Senior Customer Success Manager, Channel Loyalty

About This Role

Channel and trade sales in India run on distributors, retailers, chemists, dealers and field teams. Much of that business still moves through paper claims, spreadsheets and delayed payouts. Our Channel Loyalty cluster helps pharma, FMCG, building materials and industrial brands digitise this layer on Loyalife, our loyalty SaaS platform.

We’re looking for a senior owner for this cluster. You’ll own and operate the business, covering client growth and renewals, program outcomes, escalations, the operating playbook and the cross-functional work that delivers it. This is a commercial role with a revenue target, backed by strong command of day-to-day operations. It is not an operations desk.

What You’ll Do

Revenue and Growth

• Deliver the cluster’s revenue target across renewals, upsell, expansion and new program rollouts within existing clients.
• Own the forecast and pipeline for every Channel Loyalty client.
• Build the commercial impact story for each program, linking spend to incremental secondary sales and gross margin, and take it into every renewal conversation.

Channel Digitisation and Program Design

• Move clients from manual claims and paper schemes to digital enrolment, invoice and scan-based accrual, DMS and ERP integrations, UPI or DBT payouts and WhatsApp-led engagement.
• Define what good adoption looks like for each trade-partner tier and guide clients toward it.
• Advise clients on slabs, tiers, schemes, campaigns and gamification that fit how distributors, retailers and field staff earn and behave in Indian trade.
• Translate sales objectives into rule engine configurations that work on Loyalife.

Program Outcomes and Delivery

• Track enrolment, MAU, redemption and digitised secondary-sales share against sector benchmarks, and act early when a program slips.
• Report results in the language of the client’s sales leadership.
• Lead integration discussions with client IT and our Tech team, covering DMS, ERP, invoice feeds, APIs and SFTP.
• Scope requirements clearly, flag risks early and keep go-lives on track.

Senior Stakeholders and Escalations

• Act as the trusted advisor to client CXOs, sales and marketing heads and finance leaders, and lead the conversation on strategy and outcomes.
• Own every escalation from first signal to closure: triage severity, set the response path, brief leadership early with facts and a recovery plan, and run a root-cause review.
• Work daily with Product, Tech, Supply, Support, Finance and Sales to deliver client commitments, and align priorities through clarity, data and credibility rather than hierarchy.
• Keep day-to-day operations disciplined across tickets, points accrual and rule engine queries, redemption and catalog issues, SLAs, and clear MoMs with owners and ETAs.

Playbook, Reviews and Reporting

• Own and improve the operating playbook for running channel programs at scale, including phased rollout, sector archetypes, KPIs and cadence.
• Coach junior CSMs in the cluster as it grows.
• Run weekly client calls, monthly performance reviews and quarterly business reviews covering adoption, ROI, risks and a forward plan with clear asks.
• Send leadership a weekly update on cluster health, revenue against target, escalations, risks and renewals.
• Keep HubSpot and Jira accurate and current so account position is visible at any time.
• Use AI tools in daily work to prepare QBRs, summarise calls, draft MoMs, analyse data and track accounts.

What We’re Looking For

• 8 to 10 years in customer success, key account management or loyalty program management, with channel, trade or B2B2C loyalty as your primary background.
• Strong working knowledge of how distributor and retailer networks run in India, including primary versus secondary sales, scheme and slab structures, claim and settlement cycles, and field adoption.
• Understanding of incentive structures in pharma, FMCG or similar trade-led sectors, such as chemist and stockist programs, retailer schemes and field-force incentives.
• Experience moving trade programs from manual to digital, with familiarity with DMS, ERP or invoice integrations, UPI or DBT payouts and WhatsApp or SMS engagement.
• Comfort leading CXO conversations, handling difficult escalations calmly and holding a point of view with senior clients and internal leaders.
• Experience managing enterprise clients on a B2B SaaS or loyalty platform, ideally with rule engines, points, tiers and redemption.
• Fluency with integrations, APIs and data flows, with the ability to speak confidently with client IT and engineering, and hands-on experience with CRM and ticketing tools such as HubSpot and Jira.
• Active use of AI tools to work faster and better, and interest in building AI into reporting and review workflows.
• A track record of carrying and delivering a revenue target through renewals and upsell, building an ROI case and writing clear, executive-ready updates.

Nice to Have

• Experience in a loyalty or rewards platform company, or on the brand side of a channel program.
• Experience building a playbook or leading a small team or pod.
• Regional language fluency relevant to Indian trade networks.

What Makes You a Strong Fit

• You treat a revenue number as part of the job and plan your accounts around it.
• You’re equally comfortable in a CXO review and in a conversation about an API feed or a rule configuration.
• You stay calm in escalations and bring facts, a plan and clear next steps.
• You earn priority from teams that don’t report to you through clarity, data and follow-through.
• You turn what works on one account into a repeatable playbook for the cluster.

Why This Role Matters

Digitising channel and trade programs changes how brands see secondary sales, pay out schemes and keep partners engaged. As cluster owner, you set how that work is delivered for pharma, FMCG, building materials and industrial clients. The playbook you build becomes the standard for how Xoxoday runs channel programs.

Why Join Us

• Own the Channel Loyalty cluster, with direct accountability for revenue, outcomes and client trust.
• Work in a large, under-digitised market where manual processes still dominate channel and trade sales.
• Solve client problems with the full stack behind you: the platform, rules engine, catalog and rewards supply are built in-house.
• Work directly with the Head of Customer Success and leadership, and present to client CXOs from day one.
• Grow as the cluster scales, with room to build and lead a team, in a close Customer Success team with modern, AI-assisted workflows.

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