long-term customer satisfaction.

Mandatory Requirements

• 18+ years of leadership experience in Enterprise Sales, Consulting or Customer Success within enterprise software or technology-led environments.
• Direct ERP / SAP sales experience is essential. Experience in SAP partner organizations or ERP/SAP sales is strongly preferred.
• Direct B2B SaaS / enterprise software selling. Candidates whose experience is mainly through distributors or channel partners will not be considered.
• Proven record in strategic account management, customer retention, upselling and cross-selling.
• Strong executive presence and credibility at CXO level, with excellent communication and a polished personality.
• Experience managing large, complex enterprise portfolios, commercial negotiations and invoicing.
• Proven ability to build and lead collaborative, high-performance teams.
• Currently based in Mumbai, and willing to work onsite (MonFri) and travel domestically for around 3 weeks per month.

Preferred Background

• ERP, SAP, Retail Technology, Unified Commerce, POS, WMS or Supply Chain software organizations.
• Experience selling to Retail, Manufacturing, E-commerce, Fashion & Apparel or Distribution.
• Strong new-business sales professionals with ERP/SAP experience may apply if they are keen to move into account management.

Not Suited For

Profiles from HCM/HRMS, Payroll, BFSI, Travel Technology, EdTech, CPaaS or CRM-only software backgrounds.

What You Bring

• Ability to align customer and organizational vision into a shared long-term strategic roadmap.
• High emotional intelligence to manage executive relationships, negotiations and escalations.
• A detail-oriented, governance-focused approach, combining commercial discipline with execution excellence.

Why Join

• Lead with innovation in an AI-first, cloud-native product company.
• Work with diverse teams across markets and influence retail transformation.
• A collaborative culture with continuous learning and cross-functional exposure.
• Make a measurable impact on customer revenue and efficiency.