Customer Success Manager

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.