Key Account Manager (SaaS)

Meritto; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

Meritto in India invites a Customer Success professional to guide clients, build relationships, and ensure adoption of its education technology platform. You’ll be the friendly face and voice, coordinating with internal teams and traveling to client sites as needed.

The role focuses on onboarding, usage tracking, training, renewals, and upsell opportunities, with a strong emphasis on data-driven decisions, stakeholder management, and delivering measurable impact for customers in Hyderabad.

Qualifications

• Master’s or Bachelor’s degree in business, IT, or a related field with 1–3 years of experience in Customer Success, Account Management (SaaS preferred).
• Comfortable in fast-paced startup environments.
• Strong stakeholder management and data-driven decision making with SaaS metrics.

Responsibilities

• Engage with customers from inception through lifecycle with strategic and tactical guidance.
• On-board and train clients; track usage; identify upsell and renewal opportunities.
• Coordinate with Product, Sales, Marketing, Finance and Support to address customer issues.
• Provide actionable insights to influence customer strategy and performance.
• Prioritize and manage tasks in a fast-paced environment to ensure high retention and renewal.

Skills

Stakeholder management

Analytical ability

SaaS metrics

Excel

Report generation

Education

Master’s or Bachelor’s degree in business/IT/related field

Tools

CRM tools

Job description

A day in the life of this role

In Customer Success, you’ll be the friendly face and voice of Meritto, guiding our clients every step of the way. Your day will be spent building relationships, troubleshooting issues, and celebrating wins with clients as they see the impact of our solutions first hand.

Proactively engage with customers right from the time of inception throughout the entire life-cycle of the customer which includes strategic and tactical guidance, client on-boarding, usage tracking, consultancy, training, meetings, workshop, upsell and renewal.

You must have high levels of self-motivation, excellent relationship management and the ability to communicate with both technical and business stakeholders.

We promise to offer a lot of challenges, opportunities to learn & grow in a fast-paced environment.

• Gather requirements from clients, Suggest Product Solutions, coordinate with other teams to ensure seamless Implementation
• Frequent traveling at client locations for product training, and adoption purposes
• Have deep product knowledge of all product lines. Ability to showcase product demos and work out solutions for business use cases using best product fit.
• Work with internal cross-functional teams (Product, Sales, Marketing, Product Marketing, Finance, support, etc.) to ensure customer issues/ solutions are addressed.
• Review ongoing product usage, account health, risk assessment, industry trends, customer trends, and competitor landscapes; Identity upsell/cross-sell opportunities,
• Provide actionable insights to decision-makers to influence strategy and performance
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Manage overall customer success to ensure high retention and renewal rate.
• Act as a bridge between the company and the client.

What we’re looking for

• Master’s or Bachelor’s degree in business, IT, or a related field with 1–3 years of experience in Customer Success, Account Management (preferably in a SaaS environment).
• Should be highly comfortable in the fast-paced, high-growth startup environment.
• Strong stakeholder management, analytical ability, and comfort with SaaS metrics
• Demonstrated track record in leading customer engagements, renewals, and upsell/cross-sell opportunities in a SaaS environment
• Familiarity with SaaS products, CRM tools, and data-driven decision-making is required.
• Strong stakeholder management, analytical ability, and comfort with SaaS metrics (churn, NRR, CSAT, etc.).
• Proficiency in Excel and report generation.

Who we are

At Meritto we believe in building more than just solutions. We’re redefining the way education connects with technology. As one of India’s Largest Vertical SaaS + Embedded Payments platform, we’re on a mission to build the “Digital Backbone of Education Institutions” by simplifying how educational organization runs — from enrollment to lifecycle, advancement to finance, and beyond. Having mastered the art of student acquisition, we’re now expanding our horizons to cover the entire spectrum of running an educational organization—from managing the student lifecycle to driving student success and outcomes.

What’s our work culture like? We work from the office in a dynamic, inclusive, and merit-driven space fueled by the energy of collaboration and creativity coming together.