Associate, Customer Success (KAM)

About the Role

Associate - Customer Success (KAM) at Unicommerce

Key Responsibilities

• Provide strong account management to existing clients, offering structural support and keeping them informed about new products, features, and services that add value to their business.
• Drive customer success by increasing product adoption, managing long-term customer relationships, conducting regular business reviews, and sharing industry best practices.
• Own customer retention by proactively identifying risks, addressing concerns, and ensuring continued value realization.
• Lead upselling and cross-selling initiatives by identifying growth opportunities within existing accounts and aligning solutions to customer needs.
• Serve as the primary point of escalation for customer issues, troubleshooting challenges and ensuring timely and effective resolution.
• Coach customers to become product experts and guide their teams on best practices to enable greater self-sufficiency.
• Manage renewals, expansion opportunities, and revenue growth while consistently striving to deliver measurable value to clients.
• Maintain a regular cadence of analytical and performance reviews to track key metrics critical to client success and business outcomes.

Requirements & Tech Stack

• Proven experience in customer success, account management, or a similar client-facing role.
• Excellent communication and interpersonal skills, with the ability to build strong rapport and trust with clients.
• Strong ability to manage multiple client accounts simultaneously while prioritizing effectively.
• Prior experience collaborating cross-functionally within a fast-growing SaaS / Supply chain company; operating at the intersection of product, sales and delivery.