Unicommerce
Website:
unicommerce.com
Job details:
Role Overview
We are looking for an experienced Customer Success Manager (Key Accounts) to lead a team of 25–30 Account Managers responsible for managing and growing Unicommerce's existing customer base. This is a strategic leadership role focused on improving customer retention, increasing Net Revenue Retention (NRR), expanding share of wallet, and driving upselling and cross-selling opportunities across enterprise and mid-market accounts.
The ideal candidate should have strong people leadership, commercial acumen, stakeholder management, and experience leading large account management or customer success teams within a B2B SaaS environment.
Key Responsibilities
Account Growth & Customer Success
- Own the growth and retention of a portfolio of existing enterprise and mid-market customers.
- Drive improvements in Net Revenue Retention (NRR), customer retention, and account expansion.
- Increase share of wallet by identifying opportunities for upselling, cross-selling, and multi-product adoption.
- Lead strategic account planning and Quarterly Business Reviews (QBRs) for key customers.
- Partner with enterprise customers to understand business objectives and recommend solutions that maximize value.
- Build strong executive relationships and act as a trusted advisor to key stakeholders.
- Monitor customer health, proactively mitigate churn risks, and improve customer lifetime value.
Team Leadership
- Lead, mentor, and develop a team of 25–30 Account Managers.
- Set clear goals, KPIs, and performance expectations for the team.
- Drive a high-performance culture focused on customer outcomes and revenue growth.
- Coach the team on account planning, commercial negotiations, renewals, stakeholder management, and expansion strategies.
- Conduct regular performance reviews, pipeline reviews, and account strategy sessions.
- Build scalable processes and best practices to improve team productivity and customer experience.
Commercial Excellence
- Own renewal forecasting and account growth planning.
- Drive upselling and cross-selling initiatives to maximize recurring revenue.
- Support commercial negotiations, pricing discussions, and contract renewals for strategic accounts.
- Collaborate with Sales to identify expansion opportunities and execute growth strategies.
- Track key revenue metrics and ensure achievement of business targets.
Cross-Functional Collaboration
- Work closely with Product, Sales, Customer Success, Support, and Operations teams to deliver an exceptional customer experience.
- Act as the voice of the customer by sharing feedback and influencing product enhancements.
- Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
Required Skills & Qualifications
- 7–9 years of experience in Key Account Management, Enterprise Account Management, Customer Success, or Account Management within a B2B SaaS company.
- Proven experience leading large Account Management or Customer Success teams (20+ members).
- Strong track record of driving Net Revenue Retention (NRR), renewals, share of wallet, upselling, and cross-selling.
- Experience managing enterprise customers and executive stakeholders.
- Excellent leadership, coaching, negotiation, and stakeholder management skills.
- Strong analytical skills with the ability to interpret customer and revenue metrics.
- Experience with CRM platforms such as Salesforce, HubSpot, Zoho CRM, or similar.
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