Customer Success Lead

We are looking for a customer-obsessed, strategic, and growth-oriented Customer Success & Growth Manager to own and scale post-sales customer relationships for Covoro. This role sits at the intersection of Customer Success, Account Management, and Business Development, with a strong focus on retention, expansion (cross-sell & upsell), and long-term value creation. You will work closely with enterprise and mid-market customers businesses, GST practitioners, CAs, and tax teams, helping them derive measurable value from Covoros GST and compliance technology suite while driving revenue growth.
Responsibilities

• Own strategic customer relationships post-sale and act as the single point of contact.
• Conduct regular QBRs/QSRs, health checks, and value reviews aligned to customer KPIs.
• Drive product adoption, usage expansion, and customer satisfaction.
• Monitor customer health using NPS, CSAT, renewal risk, and usage metrics.
• Proactively identify and resolve issues to minimise churn.
• Ensure customers achieve faster time-to-value.
• Identify and execute upsell and cross-sell opportunities across Covoros GST product suite.
• Expand accounts across new teams, locations, legal entities, and geographies.
• Support pricing discussions, renewals, and commercial negotiations.
• 
  Lead structured onboarding journeys in collaboration with Product, Tech, and Support teams.
• Ensure seamless implementation of GST, e-Invoicing, e-Way Bill, ITC, Audit, and EXIM solutions.
• Enable customers with training, best practices, and process alignment.
• Generate new opportunities via referrals, existing customer networks, and proactive outreach.
• Upsell and cross-sell of the products.
• Deliver compelling product demos, solution walkthroughs, and value propositions.
• Own the sales cycle for assigned accounts from qualification to closure.
• Capture customer feedback and relay insights to Product and Engineering teams.
• Build customer advocacy through case studies, testimonials, and referrals.
• Stay updated on GST regulations, e-Invoice mandates, EXIM trends, and competitor offerings.
• You will manage a team of 3-4 senior people.
  

Requirements

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• Proven experience in B2B SaaS in a customer-facing role spanning Customer Success, Account Management, or Sales.
• Strong track record of account growth, including cross-sell, upsell, renewals, and churn reduction.
• Comfortable managing accounts across different business scales from mid-market to large enterprises.
• Exposure to GST practice, tax technology, compliance platforms, or fintech/legal-tech products (strong plus).
• Able to engage confidently with CXOs, Finance Heads, Tax Leaders, and CA firms.
• Experience handling QSRs (Quarterly/Strategic Reviews), success planning, and KPI-driven conversations.
• Process-oriented mindset with the ability to manage tech-driven implementations and SaaS adoption journeys.
• Experience using CRM tools, dashboards, NPS/CSAT metrics, and pipeline analytics.
• Self-driven, resilient, and comfortable operating in a fast-paced, growth-stage environment.
• CA / CA Inter background is a strong advantage; GST exposure is a must, and experience with EXIM is good to have.
  

This job was posted by Sayan Mondal from Perennial Systems.