JOB DESCRIPTION: KEY ACCOUNT MANAGERJob Title : Customer Success & Growth Manager Job Status: Full Time, Work from Office Experience Required: 6+ years Job Location: Pune Work Educational Qualification: CA/CA Intern/MBA in Finance with Strong knowledge of GST, VAT, UAE and India Taxation. About the Role:- We are looking for a customer-obsessed, strategic, and growth-oriented Customer Success & Growth Manager to own and scale post-sales customer relationships for Covoro. This role sits at the intersection of Customer Success, Account Management, and Business Development, with a strong focus on retention, expansion (cross-sell & upsell), and long-term value creation. - You will work closely with enterprise and mid-market customers' businesses, GST practitioners, CAs, and tax teams, helping them derive measurable value from Covoro's GST and compliance technology suite while driving revenue growth. Who you are:- Proven experience in B2B SaaS in a customer-facing role spanning Customer Success, Account Management, or Sales. - Strong track record of account growth, including cross-sell, upsell, renewals, and churn reduction. - Comfortable managing accounts across different business scales-from mid-market to large enterprises. - Exposure to GST practice, tax technology, compliance platforms, or fintech/legal-tech products (strong plus). - Able to engage confidently with CXOs, Finance Heads, Tax Leaders, and CA firms. - Experience handling QSRs (Quarterly/Strategic Reviews), success planning, and KPI-driven conversations. - Process-oriented mindset with the ability to manage tech-driven implementations and SaaS adoption journeys. - Experience using CRM tools, dashboards, NPS/CSAT metrics, and pipeline analytics. - Self-driven, resilient, and comfortable operating in a fast-paced, growth-stage environment. - CA / CA Inter background is a strong advantage; GST exposure is must and experience with EXIM is good to have. What will you do?Client Relationship & Success Ownership- Own strategic customer relationships post-sale and act as the single point of contact. - Conduct regular QBRs/QSRs, health checks, and value reviews aligned to customer KPIs. - Drive product adoption, usage expansion, and customer satisfaction. Retention & Account Health- Monitor customer health using NPS, CSAT, renewal risk, and usage metrics. - Proactively identify and resolve issues to minimize churn. - Ensure customers achieve faster time-to-value. Account Growth & Revenue Expansion- Identify and execute upsell and cross-sell opportunities across Covoro's GST product suite. - Expand accounts across new teams, locations, legal entities, and geographies. - Support pricing discussions, renewals, and commercial negotiations. Onboarding & Enablement- Lead structured onboarding journeys in collaboration with Product, Tech, and Support teams. - Ensure seamless implementation of GST, e-Invoicing, e-Way Bill, ITC, Audit, and EXIM solutions. - Enable customers with training, best practices, and process alignment. Business Development & Sales Support- Generate new opportunities via referrals, existing customer networks, and proactive outreach. - Upsell and cross-sell of the products - Deliver compelling product demos, solution walkthroughs, and value propositions. - Own the sales cycle for assigned accounts-from qualification to closure. Feedback, Advocacy & Market Insights- Capture customer feedback and relay insights to Product and Engineering teams. - Build customer advocacy through case studies, testimonials, and referrals. - Stay updated on GST regulations, e-Invoice mandates, EXIM trends, and competitor offerings. About GSTHero, now named Covoro:GST Hero is a Perennial initiative to assist Businesses / Tax Consultants / Chartered Accountants in making them compliant with ease through the efficient use of technology. GSTHero (GSTHero.com) is India's leading GST Suvidha Provider GSP & ASP with 10,000+ enterprise clients across India. GSTHero offers a suite of software for GST compliance, such as 1. GST Return Filing automation with cloud tool and integration 2. e-Invoice solution and automation 3. ITC Reconciliation solution and automation 4. e-Way Bill automation 5. Digital Signing Solution 6. GST Audit Tool - Third Eye 7. GST APIs for integration with leading ERPs 8. Litigation Management System 9. Export-Import Management and many more to come COVORO is expanding globally as the eInvoice mandate has become a global phenomenon. To know more, please visit our website: www.perennialsys.com https://gsthero.com/ Our Offerings :- Consulting Exposure & Product Driven Mindset : Our teams possess a unique blend of consulting exposure and a product-driven mindset, enabling them to provide strategic guidance and customized solutions that align with clients' specific needs and drive business success. - Leadership Exposure : Our team members get an opportunity to take key design decisions, define work roadmaps, mentor teammates, engage with clients directly and be accountable for delivering services that adhere to the high standards of Perennial. - Domain Expertise: We are experts in the Tax domain and have worked widely in the GST Tax space. - Our team brings together B2B domain expertise and an in-depth understanding of the GST product, allowing them to offer comprehensive solutions tailored to the specific requirements of businesses. - Their deep knowledge of both the industry landscape and the intricacies of the GST system enables them to provide valuable insights and deliver exceptional value to our clients. - Learning Culture : We promote a learning culture and in no boundaries, we support our team members to explore & learn the upcoming market trends. Not only this we have a knowledge base that offers more than 8000+ courses and sponsor certifications, so as to ensure that our people are learning throughout their span with us. We also arrange for in- house and external tech MeetUps that overall enhance the growth of our people. - Strong engineering teams : Our tech partners are poly-skilled agile practitioners, who follow the clean coding practices, peer code reviews, TDD, BDD and value software craftsmanship and continuous learning. (ref:updazz.com)