Job Description
Key Responsibilities
Customer Engagement & Relationship Management
Act as a trusted advisor for key customer accounts
Build and maintain strong executive-level relationships
Drive regular engagement through QBRs, business reviews, and strategic discussions
Ensure continuous alignment with customer goals and expectations
Cross-Selling & Revenue Growth
Identify and drive cross-sell and upsell opportunities within existing accounts
Analyze customer usage, gaps, and business needs to position relevant solutions
Collaborate with Sales, Product, and Delivery teams to maximize account growth
Own and contribute to revenue expansion targets
Customer Success & Value Realization
Develop and execute Customer Success Plans
Ensure customers achieve desired business outcomes and ROI
Monitor adoption, engagement, and health scores
Drive initiatives to improve customer retention and satisfaction
Stakeholder & Governance Management
Lead customer governance calls, steering committees, and escalations
Provide proactive updates on risks, opportunities, and performance
Align internal and external stakeholders for seamless delivery
Data-Driven Decision Making
Track and analyze key metrics such as:
Customer health score
Product adoption and usage
Net Revenue Retention (NRR)
Customer Satisfaction (CSAT/NPS)
Use insights to drive engagement and expansion strategies
Risk Management & Retention
Identify early warning signals for churn or dissatisfaction
Drive proactive mitigation plans
Ensure high customer retention and long-term partnerships
Required Skills & Experience
10+ years of experience in Customer Success / Account Management / Delivery Leadership
Strong experience in cross-selling, upselling, and revenue expansion
Excellent stakeholder management and communication skills (especially with global clients)
Proven ability to manage enterprise accounts
Strong understanding of Agile delivery and product lifecycle
Data-driven mindset with ability to derive insights from customer metrics
Experience in SaaS / Airline / Travel domain (preferred for your profile alignment)