💼 Senior Manager, Customer Success | Flipkart Commerce Cloud
📝 About the Role
Flipkart Commerce Cloud (FCC) offers composable commerce solutions designed to make enterprise digital commerce easy, scalable, and profitable. Its offerings include a headless and composable retail tech stack, consumer experience solutions, seller ecosystem management, and end-to-end supply chain management.
The Senior Manager, Customer Success will drive enterprise account health, platform adoption, Net Revenue Retention (NRR), and value realization while serving as FCC's primary executive bridge and first line of escalation.
The role owns the full customer lifecycle, including governance rhythms, client champion building, renewal negotiations, churn and growth forecasting, upsell qualification, and alignment of client Annual Operating Plans with the FCC product roadmap.
🎯 Key Responsibilities
1. Executive Governance & Operating Rhythms
- Establish high-touch governance with client leadership through VRCIs, MBRs, QBRs, and EBRs.
2. Value Realization & Champion Building
- Ensure client business metrics are met and convert client executives into long-term FCC champions.
- Drive deep platform adoption among daily practitioners.
3. NPS & Health Scoring
- Own NPS programs and proactively track client sentiment.
- Execute Customer Success Plans (CSPs) and lead risk mitigation for at-risk accounts.
4. Renewals, Churn Forecasting & Procurement
- Own account renewal strategy.
- Forecast churn and growth risks.
- Lead renewal negotiations with client procurement and executive leadership to defend ARR.
5. Upsell Qualification & Expansion
- Identify expansion opportunities.
- Lead initial upsell-qualifying conversations with executive sponsors.
- Hand off qualified opportunities to Sales for execution.
6. Client AOP & Product Roadmap Alignment
- Drive client Annual Operating Plan conversations and communicate strategic needs to Product teams.
- Partner with Product leads on quarterly release demos and roadmap updates.
7. Multi-Product Adoption
- Drive value realization across Catalog & Headless Commerce, OMS & Supply Chain, Pricing & Offer Engines, Retail Media Networks, and Seller Ecosystem Management.
8. Scope Governance & Guardrails
- Partner with Program Delivery and GPMs to monitor critical path health.
- 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 experience 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 including headless commerce, OMS, dynamic pricing, retail ad-tech, and supply chain.
- Exceptional executive communication, negotiation, and conflict-resolution skills.
- Willingness to travel as needed for client QBRs, EBRs, and executive on-site sessions.
🛠️ Required Skills & Competencies
- Customer Success Rhythms & Retention
- VRCIs, MBRs, QBRs & EBRs
- NPS Programs & Customer Success Plans
- Churn & Growth Forecasting
- Procurement Negotiations
- ARR Defense & Upsell Qualification
- Executive Stakeholder Management
- Value Realization & Platform Adoption
- AOP & Product Roadmap Alignment
- Scope Governance & Escalation Management
🎁 Why Join Us?
- Opportunity to work with Flipkart Commerce Cloud on enterprise digital commerce solutions.
- Exposure to composable commerce, retail technology, supply chain, seller ecosystems, and retail media.
- Opportunity to drive measurable customer and business outcomes.
- Collaborative environment with opportunities for professional growth.
- Work culture focused on collaboration, autonomy, and technical excellence.
🚀 Why Flipkart Commerce Cloud?
At Flipkart Commerce Cloud, you will be part of a team working on the future of digital commerce while managing enterprise customer relationships, driving platform adoption, and supporting measurable business outcomes.
💡 Core Skills
🎯 Interview Preparation
- Prepare examples of managing enterprise customer accounts and driving platform adoption.
- Understand VRCIs, MBRs, QBRs, EBRs, NPS, and Customer Success Plans.
- Be prepared to discuss renewal strategy, churn forecasting, and procurement negotiations.
- Prepare examples of identifying expansion opportunities and qualifying upsells.
- Understand ARR, NRR, customer health scoring, and value realization.
- Be ready to discuss executive stakeholder management and conflict resolution.
- Review headless commerce, OMS, dynamic pricing, retail media, seller ecosystems, and supply chain concepts.
- Prepare examples of managing scope expectations and go-live risks.
🚀 How to Apply
Interested and eligible candidates can apply for the Senior Manager, Customer Success position through the official Flipkart Commerce Cloud application page.