We at ETP are looking for smart and dynamic professionals striving to achieve excellence. If you are passionate about creating value and are innovative and self-driven, this is the right organization for you. Would you like to partner in ETP’s success story? If yes, please submit your resume stating the position applied for, photograph, current and expected salaries, educational qualifications, employment history and contact details to careers@etpgroup.com Company Description ETP Group is a leading Unified Commerce Software company, with a 36-year track record of delivering enterprise-class retail and e-commerce technology solutions. Market-leading retailers in Asia Pacific use ETP across hundreds of thousands of employees, over 500 brands and across 24 countries. ETP's cloud-native AI-powered solution suites, ETP Unify and Ordazzle, encompass a broad spectrum of e-commerce and retail functionalities, from POS, CRM, OMS, PIM, Unified Inventory to Unified Promotions, Logistics management and seamless integration with marketplaces and e-commerce platforms. ETP’s Unified Commerce Retail Platforms create a friction-less and consistent shopping experience for consumers across all channels, wherever, whenever, and however they choose to shop. ETP’s strength lies in its ability to provide robust and innovative retail solutions built with the most scalable and secure technology, MACH architecture and beautiful UI design. The capability to provide localization and support in 24 countries has enabled ETP to acquire significant regional and global customers. ETP’s “asset-light” solutions minimize IT administrative costs and provide AI-powered recommendations Here is a glimpse of what we do - http://www.etpgroup.com/Videos.html
- We are seeking an accomplished and strategic Customer Success leader to head the India region who thrives in enterprise software sales
- Act as the Single Point of Contact and Executive Sponsor for Customer Success across India, ensuring strategic ownership and executive visibility across the customer lifecycle.
- Lead end-to-end client management including executive relationship building, governance cadence, QBRs, escalation management, risk mitigation, and long-term account planning.
- Build trusted advisor relationships with CXO and senior leadership stakeholders within customer organizations, positioning ETP as a strategic transformation partner rather than a transactional vendor.
- Work closely with internal CXO leadership (Sales, Product, Delivery, Finance, and Global Teams) to align regional customer strategy with corporate growth, profitability, and product roadmaps.
- Own customer revenue performance across India, including renewals, upsell, cross-sell, retention protection, and identification of new net revenue opportunities.
- Drive structured account planning and expansion strategies to increase wallet share, penetration across business units, and multi-year contract value.
- Establish strong customer governance frameworks including success plans, executive dashboards, adoption reviews, and value realization tracking.
- Collaborate with Solution Architects and delivery teams to design and present tailored enterprise solutions aligned to customer business objectives.
- Build and execute structured programs focused on customer adoption, usage optimization, ROI demonstration, and digital transformation initiatives.
- Strengthen and scale the existing Customer Success team in India by implementing clear role charters, success metrics, playbooks, and accountability frameworks.
- Mentor and develop Customer Success leaders and managers in consultative engagement, executive communication, negotiation, and enterprise account management.
- Foster a high-performance, customer-first culture grounded in ownership, measurable outcomes, and proactive risk management.
- Partner cross-functionally to ensure seamless execution from pre-sales alignment to post-sales delivery and ongoing lifecycle management.
- Provide structured market insights and customer feedback to influence product evolution and GTM strategy.
- Act as the regional voice of the customer within the global leadership framework, ensuring alignment between local market realities and global strategic priorities.
Experience and Skills:
- Demonstrated ability to align customer and organizational vision into a shared long-term strategic roadmap that drives sustained value creation.
- Proven experience managing large, complex enterprise portfolios with strong executive presence and credibility at the CXO level.
- Consistent track record of delivering revenue growth through renewals, expansion, and strategic account development.
- 20+ years of leadership experience in Enterprise Sales, Consulting, or Customer Success within enterprise software or technology-led environments.
- Strong people leader who builds collaborative, high-performance teams and fosters cross-functional alignment.
- High emotional intelligence to manage executive relationships, negotiations, and escalations effectively.
- Detail-oriented and governance-focused, combining commercial discipline with execution excellence
Additional Information:
- Age 45+ Years.
- This role requires domestic and/or international travel for a minimum of 3 weeks per month (or as needed based on business requirement)