Customer Accounts Manager

What You'll Do

Customer Account Manager (Existing Business)

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

Report to:

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 You'll 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 you'll 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.