Customer Growth Manager

Shipyaari; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Shipyaari is looking for a Customer Growth Manager in Mumbai, India, to manage and grow key customer accounts. The role involves maintaining relationships, ensuring customer satisfaction, and driving revenue expansion through upselling and strategic engagement.

The ideal candidate should have 4-8 years of relevant experience, strong communication, negotiation and relationship management skills, and a Bachelor’s degree or MBA. Join us to drive account growth and deliver exceptional customer service.

Qualifications

• 4–8 years of experience in Key Account Management, Customer Success, Business Development, or Sales.
• Experience in logistics, courier aggregation, e-commerce, SaaS, or related industries preferred.

Responsibilities

• Manage a portfolio of strategic and high-value customer accounts.
• Drive revenue growth through upselling and account expansion.
• Ensure high levels of customer satisfaction and retention.
• Identify new opportunities within existing accounts and generate additional business.
• Maintain accurate account records and customer interactions in CRM.

Skills

Client relationship management

Communication

Negotiation

Sales acumen

Analytical skills

CRM proficiency

Microsoft Office proficiency

Education

Bachelor’s Degree in Business, Commerce, Marketing or related field

MBA

Tools

CRM systems

Microsoft Office

Job description

Department: Sales / Business Development

Reporting To: Head – Key Accounts / Business Head

Job Summary

The Customer Growth Manager will be responsible for managing and growing relationships with existing key customers, ensuring customer satisfaction, increasing revenue, and identifying new business opportunities within assigned accounts. The role requires a customer-centric approach, strong relationship-building skills, and the ability to drive account growth through strategic engagement.

Key Account Management

• Manage a portfolio of strategic and high-value customer accounts.
• Build and maintain strong relationships with key decision-makers and stakeholders.
• Act as the primary point of contact for assigned customers.
• Conduct regular business reviews and performance meetings with clients.

Customer Growth & Revenue Expansion

• Drive revenue growth through upselling, cross‑selling, and account expansion initiatives.
• Identify opportunities to increase customer wallet share and business volume.
• Develop account growth plans and execute strategies to achieve targets.
• Ensure achievement of monthly, quarterly, and annual revenue goals.

Customer Retention & Satisfaction

• Ensure high levels of customer satisfaction and retention.
• Proactively address customer concerns and service issues.
• Coordinate with internal teams to ensure seamless service delivery.
• Monitor customer feedback and implement improvement initiatives.

Business Development

• Identify new opportunities within existing accounts and generate additional business.
• Collaborate with sales, operations, finance, and customer support teams to deliver customer solutions.
• Track market trends and competitor activities to recommend growth strategies.

Reporting & Performance Management

• Maintain accurate account records and customer interactions in CRM.
• Prepare MIS reports, account performance reviews, and growth forecasts.
• Monitor KPIs related to revenue, retention, and customer engagement.

Key Performance Indicators (KPIs)

• Revenue growth from existing accounts.
• Account expansion and upselling success.
• Customer satisfaction score (CSAT/NPS).
• Achievement of assigned revenue targets.
• Number of strategic customer engagements and reviews conducted.

Qualifications

Bachelor’s Degree in Business, Commerce, Marketing, or related field.

MBA preferred.

Experience

4–8 years of experience in Key Account Management, Customer Success, Business Development, or Sales.

Experience in logistics, courier aggregation, e-commerce, SaaS, or related industries preferred.

Skills Required

• Excellent client relationship management skills.
• Strong communication and negotiation abilities.
• Sales and business development acumen.
• Analytical and problem‑solving skills.
• CRM and MS Office proficiency.
• Ability to manage multiple accounts and stakeholders effectively.

Role Objective

To drive customer retention, account growth, and long‑term client partnerships by delivering exceptional customer experience and maximizing business opportunities within existing accounts.