Senior Customer Success Manager

**About the Role

We are looking for a sharp, well-networked professional from the retail or mall industry to join our Customer Success and Business Development team. This is not a generic sales role. We want someone who has lived and breathed retail — ideally someone who has worked with brands, mall operators, leasing teams, or retail advisory / brokerage firms, and genuinely understands how the ecosystem works.

You will be responsible for building and managing relationships with our existing mall and retail clients, identifying new business opportunities, and driving adoption of our SaaS products across your region. You will act as the bridge between our technology and the real-world needs of mall operators, brand teams, and leasing professionals.

What You'll Own

Client Success & Account Management

1. Own the post-sale relationship with mall and retail clients in your region — ensure they are getting full value from WovV products.

2. Run regular business reviews, track usage health, flag risks early, and drive renewals and upsells.

3. Serve as the primary escalation point for client concerns and work with internal teams to resolve them quickly.

4. Onboard new clients and guide them through the product adoption journey.

Business Development & New Logos

1. Identify and target new mall operators, retail brands, and leasing companies in NCR (Across India).

2. Actively prospect within retail advisory firms, retail brokerage companies, and mall management organisations that sit between brands and shopping centres.

3. Build and manage a healthy pipeline of opportunities and work deals from first conversation through to closure.

4. Represent WovV at industry events, mall conferences, and retailer forums to build brand presence and generate leads.

Stakeholder & Relationship Management

1. Build strong relationships with mall GMs, leasing heads, brand category managers, and retail operations teams.

2. Leverage your existing network in the retail / mall ecosystem to open doors and shorten sales cycles.

3. Coordinate with internal product, delivery, and support teams to ensure client commitments are met.

Insights & Feedback Loop

1. Capture client feedback and market intelligence and feed it back into product and strategy discussions.

2. Stay current on trends in retail technology, mall management, leasing tools, and brand-mall dynamics.

Ideal Candidate Profile — We are specifically looking for:

1. Someone who has worked in a shopping mall — leasing, mall management, operations, or tenant relations.

2. Someone from a retail brand who handled real estate, expansion, or vendor / mall partnerships.

3. Someone from a retail advisory or retail brokerage firm (companies like Anarock Retail, CBRE Retail, JLL Retail, Cushman & Wakefield Retail, Colliers, or similar) who has mediated between brands and shopping centres.

4. Someone from a retail tech or proptech company who sold or managed accounts within the mall / retail ecosystem.

Must-Have Skills & Experience:

1. 5–10 years of experience in retail, mall operations, retail advisory, or related B2B roles.

2. Strong existing network with mall operators, leasing teams, or retail brand decision-makers in NCR.

3. Proven track record in client management, account growth, or B2B sales.

4. Good understanding of how shopping centres operate — lease structures, occupancy dynamics, brand mix, footfall, and tenant relationships.

5. Comfortable with CRM tools, basic reporting, and presenting to senior stakeholders.

6. Excellent communication and relationship-building skills.

Good to Have:

1. Prior experience with SaaS or technology products in a client-facing role.

2. Exposure to mall analytics, footfall tracking, tenant billing, or retail operations software.

3. Experience working with pan-India mall portfolios or multi-city retail rollouts.**