Customer Success Manager

shopflo; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A growing tech company in Bengaluru is seeking a Customer Success Manager. The role focuses on developing strategic growth plans, managing client relationships, and enhancing customer outcomes. Candidates should have over 3 years of relevant experience in a B2B SaaS environment and strong negotiation skills. This is a full-time position aimed at driving account success and expanding client partnerships.

Qualifications

• 3+ years of hands-on experience in Key Account Management, ideally in a B2B SaaS environment.
• Proven ability to manage complex, high-value client relationships and deliver growth targets.
• Passion for building long-term partnerships and delivering exceptional customer outcomes.

Responsibilities

• Develop and execute strategic account plans with clear goals, growth objectives, and success metrics.
• Lead quarterly business reviews with senior stakeholders to evaluate performance and identify new opportunities.
• Identify and execute upselling and cross-selling opportunities to drive account expansion.

Skills

Key Account Management

Commercial Acumen

Negotiation

Strategic Problem Solving

CRM Tools Proficiency

Data Analysis

Tools

CRM Tools

Project Management Software

Job description

Overview

Customer Success Manager role at shopflo

Direct message the job poster from shopflo

HRBP @ Shopflo | I/O Psychologist | Building People-Friendly Cultures

About Shopflo

At Shopflo, we're trying to change the way consumers experience brands and businesses. Our first product was a cart and checkout platform for e-commerce, that allowed marketers to personalise discounts, rewards, and payments. We are currently also working on a new product that takes it a notch higher by unlocking enterprise-grade personalization for all consumer tech businesses.

Team & Role

Shopflo was started by three co-founders: Ankit (ex-IIT Kharagpur, Oracle, Gupshup), Ishan (ex-IIT Bombay, Parthenon, Elevation Capital), and Priy (ex-IIT Madras, McKinsey, Elevation Capital). We are a team of ~50 people now (with team members joining from Livspace, Gupshup, Setu, etc.). We are located in HSR Layout, Bengaluru. We have closed our first seed round at $2.6M with Tiger Global, TQ and Better. And we’re just getting started!

As a Customer Success Manager, you’ll drive strategic growth and strengthen executive-level relationships by managing and maximizing key client accounts for long-term success.

What you will do

• Develop and execute strategic account plans with clear goals, growth objectives, and success metrics.
• Lead quarterly business reviews with senior stakeholders to evaluate performance and identify new opportunities.
• Collaborate cross-functionally to ensure seamless delivery and alignment with client priorities.
• Forecast and track key account metrics, including revenue, retention, and satisfaction.

Relationship Building

• Build deep, trusted partnerships with senior stakeholders across top accounts.
• Proactively engage to understand evolving business needs and strategic priorities.
• Strengthen credibility through insight-driven recommendations and consistent follow-through.

Revenue Generation

• Identify and execute upselling and cross-selling opportunities to drive account expansion.
• Lead contract negotiations to maximize revenue, profitability, and long-term value.
• Partner with leadership to shape commercial strategy and account growth plans.

Customer Success

• Guide clients through their journey from activation to adoption, growth, and advocacy.
• Monitor account health and address risks proactively.
• Collaborate with internal teams to deliver a world-class customer experience and champion client needs internally.
• Stay informed on industry trends, competitor movements, and customer insights.
• Leverage market data to refine account strategies and uncover growth opportunities.

You should apply if you have

• 3+ years of hands-on experience in Key Account Management, ideally in a B2B SaaS environment.
• Proven ability to manage complex, high-value client relationships and deliver growth targets.
• Strong commercial acumen, negotiation, and strategic problem-solving skills.
• Proficiency in CRM tools, project management, and data analysis.
• Passion for building long-term partnerships and delivering exceptional customer outcomes.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Business Development

Industries

• Embedded Software Products