Senior Manager - Customer Success

Location: Bengaluru

About Flipkart Commerce Cloud:

Flipkart Commerce Cloud (FCC) offers cutting-edge, composable commerce solutions designed to make enterprise digital commerce easy, scalable, and profitable. Our offerings include a headless and composable retail tech stack, a robust consumer experience suite, advanced seller ecosystem management, and end-to-end supply chain management.

Role Overview :

The Senior Manager, Customer Success drives enterprise account health, platform adoption, Net Revenue Retention (NRR), and value realization as FCC’s primary executive bridge and first line of escalation. While Program Delivery leads and Group Product Managers (GPMs) own execution schedules, you will enforce scope guardrails, protect product integrity, and safeguard critical delivery milestones. You will own the full customer lifecycle—running structured governance rhythms (VRCIs, MBRs, QBRs, EBRs), building client champions, leading renewal negotiations with procurement, forecasting churn/growth risks, qualifying upsells for Sales, and aligning client Annual Operating Plans (AOP) with FCC’s product roadmap to drive measurable business outcomes.

Key Responsibilities:

● Executive Governance & Operating Rhythms:  Establish high-touch governance with client leadership via Weekly/Bi-Weekly Value Realization Check-ins (VRCIs), Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and Executive Business Reviews (EBRs).

● Value Realization & Champion Building:  Ensure client business metrics are met, converting client executives into long-term FCC champions while driving deep platform adoption among daily practitioners.

● NPS & Health Scoring:  Own Net Promoter Score (NPS) programs, track client sentiment proactively, execute Customer Success Plans (CSPs), and lead risk mitigation for at-risk accounts.

● Renewals, Churn Forecasting & Procurement:  Own the account renewal strategy. Accurately forecast churn and growth risks, and lead renewal negotiations directly with client procurement and executive leadership to defend Annual Recurring Revenue (ARR).

● Upsell Qualification & Expansion:  Identify expansion opportunities, lead initial upsell-qualifying conversations with executive sponsors, and hand off qualified leads to Sales for execution.

● Client AOP & Product Roadmap Alignment:  Drive client Annual Operating Plan (AOP) conversations and feed strategic needs to Product teams. Partner with Product leads on Quarterly Release Demos and Roadmap updates to keep clients aligned with FCC’s module evolution.

● Multi-Product Adoption across FCC Suite:  Drive value realization across FCC’s full composable stack:
Catalog & Headless Commerce, OMS & Supply Chain, Pricing & Offer Engines, Retail Media Networks (RMN), and Seller Ecosystem Management.

● Scope Governance & Guardrails:  Partner with Program Delivery and GPMs to monitor critical path health. Act as an escalation point to manage client scope expectations, protect product boundaries, and safeguard go-live gates.

Qualifications:

● Bachelor’s or Master’s degree in Business Administration, IT, Computer Science, or a related field.
● 6–8+ years of experience in Customer Success, Account Management, or Technical Program Management within enterprise SaaS, digital commerce, or retail tech.

● Proven track record of managing $M+ Annual Recurring Revenue (ARR) accounts, driving renewals, forecasting churn, and qualifying upsells.

● Direct experience negotiating renewals with enterprise procurement teams and C-suite sponsors.
● Working knowledge of modular e-commerce stacks (headless commerce, OMS, dynamic pricing, retail ad-tech, supply chain).

● Exceptional executive communication, negotiation, and conflict-resolution skills.

● Willingness to travel as needed for client…