Key Account Manager

ABOUT SIGSENZ
SigSenz is a Bengaluru-based applied AI company building the perception, decision, and trust layer for trans-portation safety and security. Since 2018, our platform has moved fleet and transit operators from reactive incident response toward predictive, evidence-led safety — anchored on four principles: Safety, Traceability, Availability, and Redundancy (STAR).
Our customers cannot afford a black-box AI vendor. They need a partner who understands both the road and the model — and who shows up with evidence, not promises.

ABOUT THE ROLE
The Key Account Manager (KAM) is the single point of accountability for a portfolio of SigSenz's most im-portant customers. This is a hybrid role — part account manager, part customer success manager, part tech-nical account manager. You need enough product depth to have a credible conversation about model out-puts, dashboards, alert logic, and integrations with a customer's operations and IT teams, while owning the commercial relationship end to end: adoption, renewal, and expansion.
You are the translator in both directions — turning customer and operational pain points into product re-quirements SigSenz can act on, and turning SigSenz's product capabilities into outcomes the customer can see on their safety scorecard and their P&L.

KEY RESPONSIBILITIES

1. Own the Customer Relationship – Serve as the primary point of contact for a defined portfolio of key accounts, from onboarding through renewal. – Build relationships across customer stakeholders — operations heads, safety officers, IT/integration teams, and procurement or finance. – Run regular business reviews (QBRs) that tie platform usage to the customer's safety and operational KPIs.
2. Be the Technical Bridge – Develop a working understanding of the SigSenz platform — detection models, alerting logic, dash-boards, APIs, and integration points — sufficient to troubleshoot first-line issues and speak credibly with technical stakeholders. – Diagnose whether a reported issue is a product bug, a configuration gap, a data or integration issue, or an adoption gap — and route it to the right internal team with the right context. – Partner with Engineering and Product on escalations so nothing is lost in translation between what the customer reported and what the team needs to reproduce or fix it.
3. Drive Customer Success & Adoption – Own onboarding and time-to-value for new accounts, working with Implementation and Solutions teams. – Track adoption and usage health per account; proactively flag accounts at risk of low engagement or churn and build a plan to address it. – Deliver training and enablement so customer teams get full value from the platform's features.
4. Grow the Account – Identify upsell and cross-sell opportunities — new sites, new modules, new use cases — based on the customer's operational roadmap and pain points. – Build and pitch expansion proposals with both commercial and technical justification. – Own renewal conversations and negotiate commercial terms in partnership with Sales and RevOps.

5. Be the Voice of the Customer
   – Capture product and operational pain points systematically and feed them into the product roadmap process.
   – Represent the customer's perspective in internal product and engineering discussions — with data, not just anecdotes.
   – Close the loop with customers on feedback they've given, so they see SigSenz act on what they raise.

6. Operate with Rigor
   – Maintain accurate account records, health scores, and renewal/expansion pipeline in the CRM.
   – Report on account health, risk, and growth pipeline to leadership on a regular cadence.
   – Own SLA adherence for the accounts in your portfolio.
   WHAT YOU BRING
   Must-Have
   – 4+ years in Key Account Management, Customer Success, or Technical Account Management — ideally in B2B SaaS, IoT, or AI/ML products.
   – Demonstrated ability to hold a technical conversation — comfortable with dashboards, APIs, integra-tion flows, and reading a support or engineering ticket well enough to triage it.
   – Track record of managing renewals and driving upsell/cross-sell revenue against a target.
   – Strong stakeholder management — equally comfortable with a fleet operations head and a customer's IT/data team.
   – Sharp problem-solving instincts: able to turn a vague complaint (“the system keeps missing events”) into a specific, actionable diagnosis.
   – Excellent written and verbal communication — you will write account plans, QBR decks, and escalation summaries that engineers and executives both read.
   Good to Have
   – Experience in transportation, fleet safety, logistics, mobility, or physical-security/IoT domains.
   – Prior exposure to computer vision, sensor data, or AI/ML-driven products — you don't need to build the model, but you should be comfortable discussing what it does and doesn't do.
   – Working knowledge of SQL, or the ability to read data and logs to support a technical conversation.
   – Familiarity with CRM and support tooling
   – Experience with large enterprise, government, or fleet-operator accounts with multi-stakeholder buying and renewal cycles.
   HOW WE'LL MEASURE SUCCESS
   – Net Revenue Retention (NRR) and gross renewal rate across your portfolio.
   – Upsell and cross-sell revenue generated.
   – Customer health score, CSAT/NPS, and time-to-resolution on escalations.
   – Product adoption and utilization depth across assigned accounts.
   – Quality and actionability of the product feedback you route internally — is it reproducible, well-documented, and resolved.
   WHY SIGSENZ
   We build Safety, Traceability, Availability, and Redundancy into transportation systems that cannot afford to get it wrong. This role sits at the intersection of our product and our customers' operations — you will see, first-hand, where AI meets the road.

You can also apply at [email protected]