Senior Account Manager

Translate By Humans; India; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

A leading tech firm is seeking a strategic Senior Account Manager in Ahmedabad. You will manage key customer relationships and drive revenue growth for high-value accounts. Candidates should have 4-8 years of B2B SaaS experience, strong communication and analytical skills. The role offers a competitive salary with performance-based incentives. Join a fast-paced environment focused on customer success and innovation.

Qualifications

• 4–8+ years of experience in B2B SaaS in Account Management or Customer Success.
• Strong understanding of SaaS metrics and customer lifecycle.
• Proven experience managing large or complex accounts.

Responsibilities

• Manage and nurture relationships with high-value, complex accounts.
• Oversee onboarding for high-priority customers.
• Identify and drive upsell opportunities.

Skills

B2B SaaS experience

Account Management

Communication skills

Negotiation skills

Analytical skills

Tools

Zoho Bigin

Slack

Job description

We are seeking an experienced and strategic Senior Account Manager to join our Ahmedabad office. In this role, you will own relationships with our highest‑value and most complex customers, including well‑known global brands such as Pipedrive, TransferGo, and Bitcoine. You’ll drive adoption, retention, and revenue growth while acting as a trusted advisor to key stakeholders. This position requires deep experience in B2B SaaS and the ability to manage accounts with a blend of strategy, communication, and data‑driven decision‑making.

Key Responsibilities

• Strategic Account Ownership: Manage and nurture relationships with high‑value, complex, or enterprise‑level accounts. Serve as the primary point of contact for strategic customers, ensuring alignment with their long‑term goals. Lead Quarterly Business Reviews (QBRs) and strategic planning sessions.
• Onboarding & Customer Activation: Oversee onboarding for high‑priority customers, ensuring a smooth and fast time‑to‑value. Tailor implementation and training programs based on customer needs. Conduct product demos for inbound leads when required, helping them assess fit and move into the onboarding pipeline.
• Growth & Revenue Responsibility: Own renewal forecasting accuracy for key accounts. Identify and drive upsell and expansion opportunities. Reduce churn risk through proactive engagement and customer health monitoring.
• Relationship Intelligence & Opportunity Tracking: Monitor job‑change signals and proactively build rapport with former points of contact when they move to new companies, creating warm opportunities for new business. Track social signals such as LinkedIn posts, awards, funding announcements, speaking events, and other updates to engage meaningfully with key stakeholders and strengthen long‑term relationships.
• Advanced Support & Issue Resolution: Handle escalated customer situations with clarity, confidence, and ownership. Coordinate with internal teams to ensure quick resolution of issues. Use Slack for direct customer communication and support where required.
• Cross‑Functional Collaboration: Work closely with Sales, Product, Engineering, and Leadership to support strategic accounts. Provide customer insights that shape roadmap decisions and product improvements.
• Process Improvement & Operational Excellence: Help define and optimize workflows for customer lifecycle processes. Build or refine frameworks for onboarding, QBRs, customer health scoring, and risk management. Maintain accurate account intelligence, activity logs, and forecasts in Zoho Bigin.

Requirements

• 4–8+ years of experience in B2B SaaS in Account Management, Customer Success, or client‑facing strategic roles.
• Strong understanding of SaaS metrics, customer lifecycle, and retention mechanics.
• Exceptional communication, negotiation, and relationship‑building skills.
• Proven experience managing large or complex accounts.
• Strong problem‑solving and analytical thinking.
• Comfort using tools like Slack, CRMs (especially Zoho Bigin), and support platforms.

Preferred Qualifications

• Experience in Customer Support or managing technical escalations.
• Exposure to platforms like Intercom, Zendesk, HubSpot, or Gorgias.
• Experience with international or multi‑time‑zone customers.

What You’ll Love About This Role

• High ownership and direct impact on revenue, retention, and customer loyalty.
• Opportunity to influence product decisions and customer‑facing strategy.
• Fast‑paced environment with a strong focus on customer success and innovation.
• Close collaboration with leadership on strategic accounts and growth initiatives.

Compensation

Competitive salary with performance‑based incentives.