Key Account Manager

About AiSensy
AiSensy is a WhatsApp Engagement & Marketing platform helping businesses acquire, engage, sell, and support customers on WhatsApp.
We work with leading brands including Adani, Delhi Transport Corporation, Yakult, Godrej, Aditya Birla Hindalco, Wipro, Asian Paints, India Today Group, Skullcandy, Vivo, PhysicsWallah and Cosco, along with thousands of SMBs and growing businesses.
Today, 250,000+ businesses use AiSensy to power their WhatsApp engagement and marketing.
We're building products across WhatsApp Marketing, Click-to-WhatsApp Ads, AI Agents, conversational commerce, automation and payments.
As AiSensy continues to scale, we're looking for a Key Account Manager – Enterprise Accounts to own relationships with some of our most important customers and help them get significantly more value from AiSensy.
The Role
This isn't a typical account management role where you simply check in with customers and resolve issues.
You will own the relationship, growth, adoption, and revenue of strategic enterprise accounts.
You'll become the primary point of contact for key customers, understand their business goals, identify opportunities to expand their use of AiSensy, and work with internal teams to make sure they succeed.
Your goal is to move customers from:
Customer → Active Customer → Growing Customer → Strategic AiSensy Account
You'll work closely with Sales, Customer Success, Product, Support, Marketing, Partnerships, and Leadership to drive customer outcomes.
We want someone who can build strong executive relationships, understand business problems, spot expansion opportunities, and take ownership until things get done.
What You'll Own
1. Enterprise Account Ownership
Own a portfolio of strategic and enterprise customers.
Act as the primary point of contact for assigned accounts.
Build strong relationships with key stakeholders and decision-makers.
Understand each customer's business model, objectives, challenges, and WhatsApp strategy.
Establish regular account review and engagement cadences.
Build strong relationships across multiple stakeholders within each account.
Ensure customers receive a high-quality AiSensy experience.
Maintain a clear understanding of account health, risks, opportunities, and next steps.
2. Account Growth & Revenue Expansion
Your responsibility doesn't end once the customer is onboarded.
You will actively identify opportunities to grow the account.
Identify expansion opportunities within existing enterprise accounts.
Drive upsell and cross-sell opportunities across AiSensy's products.
Identify opportunities around:
WhatsApp Marketing
Click-to-WhatsApp Ads
AI Agents
Automation
Conversational Commerce
Payments
Expand AiSensy's presence across business units, teams, products, and use cases.
Build account-specific growth plans.
Work with Sales and Product teams to convert opportunities into revenue.
Maintain a healthy expansion pipeline across assigned accounts.
Track account revenue, usage, adoption, and expansion potential.
3. Strategic Account Planning
Build a clear growth plan for every strategic account.
For each customer, understand:
Where are they today?
What are they using AiSensy for?
What are they not using yet?
What business problem can we solve next?
Who are the decision-makers?
What can the account become?
Create account plans for key customers.
Map stakeholders and decision-makers.
Understand customer business priorities and upcoming initiatives.
Identify whitespace opportunities across products and teams.
Build quarterly and annual account growth plans.
Track progress against account-level objectives.
Present account plans and growth opportunities internally.
4. Customer Engagement & Executive Relationships
Build relationships beyond the day-to-day user.
Conduct regular business reviews with enterprise customers.
Engage senior stakeholders and decision-makers.
Present AiSensy solutions based on business objectives.
Share product updates, industry insights, and relevant use cases.
Identify opportunities to bring AiSensy leadership into strategic conversations.
Build relationships that support long-term retention and expansion.
Act as the voice of the customer internally.
The goal is to become a trusted business partner, not just another vendor contact.
5. Product Adoption & Customer Success
Help customers get more value from AiSensy.
Monitor product adoption and account usage.
Identify underutilized products and features.
Educate customers on new AiSensy capabilities.
Work with Customer Success and Product teams to improve adoption.
Identify accounts showing declining engagement or usage.
Build action plans for at-risk accounts.
Ensure customer issues are followed through to resolution.
Collect customer feedback and communicate meaningful insights to Product and Leadership.
6. Customer Growth Programs
Develop structured programs to increase engagement and business outcomes across enterprise accounts.
Create account-specific growth and adoption plans.
Identify high-impact WhatsApp use cases.
Share best practices and successful customer use cases.
Help customers improve their WhatsApp marketing and engagement strategy.
Drive adoption of new AiSensy products and capabilities.
Identify opportunities to replicate successful use cases across different teams or business units.
7. Cross-Functional Execution
Enterprise accounts require strong internal coordination.
Work closely with:
Sales
Customer Success
Product
Customer Support
Marketing
Partnerships
Engineering
Leadership
to ensure smooth execution across strategic accounts.
You will coordinate internal teams, manage expectations, remove blockers, and ensure commitments made to customers are followed through.
You own the outcome—even when multiple teams are involved.
8. Retention & Account Health
Own the overall health of your accounts.
Monitor:
Product usage
Customer engagement
Revenue
Expansion
Renewal
Support issues
Customer satisfaction
Stakeholder relationships
Identify churn risks early.
Build account recovery plans where required.
Work proactively rather than waiting for the customer to raise a problem.
9. Customer Advocacy & Strategic Relationships
Turn successful customers into long-term AiSensy advocates.
Identify customers with strong business outcomes.
Build opportunities for:
Case studies
Customer testimonials
Customer stories
Webinars
Events
References
Brand Showcase
Work with Marketing to showcase customer success.
Build relationships that create opportunities for referrals and introductions.
10. Reporting & Account Intelligence
Maintain strong visibility into your account portfolio.
Track:
Account revenue
Expansion revenue
Product adoption
Usage
Renewal status
Account health
Pipeline
Upsell opportunities
Customer risks
Key stakeholder relationships
Maintain accurate CRM records and account plans.
Provide regular updates on:
What's growing?
What's at risk?
What's the opportunity?
What needs leadership attention?
What We're Looking For
Must Have
4–7 years of experience in Key Account Management, Enterprise Account Management, Customer Success, Account Growth, or Business Development.
Proven experience managing and growing existing enterprise/B2B accounts.
Experience owning a portfolio of strategic customers.
Track record of driving upsell, cross-sell, expansion, retention, or account revenue growth.
Strong understanding of B2B SaaS and enterprise customer relationships.
Strong stakeholder and relationship management skills.
Experience interacting with senior decision-makers.
Strong commercial understanding and negotiation skills.
Excellent communication and presentation skills.
Strong problem-solving and project management abilities.
Ability to coordinate multiple internal teams to deliver customer outcomes.
Strong ownership and follow-through.

Work arrangement
No