Customer Success Manager

Job Description: Key Account Manager (KAM) Company: Explorex Technologies Private Limited Location: Bengaluru Department: Operations Employment Type: Full-time About Explorex Explorex is building solutions that help restaurants grow their business through technology, marketing, and customer engagement. We work closely with restaurant partners to improve their visibility, strengthen customer relationships, and drive business growth through our products and services. We are looking for a proactive and commercially driven Key Account Manager to manage restaurant partnerships, ensure excellent service delivery, build long-term client relationships, and identify opportunities to expand existing accounts. Role Overview As a Key Account Manager, you will be the primary point of contact for assigned restaurant partners. You will be responsible for managing the overall client relationship, coordinating with internal teams to ensure timely delivery of services, resolving client concerns, and driving account retention and revenue growth. A key part of this role is proactively identifying and converting upselling and cross-selling opportunities across Explorex's products and services. The ideal candidate should combine strong relationship management skills with commercial awareness, ownership, and the ability to identify business opportunities within existing accounts. Key Responsibilities Restaurant Partner Relationship Management Manage relationships with assigned restaurant partners, including owners, general managers, marketing teams, and other key decision-makers. Act as the primary point of contact for client requirements, feedback, service updates, and escalations. Meet clients in person at their restaurants or business locations regularly to strengthen relationships, understand business requirements, review ongoing services, and identify growth opportunities. Plan and conduct regular face-to-face meetings, restaurant visits, and business review discussions in addition to calls and online meetings. Use in-person meetings to present Explorex products and services, discuss upselling and cross-selling opportunities, and propose solutions based on the client's business needs. Maintain consistent follow-ups with clients and ensure that meeting discussions are translated into clear action items with defined timelines. Build strong relationships with restaurant owners and decision-makers through proactive communication, regular visits, and effective problem-solving. Maintain account plans, client visit records, meeting notes, and agreed action items. 2. Account Onboarding and Management Understand client contracts, commercial terms, subscribed services, account history, and business objectives. Ensure smooth onboarding and handover of restaurant accounts. Clearly communicate the scope of services, delivery timelines, approval processes, and support channels. Maintain account-wise trackers for deliverables, pending tasks, renewals, and client commitments. 3. Marketing and Service Delivery Coordination Coordinate with Social Media, Content, Design, Performance Marketing, Operations, Product, and Support teams to ensure smooth execution of agreed services. Track content calendars, creative approvals, shoots, campaigns, product activation, and other client deliverables, wherever applicable. Follow up with internal teams to ensure deliverables are completed within agreed timelines and quality standards. Communicate progress, delays, dependencies, and campaign updates to clients. Identify execution gaps and coordinate corrective actions to maintain client satisfaction. 4. Upselling, Cross-Selling, and Revenue Growth Proactively identify opportunities to upsell and cross-sell Explorex products and services to existing restaurant partners. Understand each restaurant's business requirements, current product usage, marketing needs, and growth objectives to recommend relevant solutions. Identify opportunities across applicable offerings, including Explorex Reach, marketing services, and other Explorex products and solutions . Initiate discussions with clients about additional services, upgrades, campaigns, and expanded engagements instead of waiting for clients to request them. Prepare account-specific growth plans and coordinate proposals, demonstrations, and commercial discussions with internal teams. Manage opportunities from initial identification through follow-up, conversion, and activation. Maintain an updated sales pipeline with opportunity value, stage, expected closure date, and next steps. Work towards assigned upselling, cross-selling, conversion, and incremental revenue targets. Follow up after conversion to ensure successful activation and adoption of the newly purchased service. 5. Client Retention and RenewalsMonitor account health, client engagement, service satisfaction, and renewal timelines. Identify accounts at risk of churn and implement proactive retention plans. Initiate renewal discussions well before contract expiry. Demonstrate the value of Explorex's products and services through regular reviews and performance updates. Address client concerns promptly and coordinate improvements to strengthen long-term partnerships. 6. Issue Resolution and Escalation ManagementTake ownership of client concerns, complaints, service delays, and execution gaps. Coordinate with the relevant internal teams to resolve issues within agreed timelines. Keep clients informed of resolution progress and pending actions. Escalate critical or recurring issues to management with clear details and recommended solutions. Maintain an issue tracker and ensure closure of outstanding concerns. 7. Revenue, Payments, and Account ReportingMonitor account revenue, contract validity, renewals, outstanding payments, and commercial commitments. Coordinate with Finance on invoicing, payment follow-ups, and discrepancies. Maintain accurate CRM records, account forecasts, and opportunity pipelines. Prepare monthly account report