Senior Manager - Customer Success

Flipkart Commerce Cloud; Bengaluru; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

Flipkart Commerce Cloud in Bengaluru seeks a Senior Manager, Customer Success to drive enterprise account health, platform adoption, and renewal strategy across FCC’s SaaS suite. You will lead governance rhythms, build client champions, forecast churn, qualify upsells, and align customer AOP with product roadmaps to deliver measurable business outcomes.

You will manage NPS programs, CSPs, and risk mitigation for high-value accounts, while collaborating with procurement and executives to defend

Qualifications

• 6–8+ years in Customer Success, Account Management, or Technical Program Management within enterprise SaaS or digital commerce.
• Proven track record of managing $M+ ARR accounts, driving renewals and forecasting churn.
• Direct experience negotiating renewals with enterprise procurement and C-suite sponsors.
• Working knowledge of modular e-commerce stacks (headless commerce, OMS, dynamic pricing).
• Exceptional executive communication, negotiation, and conflict resolution skills.
• Willingness to travel for client QBRs, EBRs, and on-site sessions.

Responsibilities

• Establish high-touch governance with client leadership via VRCIs, MBRs, QBRs, and EBRs.
• Drive value realization and build client champions while promoting platform adoption among daily practitioners.
• Own NPS programs, CSPs, and risk mitigation for at‑risk accounts.
• Own the account renewal strategy; forecast churn and growth risks; lead renewal negotiations with procurement and executives to defend ARR.
• Identify expansion opportunities; qualify upsell conversations and hand off to Sales for execution.
• Drive client AOP discussions and align with Product roadmaps; participate in quarterly release demos and roadmap updates.
• Drive value realization across FCC’s full stack (Catalog, OMS, Pricing, RMN, Seller Ecosystem, Supply Chain).

Skills

Executive communication

Negotiation

Conflict resolution

Renewal forecasting

Upsell qualification

Customer success rhythms

Education

Bachelor’s or Master’s in Business Admin, IT, CS

Tools

CRM systems

Job description

Flipkart Commerce Cloud (FCC) offers cutting-edge, composable commerce solutions designed to make enterprise digital commerce easy, scalable, and profitable. Our offerings include a headless and composable retail tech stack, a robust consumer experience suite, advanced seller ecosystem management, and end-to-end supply chain management.

Role Overview:

The Senior Manager, Customer Success drives enterprise account health, platform adoption, Net Revenue Retention (NRR), and value realization as FCC’s primary executive bridge and first line of escalation. While Program Delivery leads and Group Product Managers (GPMs) own execution schedules, you will enforce scope guardrails, protect product integrity, and safeguard critical delivery milestones. You will own the full customer lifecycle—running structured governance rhythms (VRCIs, MBRs, QBRs, EBRs), building client champions, leading renewal negotiations with procurement, forecasting churn/growth risks, qualifying upsells for Sales, and aligning client Annual Operating Plans (AOP) with FCC’s product roadmap to drive measurable business outcomes.

Key Responsibilities:

• Executive Governance & Operating Rhythms: Establish high-touch governance with client leadership via Weekly/Bi-Weekly Value Realization Check-ins (VRCIs), Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and Executive Business Reviews (EBRs).
• Value Realization & Champion Building: Ensure client business metrics are met, converting client executives into long‑term FCC champions while driving deep platform adoption among daily practitioners.
• NPS & Health Scoring: Own Net Promoter Score (NPS) programs, track client sentiment proactively, execute Customer Success Plans (CSPs), and lead risk mitigation for at‑risk accounts.
• Renewals, Churn Forecasting & Procurement: Own the account renewal strategy. Accurately forecast churn and growth risks, and lead renewal negotiations directly with client procurement and executive leadership to defend Annual Recurring Revenue (ARR).
• Upsell Qualification & Expansion: Identify expansion opportunities, lead initial upsell‑qualifying conversations with executive sponsors, and hand off qualified leads to Sales for execution.
• Client AOP & Product Roadmap Alignment: Drive client Annual Operating Plan (AOP) conversations and feed strategic needs to Product teams. Partner with Product leads on Quarterly Release Demos and Roadmap updates to keep clients aligned with FCC’s module evolution.
• Multi-Product Adoption across FCC Suite: Drive value realization across FCC’s full composable stack: Catalog & Headless Commerce, OMS & Supply Chain, Pricing & Offer Engines, Retail Media Networks (RMN), and Seller Ecosystem Management.
• Scope Governance & Guardrails: Partner with Program Delivery and GPMs to monitor critical path health. Act as an escalation point to manage client scope expectations, protect product boundaries, and safeguard go‑live gates.

Qualifications:

• Bachelor’s or Master’s degree in Business Administration, IT, Computer Science, or a related field.
• 6–8+ years of experience in Customer Success, Account Management, or Technical Program Management within enterprise SaaS, digital commerce, or retail tech.
• Proven track record of managing $M+ Annual Recurring Revenue (ARR) accounts, driving renewals, forecasting churn, and qualifying upsells.
• Direct experience negotiating renewals with enterprise procurement teams and C‑suite sponsors.
• Working knowledge of modular e‑commerce stacks (headless commerce, OMS, dynamic pricing, retail ad‑tech, supply chain).
• Exceptional executive communication, negotiation, and conflict‑resolution skills.
• Willingness to travel as needed for client QBRs, EBRs, and executive on‑site sessions.

Required Skills:

• CS Rhythms & Retention: Expertise in VRCIs, Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), NPS programs, and Customer Success Plans (CSPs).
• Commercial & Renewal Rigor: Proficiency in churn/growth forecasting, procurement negotiations, Annual Recurring Revenue (ARR) defense, and upsell qualification.
• Value Coaching & Adoption: Ability to drive practitioner‑level adoption, build executive champions, and demonstrate clear ROI.
• Strategic AOP & Roadmap Alignment: Skill in mapping client Annual Operating Plans (AOP) to FCC product roadmaps and driving quarterly release demos.
• FCC Product Domain: Functional understanding across Headless Commerce, Catalog (PIM), OMS, Dynamic Pricing, Offer Engines, Retail Media, Seller Ecosystems, and Supply Chain.
• Scope Guardrails & Escalation: Mastery in setting firm boundaries with client leads, mitigating scope creep, and managing go‑live risks.

Why Join Us:

At Flipkart Commerce Cloud, you'll be part of a dynamic team that's reshaping the future of digital commerce. We offer a collaborative work environment, opportunities for professional growth, and the chance to drive real‑world impact in a culture built on collaboration, autonomy, and technical excellence.