Why Shopflo
Shopflo started with a simple belief - checkout is the most under-innovated part of ecommerce. We built India’s checkout-as-a-service platform for D2C brands, helping over 1,000 merchants improve conversion rates, reduce fraud COD orders, and deliver a seamless buying experience. Brands like Dot & Key, Nestasia, and The Sleep Company trust us to run their checkout.
In 2026, we were acquired by Pine Labs - one of India’s most established fintech infrastructure companies. That means we now have the distribution, merchant relationships, and resources of a large fintech, while continuing to operate with the pace and ownership culture of a product team.
Startup DNA. Enterprise backing. Real product. Real traction.
About the Role
As a Customer Success Manager, you’ll drive strategic growth and strengthen executive-level relationships by managing and maximizing key client accounts for long-term success.
What you will do
Account Strategy:
- Develop and execute strategic account plans with clear goals, growth objectives, and success metrics.
- Lead quarterly business reviews with senior stakeholders to evaluate performance and identify new opportunities.
- Collaborate cross-functionally to ensure seamless delivery and alignment with client priorities.
- Forecast and track key account metrics, including revenue, retention, and satisfaction.
Relationship Building:
- Build deep, trusted partnerships with senior stakeholders across top accounts.
- Proactively engage to understand evolving business needs and strategic priorities.
- Strengthen credibility through insight-driven recommendations and consistent follow-through.
Revenue Generation:
- Identify and execute upselling and cross-selling opportunities to drive account expansion.
- Lead contract negotiations to maximize revenue, profitability, and long-term value.
- Partner with leadership to shape commercial strategy and account growth plans.
Customer Success:
- Guide clients through their journey from activation to adoption, growth, and advocacy.
- Monitor account health and address risks proactively.
- Collaborate with internal teams to deliver a world-class customer experience and champion client needs internally.
Market Intelligence:
- Stay informed on industry trends, competitor movements, and customer insights.
- Leverage market data to refine account strategies and uncover growth opportunities.
You should apply if you have
- 3+ years of hands-on experience in Key Account Management, ideally in a B2B SaaS environment.
- Proven ability to manage complex, high-value client relationships and deliver growth targets.
- Strong commercial acumen, negotiation, and strategic problem-solving skills.
- Proficiency in CRM tools, project management, and data analysis.
- Passion for building long-term partnerships and delivering exceptional customer outcomes.
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