Country Manager - Customer Success (Enterprise B2B)

ETP International; Mumbai; Hybrid; INR 4,500,000 - 7,500,000; Full time

Job summary

ETP International is seeking a Country Manager India - Customer Success/Sales to head the Customer Success function for India, based in Mumbai and working from office. You will drive retention, renewals, and revenue growth with enterprise customers, engaging CXOs and leading cross-functional teams.

The role offers exposure to global leadership, transformation initiatives, and strategic account planning across major retailers and enterprise clients in the region.

Qualifications

• 18+ years of leadership experience in enterprise software, SaaS, or retail tech.
• Proven ability to manage large enterprise accounts and complex portfolios.
• Strong CXO engagement, stakeholder management, and executive communication.
• Track record of driving renewals, growth, and business expansion.

Responsibilities

• Serve as executive sponsor and strategic leader for Customer Success across India.
• Build relationships with CXOs and key decision-makers to drive outcomes.
• Lead revenue performance including renewals, upsell, and expansions.
• Partner with Sales, Product, Delivery, and Finance to align priorities.
• Shape customer growth strategy and governance across enterprises.

Skills

Executive leadership

CXO engagement

Enterprise software

SaaS

Retail tech

Portfolio management

Job description

Country Manager India - Customer Success/ Sales

Location: Sakivihar, Mumbai Work Mode: Work from Office Working Days: Monday to Friday Travel Requirement: Extensive domestic and international travel (up to 3 weeks per month, based on business requirements) Experience: 18+ Years

About the Role

ETP is looking for an accomplished business leader to head its Customer Success function for India. This is a strategic leadership role responsible for driving customer retention, revenue growth, executive stakeholder management, and customer transformation initiatives across some of the largest retail and enterprise customers in the region.

The ideal candidate will bring a strong blend of Customer Success, Enterprise Sales, Consulting, and Business Leadership experience, with the ability to engage confidently with CXOs, influence business outcomes, and lead high-performing teams.

This role offers the opportunity to work directly with enterprise customers, global leadership teams, and industry-leading retailers while shaping the customer growth strategy for one of the leading retail technology organizations.

What You'll Own

Customer & Business Leadership

• Serve as the executive sponsor and strategic leader for all Customer Success engagements across India.
• Build and nurture relationships with CXOs, business leaders, and key decision-makers within customer organizations.
• Drive customer retention, renewals, expansion opportunities, and long-term account growth.
• Lead executive business reviews, governance forums, escalation management, and strategic account planning initiatives.
• Position ETP as a trusted transformation partner to customers.

Revenue & Growth

• Own customer revenue performance, including renewals, upsell, cross-sell, and expansion initiatives.
• Identify and drive new revenue opportunities across existing customer portfolios.
• Develop account growth strategies that increase customer lifetime value and wallet share.
• Partner closely with Sales and Leadership teams to achieve business growth objectives.

Leadership & Team Development

• Lead, mentor, and strengthen the Customer Success organization across India.
• Build a high-performance culture focused on accountability, customer outcomes, and execution excellence.
• Coach teams on executive engagement, consultative selling, customer adoption, and value realization.
• Establish scalable processes, governance frameworks, and operational best practices.

Strategic Influence

• Work closely with Product, Delivery, Finance, Sales, and Global Leadership teams to align customer priorities with business goals.
• Act as the voice of the customer and influence product strategy, service improvements, and go-to-market initiatives.
• Provide market intelligence, customer insights, and competitive feedback to support strategic decision-making.

What We're Looking For

• 18+ years of leadership experience in Enterprise Software, SaaS, Retail Technology, Customer Success, or Enterprise Sales.
• Proven track record of managing large enterprise accounts and complex customer portfolios.
• Strong CXO engagement and stakeholder management experience.
• Demonstrated success in driving renewals, customer growth, retention, and business expansion.
• Experience leading large teams and building high-performance customer-facing organizations.
• Strong commercial acumen with the ability to balance customer success and business outcomes.
• Excellent communication, negotiation, and executive presentation skills.
• High degree of ownership, business maturity, and strategic thinking.

Why Join ETP?

• Lead Customer Success for one of the most recognized names in retail technology.
• Work with leading retailers and enterprise customers across global markets.
• Partner directly with senior leadership and influence strategic business decisions.
• Drive transformation, growth, and customer outcomes at scale.
• Opportunity to make a significant impact on business growth and customer success across India.