Customer Success Manager - Consulting/SaaS

About the Role:

Were seeking a driven and strategic Customer Success & Account Manager to own key customer relationships and ensure value delivery across our global CPG clients. This role involves managing the end-to-end customer lifecycle from onboarding to renewals while identifying opportunities for upselling, cross-selling, and driving adoption of Bizoms solutions. Youll work closely with internal teams to deliver outcomes aligned with customer success metrics, SLAs, and strategic goals.

Key Responsibilities:

- Customer Success & Retention: Act as the single point of contact for customers, ensuring high satisfaction, adoption, and retention through proactive account management and regular Monthly Business Reviews (MBRs).

- Stakeholder Management: Build strong relationships with cross-functional stakeholders both client-side and internal ensuring alignment on project goals, product adoption, and service delivery.

- Account Management: Drive account growth through upselling and cross-selling based on business needs, usage patterns, and market trends.

- Global Client Handling: Manage enterprise clients across India, Africa, and the Middle East, delivering consistent value through local market understanding and tailored solutions.

- Project & Product Management: Lead implementations and feature rollouts, working closely with Product and Engineering teams to translate client needs into well-documented Business Requirement Documents (BRDs).

- SOW, SLA, RFP, RFQ Management: Own documentation and negotiation of Statements of Work (SOWs), Service Level Agreements (SLAs), Requests for Proposals (RFPs), and Requests for Quotations (RFQs) in collaboration with sales and legal.

- Escalation & Issue Management: Proactively handle escalations by coordinating with relevant teams to ensure timely resolution and client satisfaction.

- Data & Insights: Create dashboards and business reports that provide actionable insights, track Net Promoter Score (NPS), and inform strategic decision-making.

- Negotiation & Renewals: Lead renewal cycles, negotiate contracts, and drive long-term partnerships by showcasing product ROI and business impact.

Required Skills & Qualifications:

- 36 years of experience in Customer Success, Account Management, or Consulting in SaaS, FMCG, or Retail domains.

- Strong expertise in stakeholder management, project management, and product life cycle understanding.

- Excellent communication, presentation, and problem-solving skills.

- Proven ability to manage complex accounts and execute strategic upsell/cross-sell opportunities.

- Experience working with data tools to build performance dashboards and actionable insights.

- Entrepreneurial mindset with a customer-first attitude and ownership mentality.

What We Offer:

- A collaborative, high-growth work culture with global exposure.

- Access to world-class clients and enterprise-level responsibilities.

- Flexibility, autonomy, and opportunities to grow into leadership roles.

- Comprehensive health benefits, paid leaves, in-house meals, and more.