Customer Success Lead – Revenue Augmentation

External:  Customers, Channel Partners, FOS

Internal: Sales, Commercial, Marketing, Solutions, Finance, Collection, Order login, Network.

A highly driven and commercially astute Senior Manager to own and accelerate revenue growth from the existing customer base through Cross-Sell, Up-Sell, and Upgrade initiatives across the regions. Responsible for influencing regional sales teams, channel partners, customer success managers, and key customer stakeholders to identify growth opportunities and convert them into revenue.

The incumbent will act as the bridge between Sales, Customer Success, Product, Marketing, and Partner Ecosystems to maximize customer lifetime value, product penetration, and account expansion while delivering predictable revenue outcomes.

Revenue Growth & Business Expansion

• Own and deliver Cross-Sell, Up-Sell, and Upgrade revenue targets.
• Create and execute account expansion strategies across existing customer portfolios.
• Identify whitespace opportunities within customer accounts by understanding business needs, product adoption patterns, and market trends.
• Drive renewal-to-upgrade conversion strategies to increase customer lifetime value.

Customer Opportunity Management

• Analyze customer usage, adoption, and engagement data to identify expansion opportunities.
• Build business cases and ROI-driven proposals for customers.

Regional Team Collaboration

• Partner closely with Regional Sales Heads, Customer Success Managers, and Account Managers.
• Enable field teams with expansion playbooks, opportunity identification frameworks, and sales assets.
• Review account pipelines regularly and support closure of strategic opportunities.
• Conduct account review sessions with regional leadership.

Channel Partner Management

• Work with channel partners, distributors, and alliance partners to generate expansion business.
• Create joint business plans focused on account penetration and revenue growth.
• Conduct partner enablement programs on new products, upgrades, and solution offerings.
• Drive partner accountability against expansion revenue targets.

Forecasting & Pipeline Management

• Build and maintain a healthy expansion revenue pipeline.
• Ensure accurate forecasting of cross-sell and upgrade opportunities.
• Drive opportunity progression through structured pipeline reviews.

Product & Market Insights

• Collaborate with Product and Marketing teams to launch upgrade campaigns and expansion programs.
• Provide customer feedback and market intelligence to influence product roadmaps.
• Monitor competitor offerings and identify positioning opportunities.

Executive Reporting

• Present business reviews, pipeline health, risk assessments, and growth opportunities to leadership.
• Track key revenue expansion metrics and publish periodic performance dashboards.

Understanding of B2B Segment along with good Analytical Skills

Good Oral and Written Presentation skills

Strong crosses functional skills to collaborate with commercial, program management, Technology and Finance.

Innovative and flexible in strategizing GTM Approach

Flexible for learning new products and processes.