, you'll be responsible for ensuring client satisfaction, retention, and growth. You will manage relationships with e-commerce and DTC (Direct-to-Consumer) brands, helping them adopt and use the company's product effectively. Your goal is to deliver measurable outcomes for clients and ensure they renew and expand their business with the company.
Key ResponsibilitiesFirst 90 Days
Understand merchant workflows and DTC/e-commerce use cases.
Improve product adoption by 10% through proactive engagement and onboarding.
Establish and track NPS (Net Promoter Score) and retention metrics.
First 180 Days
Maintain
95%+ client retention
rate.
Drive
referrals and advocacy
from happy customers.
Publish
3 success stories / case studies
showing ROI (Return on Investment).
Collaborate with Sales & Product teams for client feedback and improvement.
Success Metrics (KPIs)
NPS Score:
Increase from baseline within 6 months.
Retention:
? 95%.
Referral ARR Growth:
More clients via word-of-mouth.
QBR (Quarterly Business Review):
100% completed on schedule.
Merchant Advocacy:
At least one testimonial/case study each quarter.
Required Experience & Skills
Experience:
2-6 years in Customer Success or Account Management (preferably SaaS / E-commerce / DTC).
Must-Have Skills:
Strong client communication & relationship management.
Data analysis using Excel/Google Sheets for retention insights.
Experience with
Comfortable working late evenings for client calls.
High sense of ownership and accountability.
Valid Indian work authorization.
Job Types: Full-time, Permanent
Pay: ₹1,500,000.00 - ₹2,000,000.00 per year
Benefits:
Provident Fund
Work Location: In person
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