Role Purpose
Reporting to the Director, the KAM Head will be responsible for building and leading the company's Key Account Management function, ensuring that top client relationships are nurtured, grown, and converted into long-term partnerships. This role ensures that client success translates into measurable business outcomes — higher revenue, better retention, and increased adoption of the company's SaaS solutions. Without this role, the company risks losing focus on enterprise accounts, fragmented engagement, and missed opportunities for upsell/cross-sell.
Key Expectations from the role:
- Responsible → runs the processes and is measured on KPIs.
- Accountable → ultimately answerable ("the owner").
- Consulted → provide inputs, expertise to team/partner functions.
- Informed → areas to be kept informed on.
Responsible:
- Develop and implement the Key Account Management strategy across priority clients.
- Own revenue retention, upsell, and cross-sell targets from top accounts.
- Build account plans with clear growth opportunities, aligned to client priorities.
- Manage escalations at senior levels, ensuring client trust is maintained.
- Lead and mentor the KAM team for structured client engagement across B2C & B2B businesses.
Accountable:
- Delivery of account revenue targets (renewals, expansions).
- Client NPS and retention metrics for B2C + B2B clients
- Strategic alignment of account strategy with the company's SaaS-first direction.
Consulted:
- Work with Product/Tech to integrate client requirements into platform roadmap.
- Partner with Operations to resolve SLA-linked issues proactively.
- Collaborate with Finance on pricing, invoicing, and reconciliation.
- Support Sales on enterprise pursuits by leveraging account insights.
Informed:
- Be informed of changes at a platform level
- Be informed of industry trends, policy changes and competitor moves
- Keep leadership updated on account performance, risks, and opportunities.
- Inform teams of client feedback, market shifts, and competitor activity.
Key CompetenciesKnowledge:
- Essential: Deep understanding of enterprise account management, SaaS domain, client success frameworks.
- Desirable: Familiarity with SaaS ecosystem; insights into emerging SaaS trends and adoption patterns.
Skills:
- Essential: Strategic account planning, client engagement, commercial negotiation, stakeholder management.
- Desirable: Experience in SaaS adoption metrics, ability to translate client requirements into product features.
Attitudinal/Behavioral Traits:
- Essential: Strong ownership, relationship orientation, commercial acumen, ability to manage ambiguity.
- Desirable: Growth mindset, coaching and mentoring skills, entrepreneurial orientation.
Experience & Education
Essential: 9+ years in account management/client success roles in SaaS/SaaS tech, with proven experience managing enterprise accounts.
Desirable: Prior experience in SaaS-led companies, or cloud platforms.
MBA or equivalent post-graduate qualification preferred.
Job Type: Permanent
Pay: ₹1,200, ₹2,096,007.48 per year
Work Location: In person