Key Account Manager

AiSensy; Gurugram District; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Qualifications

• 4–7 years of experience in Key/Enterprise Account Management or Customer Success.
• Proven ability to manage existing enterprise/B2B accounts and drive growth.
• Strong stakeholder management and negotiation skills.

Responsibilities

• Own a portfolio of strategic enterprise customers and act as primary contact.
• Identify expansion opportunities, upsell, and cross-sell across AiSensy products.
• Conduct quarterly business reviews and build account growth plans.
• Coordinate with Sales, Product, Success, and Leadership to deliver outcomes.
• Monitor adoption, retention, and revenue health across accounts.

Skills

Enterprise account management

Stakeholder management

Upsell & cross-sell

Executive relationship building

B2B SaaS familiarity

Strategic account planning

Negotiation

Team coordination

Communication & presentation

Tools

Salesforce

HubSpot

Zoho

Job description

AiSensy is a WhatsApp Engagement & Marketing platform helping businesses acquire, engage, sell, and support customers on WhatsApp.

We work with leading brands including Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah and Cosco, along with thousands of SMBs and growing businesses.

Today, 250,000+ businesses use AiSensy to power their WhatsApp engagement and marketing.

We're building products across WhatsApp Marketing, Click-to-WhatsApp Ads, AI Agents, conversational commerce, automation and payments.

As AiSensy continues to scale, we're looking for a Key Account Manager - Enterprise Accounts to own relationships with some of our most important customers and help them get significantly more value from AiSensy.

The Role

This isn't a typical account management role where you simply check in with customers and resolve issues.

You will own the relationship, growth, adoption, and revenue of strategic enterprise accounts.

You'll become the primary point of contact for key customers, understand their business goals, identify opportunities to expand their use of AiSensy, and work with internal teams to make sure they succeed.

Your goal is to move customers from:

You’ll work closely with Sales, Customer Success, Product, Support, Marketing, Partnerships, and Leadership to drive customer outcomes.

We want someone who can build strong executive relationships, understand business problems, spot expansion opportunities, and take ownership until things get done.

What You'll Own

• Own a portfolio of strategic and enterprise customers.
• Act as the primary point of contact for assigned accounts.
• Build strong relationships with key stakeholders and decision-makers.
• Understand each customer's business model, objectives, challenges, and WhatsApp strategy.
• Establish regular account review and engagement cadences.
• Build strong relationships across multiple stakeholders within each account.
• Ensure customers receive a high‑quality AiSensy experience.
• Maintain a clear understanding of account health, risks, opportunities, and next steps.

2. Account Growth & Revenue Expansion

Your responsibility doesn't end once the customer is onboarded.

You will actively identify opportunities to grow the account.

• Identify expansion opportunities within existing enterprise accounts.
• Drive upsell and cross-sell opportunities across AiSensy's products.
• Identify opportunities around:
• WhatsApp Marketing
• Click-to-WhatsApp Ads
• AI Agents
• Automation
• Conversational Commerce
• Payments
• Expand AiSensy's presence across business units, teams, products, and use cases.
• Build account‑specific growth plans.
• Work with Sales and Product teams to convert opportunities into revenue.
• Maintain a healthy expansion pipeline across assigned accounts.
• Track account revenue, usage, adoption, and expansion potential.

3. Strategic Account Planning

Build a clear growth plan for every strategic account.

For each customer, understand:

Where are they today?

What are they using AiSensy for?

What are they not using yet?

What business problem can we solve next?

Who are the decision‑makers?

What can the account become?

• Create account plans for key customers.
• Map stakeholders and decision‑makers.
• Understand customer business priorities and upcoming initiatives.
• Identify whitespace opportunities across products and teams.
• Build quarterly and annual account growth plans.
• Track progress against account‑level objectives.
• Present account plans and growth opportunities internally.

4. Customer Engagement & Executive Relationships

Build relationships beyond the day-to-day user.

• Conduct regular business reviews with enterprise customers.
• Engage senior stakeholders and decision‑makers.
• Present AiSensy solutions based on business objectives.
• Share product updates, industry insights, and relevant use cases.
• Identify opportunities to bring AiSensy leadership into strategic conversations.
• Build relationships that support long‑term retention and expansion.
• Act as the voice of the customer internally.

The goal is to become a trusted business partner, not just another vendor contact.

5. Product Adoption & Customer Success

Help customers get more value from AiSensy.

• Monitor product adoption and account usage.
• Identify underutilized products and features.
• Educate customers on new AiSensy capabilities.
• Work with Customer Success and Product teams to improve adoption.
• Identify accounts showing declining engagement or usage.
• Ensure customer issues are followed through to resolution.
• Collect customer feedback and communicate meaningful insights to Product and Leadership.

6. Customer Growth Programs

Develop structured programs to increase engagement and business outcomes across enterprise accounts.

• Create account‑specific growth and adoption plans.
• Identify high‑impact WhatsApp use cases.
• Share best practices and successful customer use cases.
• Help customers improve their WhatsApp marketing and engagement strategy.
• Drive adoption of new AiSensy products and capabilities.
• Identify opportunities to replicate successful use cases across different teams or business units.

7. Cross‑Functional Execution

Enterprise accounts require strong internal coordination.

Work closely with:

• Customer Success
• Product
• Customer Support
• Marketing
• Partnerships
• Leadership

to ensure smooth execution across strategic accounts.

You will coordinate internal teams, manage expectations, remove blockers, and ensure commitments made to customers are followed through.

You own the outcome—even when multiple teams are involved.

8. Retention & Account Health

Own the overall health of your accounts.

Monitor:

• Product usage
• Revenue
• Expansion
• Renewal
• Support issues
• Stakeholder relationships

Identify churn risks early.

Build account recovery plans where required.

Work proactively rather than waiting for the customer to raise a problem.

9. Customer Advocacy & Strategic Relationships

Turn successful customers into long‑term AiSensy advocates.

• Identify customers with strong business outcomes.
• Build opportunities for:
• Customer testimonials
• Webinars
• Events
• References
• Brand Showcase
• Work with Marketing to showcase customer success.
• Build relationships that create opportunities for referrals and introductions.

Maintain strong visibility into your account portfolio.

Track:

• Account revenue
• Expansion revenue
• Usage
• Renewal status
• Account health
• Upsell opportunities
• Customer risks
• Key stakeholder relationships

Maintain accurate CRM records and account plans.

Provide regular updates on:

What's growing?

What's at risk?

What's the opportunity?

What needs leadership attention?

What We're Looking For

Must Have

• 4-7 years of experience in Key Account Management, Enterprise Account Management, Customer Success, Account Growth, or Business Development.
• Proven experience managing and growing existing enterprise/B2B accounts.
• Experience owning a portfolio of strategic customers.
• Track record of driving upsell, cross‑sell, expansion, retention, or account revenue growth.
• Strong understanding of B2B SaaS and enterprise customer relationships.
• Strong stakeholder and relationship management skills.
• Experience interacting with senior decision‑makers.
• Strong commercial understanding and negotiation skills.
• Excellent communication and presentation skills.
• Strong problem‑solving and project management abilities.
• Ability to coordinate multiple internal teams to deliver customer outcomes.
• Strong ownership and follow‑through.
• Comfortable working in a fast‑moving startup environment.

Good to Have

• Experience in B2B SaaS, MarTech, CPaaS, CRM, FinTech, AI, automation, or technology.
• Experience with WhatsApp Business API.
• Understanding of WhatsApp Marketing and conversational commerce.
• Experience managing large enterprise accounts.
• Experience with strategic account planning.
• Experience running QBRs / business reviews.
• Experience with customer expansion and land‑and‑expand models.
• Experience working with agencies, resellers, or technology partners.
• Experience with CRM tools such as Salesforce, HubSpot, Zoho, or similar.
• Strong understanding of digital marketing and customer engagement.

What Will Make You Stand Out

• You've grown large enterprise accounts significantly.
• You can demonstrate measurable expansion or revenue growth from existing customers.
• You know how to find whitespace inside an account.
• You've successfully expanded relationships from one team/business unit to multiple.
• You can engage both users and senior decision‑makers.
• You understand customer business problems—not just product features.
• You know how to run a strong QBR and turn it into an account‑growth conversation.
• You proactively identify churn risks before they become problems.
• You can coordinate multiple teams and still own the final outcome.
• You have experience selling additional products into existing accounts.
• You can turn successful customers into references, case studies, and advocates.

Why Join AiSensy?

Work With Recognized Brands

You’ll work directly with businesses including Adani, Vivo, PhysicsWallah, Godrej, Wipro, Asian Paints, India Today Group and more.

Work on a High-Impact Product

Businesses use AiSensy to acquire, engage, sell, and support customers through WhatsApp.

The product directly connects to customer engagement and revenue.

Build Strategic Relationships

You’ll work with enterprise businesses and senior stakeholders rather than managing transactional accounts.

Real Ownership

You'll own:

Relationship + Adoption + Retention + Expansion + Revenue

Grow With the Category

AiSensy is building across WhatsApp Marketing, Click-to-WhatsApp Ads, AI Agents, conversational commerce, automation and payments.

That gives you multiple opportunities to expand customer relationships as the platform grows.

The Bottom Line

We're looking for a Key Account Manager who thinks beyond account management.

Someone who can build relationships, understand the customer's business, identify opportunities, drive adoption, solve problems, and grow the account.

Someone who doesn't wait for customers to ask:

"What else can AiSensy do for us?"

You should already know the answer.

If you know how to turn enterprise customers into long‑term, growing AiSensy accounts—