Customer Success & Account Management(Business Development & Sales)

Role Summary We are seeking a proactive and strategic Customer Success & Account Management Specialist to drive client retention, expansion, and revenue growth. This role sits at the intersection of sales, relationship management, and customer experience , requiring a balance of commercial acumen and customer-centric thinking. You will own key accounts, ensure value realization for clients, and identify growth opportunities through deep engagement and consultative selling. Key Responsibilities 1. Account Management & Client Success Serve as the primary point of contact for assigned key accounts Build trusted advisor relationships with stakeholders and decision-makers Ensure successful onboarding, adoption, and ongoing satisfaction Conduct regular business reviews (QBRs/MBRs) with clients 2. Revenue Growth & Expansion Drive upselling, cross-selling, and renewals across accounts Identify whitespace opportunities within existing client portfolios Develop account growth plans aligned with client business goals Consistently achieve or exceed revenue and retention targets 3. Customer Experience & Retention Monitor customer health metrics and proactively mitigate churn risks Resolve escalations efficiently while maintaining client trust Deliver a seamless and high-quality customer experience 4. Strategic Collaboration Work closely with Sales, Product, Marketing, and Delivery teams Provide customer feedback to improve product/service offerings Support go-to-market strategies and client-specific campaigns 5. Business Development Identify and pursue new opportunities within existing networks Contribute to pipeline generation through referrals and relationships Support proposal development and client presentations Key Performance Indicators (KPIs) Revenue growth from existing accounts (%) Net Revenue Retention (NRR) Customer Retention/Churn Rate Upsell & Cross-sell conversion rates Customer Satisfaction (CSAT) / Net Promoter Score (NPS) Average deal size growth Account expansion pipeline value Required Qualifications Bachelor’s degree in Business, Marketing, or related field 5+ years of experience in Sales, Account Management, or Customer Success Proven success in revenue generation and client retention Strong business acumen and understanding of sales cycles Excellent communication, negotiation, and presentation skills Ability to manage multiple high-value accounts simultaneously Core Competencies Relationship Building & Stakeholder Management Strategic Thinking & Problem Solving Negotiation & Closing Skills Customer-Centric Mindset Data-Driven Decision Making Adaptability & Ownership Preferred Qualifications Experience in B2B / SaaS / Enterprise Sales environments Hands-on experience with CRM tools (Salesforce, HubSpot, Zoho) Exposure to customer success platforms (Gainsight, Freshworks, etc.) Strong analytical skills and experience with reporting dashboards