Owns enterprise customer success and acts as the strategic partner for high-value clients, managing relationships, designing end-to-end solutions, and ensuring smooth, predictable delivery. Serves as the primary point of contact for enterprise clients, builds trusted long-term relationships, guides product adoption, and runs discovery sessions to understand customer workflows and goals. Designs end-to-end CRM solution architectures for enterprise use cases, maps business workflows to automations, integrations, and system behavior, and partners with the Forward Deployed Engineer to convert architecture into execution. Creates and maintains Business Requirement Documents and scope flows, and aligns customer expectations with delivery plans and technical feasibility. Manages project delivery by defining milestones, timelines, and delivery trackers, and proactively managing risks, blockers, and dependencies. Provides regular updates via email, calls, and collaboration tools and coordinates across product, frontend, backend, and engineering teams. Requires a bachelor's degree in engineering, computer science or a related field; 3-5 years in B2B SaaS, solution architecture, technical consulting, or project delivery; strong stakeholder management and communication skills; systems thinking; excellent documentation and planning; good understanding of SaaS platforms, APIs, and integrations; and willingness to travel across India for enterprise engagements (company-sponsored).
