We are always seeking talented people. In case you cannot find your desired position here, please send us your LinkedIn profile and give us your contact information. We will be in touch.
Job Description
1. Role Summary
The Senior Relationship Manager is responsible for retaining and growing existing Enterprise version clients by ensuring continuous engagement, high satisfaction, and timely renewals. The core outcome of this role is to ensure minimum 90% subscription renewal across assigned enterprise accounts.
2. Key Responsibilities
1. Client Retention & Renewal (Primary Outcome)
• Ensure ≥ 90% renewal rate for all assigned enterprise clients.
• Proactively track renewal timelines and initiate discussions well before expiry.
• Identify renewal risks early and take corrective action.
• Work with internal teams to resolve issues impacting renewal decisions.
2. Continuous Client Engagement
• Maintain regular, structured engagement with enterprise clients (calls, reviews, check-ins).
• Act as the single point of contact for assigned clients.
• Build long-term, trust-based relationships with promoters, finance heads, and senior stakeholders.
3. Product Education & Feature Adoption
• Keep clients updated on new features, enhancements, and releases.
• Educate clients on how new features can improve outcomes from Bankkeeping.
• Encourage deeper product usage to increase stickiness and perceived value.
4. Internal Coordination & Execution
• Coordinate closely with the CRM team to ensure:
o Accurate client data
o Timely follow-ups
o Proper documentation of interactions
• Liaise with the Credit / Execution team to:
o Get client work executed smoothly
o Track pending actions
o Escalate delays or issues proactively
5. Client Issue Resolution & Experience Management
• Own and resolve client concerns end-to-end.
• Ensure fast turnaround on queries and service requests.
• Act as the voice of the customer internally.
Key Metrics / Scorecard (HOW performance will be measured)
• Renewal Rate: ≥ 90%
• Client Engagement Frequency: As per defined cadence
• Renewal Cycle Management: Zero last-minute renewals
• Client Satisfaction / Feedback
• Internal Coordination Effectiveness (CRM & Credit team alignment)
Ideal Candidate Profile (WHO should be hired)
Experience
• 4–7 years of experience in:
o Client Relationship Management
o Customer Success
o Enterprise Account Management
• Experience in Fintech / Financial Services / SaaS preferred.
Skills & Competencies
• Strong relationship-building and stakeholder management skills
• Excellent communication (verbal & written)
• High ownership and accountability mindset
• Ability to coordinate across multiple internal teams
• Structured, process-driven approach to client management
• Comfortable working with CRMs and internal dashboards
Behavioural Traits
• Outcome-focused, not task-focused
• Proactive rather than reactive
• Strong follow-through and execution discipline
• Empathy for clients with a business-first mindset