Team of Account Managers (own hiring, coaching, and operating cadence)
About Us -
We are a fast-growing SaaS product company building intelligent solutions to empower sales teams and channel partners with real-time insights and automation. Our suite of tools helps businesses optimize productivity, enhance field force efficiency, and make data-driven decisions.
Role Summary
Own customer outcomes across onboarding, adoption, value realization, renewal, and expansion. You'll lead a team of Account Managers to implement Salesdiary, drive measurable ROI for enterprise customers, and turn those wins into public case studies and references. Your charter blends implementation leadership with commercial impact (renewals first, expansion in partnership with Sales), with an operating rhythm of executive-level QBRs, success plans, and rigorous health reviews.
Lead end-to-end deployments: discovery ? BRD ? data collection & transformation ? UAT ? go-live; run weekly
steerco
with evolving timelines and risk logs.
Configure Salesdiary modules (SFA, DMS, Retailer, Influencer) and governance settings; ensure SSO/RBAC, roles, territories, products, schemes, and reports are correct.
Deliver multi-audience training (distributor back-office, field reps, managers, CXOs) with measurable completion and competency checks.
Create a
Customer Success Plan
for each account: goals, milestones, owners, timelines, and proof-of-value checkpoints.
2) Adoption, Value Realization & Executive QBRs
Instrument adoption (active users, feature usage, data freshness) and business KPIs (order throughput, coverage, error reduction); maintain an
account health score
as an early-warning system.
Run
QBR/EBR
with executive sponsors every 90-180 days: align on goals, show realized value vs baseline, agree next-quarter actions and expansion hypotheses.
Convert outcomes into
published case studies
and references with Marketing.
3) Renewals & Expansion (in-partnership with Sales)
Own
renewal readiness
and forecast; drive risk plans on at-risk accounts.
Identify expansion opportunities (modules, users, integrations); shape proposals with Sales while preserving a success-first posture.
Manage to financial lagging indicators:
GRR/NRR
, logo retention; coach the team on leading indicators to influence those outcomes.
4) Team Leadership & Operating Cadence
Build, coach, and performance-manage
Account Managers
; run weekly 1:1s, deal/health reviews, and a monthly operating review.
Standardize
playbooks
: onboarding checklists, success plan templates, escalation paths, comms templates, and QBR decks.
Own tooling & hygiene: CRM hygiene, ticketing SLAs, risk registers, QBR calendar, adoption dashboards.
5) Cross-Functional Collaboration
With Product/Engineering: translate field feedback into scoped CRs and roadmap inputs; validate releases with lighthouse customers.
With Marketing: co-create success stories, webinars, and references; fuel top-of-funnel with credible ROI narratives.
With Finance/Legal: align on renewal terms, addenda/SOWs, invoicing, and SLA expectations.
What Great Looks Like (12-month outcomes)
On-time go-lives
for strategic accounts;
time-to-value
within agreed thresholds.
Adoption
: ₹X% licensed users active; ?Y% of key workflows used weekly.
QBR discipline
: 100% of strategic accounts on a QBR calendar with exec attendance; clear action logs.
Retention
: GRR ? target;
NRR
trending upward via structured expansions (with Sales).
Evidence
: ₹1 published, metrics-backed
case study per quarter
.
Required Experience & Skills
5+ years
in Customer Success / Implementation / Enterprise Account Management (SaaS preferred); proven enterprise onboarding and renewal ownership.
Strong consultative chops in distribution-led sales ops; comfort facilitating steerco-level sessions.
Hands-on with
success plans, QBRs, health scoring
, and ROI storytelling.
Working knowledge of integrations (ERP/Tally/CRM), data workflows, and secure deployment patterns.
Team leadership: hiring, coaching, and performance management of Account Managers.
Nice-to-Have
Familiarity with BI dashboards, and enterprise ticketing/CRM.
KPIs & Scorecard (how you'll be measured)
Delivery:
Go-lives on plan; baseline vs post-go-live KPI lifts.