Number of Applicants
:000+
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About the Role
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.
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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.
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Required Skills & Experience
4â8+ 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 Youâll 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
