Account Manager - Existing Accounts (India)

About Procure. Desk Procure. Desk is a cloud-based procurement and accounts payable automation platform that helps organizations simplify purchasing, automate invoice processing, improve spend visibility, and strengthen financial controls. We work with finance and operations teams to eliminate manual procurement friction, improve compliance, and create better visibility into spend.

As Procure. Desk scales, customer retention, adoption, and expansion become increasingly critical. We are looking for an Account Manager who can own existing customer relationships, drive measurable value, and turn accounts into long-term growth. Location: Remote (India) Employment Type: Full-Time Role Summary The Account Manager – Existing Accounts owns a portfolio of existing customers and is responsible for protecting and growing those relationships over time.

This person will drive adoption, improve retention, support renewals, identify expansion opportunities, and ensure customers achieve clear business value from Procure. Desk. This is not a passive relationship-management role. It is a customer-facing, commercially aware role for someone who can build trust, spot risk early, drive action across teams, and help customers deepen their usage of the platform.

Key Outcomes of the Role The success of this role will be defined by three primary outcomes:

1. Protect and renew existing revenue Reduce churn risk Improve renewal outcomes Maintain strong customer health across assigned accounts
2. Drive adoption and measurable customer value Increase product usage and engagement Help customers realize clear operational value from Procure. Desk Improve customer satisfaction and long-term account health
3. Create expansion opportunities within the existing customer base Identify upsell and cross-sell opportunities Expand account potential through stronger adoption and stakeholder alignment Generate qualified growth opportunities from managed accounts Key Responsibilities Manage a portfolio of existing customer accounts and build trusted relationships with key stakeholders Conduct regular business reviews, check-ins, and success conversations Drive product adoption and customer engagement across assigned accounts Monitor customer health and identify churn risk early Create action plans for at-risk or under-adopted accounts Coordinate with Support, Product, Sales, and Engineering teams to resolve issues and improve customer outcomes Deliver refresher training and introduce relevant new features or workflows Track renewals and support upsell and cross-sell opportunities Collect customer feedback and recommend product or process improvements Maintain accurate account notes, action items, and follow-up discipline across the portfolio What Success Looks Like Success in this role is measured by outcomes, not activity. Strong performance will include: High customer retention and renewal rates Reduced churn and fewer avoidable escalations Strong product adoption across managed accounts Improved customer health scores High customer satisfaction and positive account engagement Qualified upsell and cross-sell opportunities generated from the existing customer base Consistent follow-through and strong account ownership 30 / 60 / 90-Day Expectations First 30 Days Learn the Procure. Desk product, customer journey, account portfolio, and key use cases Understand the current renewal process, customer health indicators, and common support or adoption issues Shadow customer calls and internal handoffs Begin building relationships with assigned customers and internal stakeholders By 60 Days Independently manage a portfolio of customer accounts Run customer check-ins and business reviews with confidence Identify at-risk accounts and create action plans Spot early expansion opportunities and coordinate with the right internal teams By 90 Days Fully own retention and growth motion for assigned accounts Demonstrate strong customer engagement and reliable follow-through Improve at least one part of the account management process, communication cadence, or playbook Become a trusted point of contact for customers and a dependable internal owner Required Qualifications 3–6 years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role Experience managing multiple customer accounts at the same time Strong communication, relationship management, and problem-solving skills. Must have managed US clients and be comfortable working during EST hours. Ability to run structured customer conversations and drive follow-through Ability to identify risk, prioritize actions, and coordinate cross-functional support Strong organizational skills and attention to detail Customer-first mindset with a consultative and commercially aware approach Preferred Qualifications Experience with SaaS, procurement, AP automation, ERP, finance software, or workflow-driven products Familiarity with renewal management, account growth, and customer health tracking Experience using tools such as Hub. Spot, Intercom, Slack, Jira, Zoom, Google Workspace, and Excel Experience working with finance, operations, or mid-market customers Who Will Succeed in This Role The right person for this role: Takes ownership rather than waiting to be told what to do Is commercially aware, not just service-oriented Can build trust with customers while holding a clear point of view Stays organized across multiple accounts and moving priorities Can spot churn risk before it becomes a problem <