Lead- Customer Success

About the Company

A leading enterprise SaaS platform enabling end-to-end eCommerce and omnichannel operations for large brands, retailers, and marketplaces. The platform supports order management, inventory orchestration, warehousing, returns, and reconciliation at scale, processing over a billion transactions annually across thousands of warehouses and stores in India, Southeast Asia, and the Middle East.

Roles and Responsibilities

• Own enterprise P&L and revenue growth charter, driving renewals, expansions, and solution adoption across large accounts.
• Build scalable account strategies to maximize wallet share, net revenue retention (NRR), and customer lifetime value.
• Lead consultative, insight-led engagements with CXO stakeholders to identify cross-sell and upsell opportunities.
• Position the platform as a strategic business partner rather than a transactional software provider.
• Lead, mentor, and scale a high-performing enterprise account management team with strong execution discipline.
• Institutionalize frameworks for account planning, revenue forecasting, and performance tracking.
• Partner closely with Product, Tech, Sales, and Customer Success teams to co-create client-aligned solutions.
• Influence product roadmap and internal priorities using structured enterprise customer feedback.
• Establish governance through MBRs, dashboards, and feedback loops to ensure predictability and client satisfaction.
• Act as the voice of the customer, driving continuous improvement and long-term engagement strategies.

Skills and qualifications

• 10–12 years of experience in Enterprise Account Management, Customer Success, or Enterprise Sales within SaaS or tech-led businesses.
• Proven track record of driving enterprise revenue expansion, renewals, and commercial negotiations.
• Strong leadership experience managing senior account managers handling large enterprise portfolios.
• Excellent CXO-level stakeholder management and consultative selling capability.
• Strong analytical and strategic thinking with hands-on experience in CRM, dashboards, and data-led decision-making.
• MBA from a premier institution preferred.
• Ability to thrive in a fast-paced, high-growth, execution-focused environment.

What's On Offer

• Senior leadership role owning enterprise growth for marquee retail and eCommerce clients.
• High visibility role with strong influence on revenue strategy and product direction.
• Opportunity to build and scale a best-in-class enterprise customer success organization.
• Work closely with senior leadership in a high-growth SaaS environment.
• Competitive compensation and long-term growth opportunities.