Key Account Manager

About the Role

We are looking for a Key Account Success Manager to build strong relationships with our key customers and act as the bridge between customers and our internal Support, Operations, Product, and Technology teams.

The core objective of this role is to improve customer satisfaction and strengthen the overall customer experience across key accounts. You will own customer relationships, understand their challenges, drive timely issue resolution, and identify recurring problems.

This role is ideal for someone who combines empathy, relationship management, and a strong technical problem-solving mindset. You should be comfortable getting into the details of an issue, identifying root causes, and driving solutions with internal teams.

This is not a sales role. The focus is on customer success, satisfaction, retention, and long-term relationships.

What You'll Do

• Own relationships with a portfolio of key accounts and act as the primary point of contact for customer success.
• Understand account requirements, operational challenges, pain points, and customer expectations.
• Act as the bridge between customers and internal Support, Operations, Product, and Technology teams.
• Own customer issues end-to-end, from identification to resolution, with timely communication.
• Deep-dive into problems yourself, analyse issues, identify root causes, and drive solutions.
• Track recurring issues and proactively work towards reducing repeat problems.
• Drive improvements in Customer Satisfaction Index (CSAT) across key accounts.
• Conduct regular customer touchpoints to gather feedback and identify improvement opportunities.
• Translate customer feedback into actionable inputs for internal teams and follow through on implementation.
• Manage escalations with empathy, urgency, and strong ownership.
• Maintain visibility on account health, open issues, escalations, and customer sentiment.
• Prepare regular account updates covering key concerns, action items, and improvement areas.
• Travel across India (~20%) to meet customers and understand their operations firsthand.

What We're Looking For

• 2–4 years of experience, with 2+ years in Customer Success, Key Account Management, Account Management, Technical Account Management, or a similar customer-facing role.
• Strong technical aptitude with the ability to investigate and troubleshoot problems independently.
• Strong problem-solving skills and a willingness to identify the root cause rather than just manage symptoms.
• Experience working cross-functionally with Operations, Support, Product, Engineering, or Technology teams.
• Excellent communication, stakeholder management, and relationship-building skills.
• High degree of empathy, patience, and customer orientation.
• Strong ownership and ability to manage customer escalations effectively.
• Comfortable working with data, reports, dashboards, and customer metrics.
• Willingness to travel across India as required.