Customer Account Manager

What Youll Do

Customer Account Manager (Existing Business)

Retain and grow a high-volume portfolio of customers. Youll own renewals, reduce churn, and lead efficient, tech-touch expansion.

Report to: Manager/Senior Manager, Existing Business Sales

What Your Responsibilities Will Be

What your responsibilities will be

• Manage renewals and retention Lead the full renewal cycle (forecasting, negotiation, order forms) to hit renewal rate, GRR, and churn targets.
• Identify risk (low usage, support signals, billing issues) and run save plays to stabilize at-risk accounts.
• Increase efficient growth
• Surface and close upsell and cross-sell in consideration of customer outcomes.
• Maintain a high-velocity pipeline and exceed ARR/NRR quotas for your book.
• Manage a portfolio at scale Orchestrate tech-touch motions to keep customers engaged and realizing value.
• Prioritize with data: segment book by health, potential, and risk; complete standardized playbooks by segment.
• Deliver value and advocacy Run concise check-ins and periodic business reviews, and next best actions.
• Capture the voice of the customer and partner with Product, Support, and Marketing on fixes and campaigns.
• Operate as one team -Collaborate with Customer Success, Solutions, and Marketing to ensure smooth onboarding, issue resolution, and scalable enablement.
• Maintain accurate CRM hygiene, forecasts, and activity logs.

What Youll Need To Be Successful

What success is

• Renewal rate/GRR at or above target; NRR growth across your book
• Reduced logo and revenue churn through early risk identification and save plays
• Improved product adoption and feature use in your segment
• Reliable forecast accuracy and, error-free renewals
• High customer satisfaction and reference ability

What youll bring

• SaaS renewals and account management experience with experience hitting retention and expansion targets.
• Negotiation and objection handling skills with procurement and decision makers.
• Data-driven operating rhythm using CRM (e.g., Salesforce) and sales tooling to prioritize and oversee at scale.
• Clear Experience establishing communication and engagement with prospects.
• Process discipline with comfort.
• Collaboration with Success, Support, Product, and Marketing.
• 3+ years of experience with customer health scoring, strategy design, and the tax compliance domain.
• You will be completely onsite in Pune and require working from the office.