Job Description

We're looking for someone who thinks product-first

, someone who deeply understands Shopflo's offerings and can proactively guide merchants on how to best use them to drive tangible business impact. This role requires experience working with

India-based, non-enterprise clients

, ideally in

high-volume, fast-paced environments

. Strong farming skills are essential, you should be excellent at building authority-driven relationships, driving adoption, and unlocking growth within both

existing and newly onboarded accounts

.

What You'll Do

Be the point of contact

for your assigned accounts after go-live -- build trust, understand their business, and help them succeed

Train, onboard, and guide

clients on product usage, best practices, and new features

Proactively drive adoption

by monitoring engagement metrics and identifying early warning signs or drop-offs

Conduct regular check-ins

and Quarterly Business Reviews (QBRs) to assess goals and performance

Own customer retention

-- reduce churn and drive renewals by delivering consistent value

Bring feedback loops

from customer interactions to the Product and Engineering teams

Act as a product champion

, showcasing new features and helping clients get the most out of what we build

What We're Looking For

2-4 years of experience in

Customer Success or Account Management

, preferably in a

SaaS, B2B, B2C, D2C, or tech-first startup environment

. Excellent verbal and written communication -- you're articulate, clear, and comfortable handling tough client conversations. Strong problem-solving skills -- you don't wait for answers; you dig, understand, and deliver. Ability to handle ambiguity and juggle multiple accounts without dropping the ball. * A proactive, ownership-driven mindset -- we value people who take initiative and follow through.