Job Description
About the Company
Our client is an AI-first SaaS company serving the Retail and e-Commerce industries across Asia Pacific. Its cloud-native, enterprise-grade platforms cover POS, CRM, Inventory, Promotions, PIM, OMS, WMS, LMS and marketplace integration, built on a secure, scalable M.A.C.H architecture. They help retailers improve customer experience, reduce IT overhead and grow in a fast-evolving commerce environment.
About the Role
Country Manager Customer Success (India)
Key Responsibilities
- Own and drive the Customer Success strategy across India, with end-to-end accountability for the customer lifecycle and outcomes.
- Build and lead executive relationships with CXOs, positioning the organization as a strategic transformation partner.
- Drive revenue growth through renewals, upsell, cross-sell and long-term account expansion.
- Handle commercial negotiations, contract renewals and invoicing for enterprise accounts.
- Establish strong governance frameworks, including QBRs, success plans and value realization tracking.
- Align cross-functional teams (Sales, Product, Delivery, Finance) to deliver seamless customer outcomes.
- Build, mentor and lead a high-performing Customer Success team with clear metrics, accountability and leadership development.
- Act as the voice of the customer to influence product innovation and go-to-market strategy, and share market insights.
- Manage escalations effectively and protect long-term customer satisfaction.
Mandatory Requirements
18+ years
of leadership experience in Enterprise Sales, Consulting or Customer Success within enterprise software or technology-led environments.Direct ERP / SAP sales experience is essential.
Experience in SAP partner organizations or ERP/SAP sales is strongly preferred.Direct B2B SaaS / enterprise software selling.
Candidates whose experience is mainly through distributors or channel partners will not be considered.- Proven record in strategic account management, customer retention, upselling and cross-selling.
- Strong executive presence and credibility at CXO level, with excellent communication and a polished personality.
- Experience managing large, complex enterprise portfolios, commercial negotiations and invoicing.
- Proven ability to build and lead collaborative, high-performance teams.
- Currently based in
Mumbai
, and willing to work onsite (MonFri) and travel domestically for around 3 weeks per month.
Preferred Background
- ERP, SAP, Retail Technology, Unified Commerce, POS, WMS or Supply Chain software organizations.
- Experience selling to Retail, Manufacturing, E-commerce, Fashion & Apparel or Distribution.
- Strong new-business sales professionals with ERP/SAP experience may apply if they are keen to move into account management.
Not Suited For
Profiles from HCM/HRMS, Payroll, BFSI, Travel Technology, EdTech, CPaaS or CRM-only software backgrounds.
What You Bring
- Ability to align customer and organizational vision into a shared long-term strategic roadmap.
- High emotional intelligence to manage executive relationships, negotiations and escalations.
- A detail-oriented, governance-focused approach, combining commercial discipline with execution excellence.
Why Join
- Lead with innovation in an AI-first, cloud-native product company.
- Work with diverse teams across markets and influence retail transformation.
- A collaborative culture with continuous learning and cross-functional exposure.
- Make a measurable impact on customer revenue and efficiency.
How to Apply
Apply
