Customer Success Manager

Exotel is the emerging markets leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel's cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, Southeast Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byjus, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotels suite of communication APIs, Ameyos omnichannel contact centre (merger), and Cogno AI‘s conversational AI platform over the cloud. They’re a $100 million Series D-funded company with $60 million in ARR.

About the Role

The Customer Success Manager ( CSM) is responsible maintaining and expanding relationship with SMB customers

Assigned to approx. 1500+ such customers [and growing monthly], the CSM is responsible for achieving revenue quota, retention targets and other assigned account objectives. This is a breadth role and not a depth role. Hence the CSM has to manage a huge portfolio of accounts.

The CSM represents the entire range of company products and services to assigned customers, while leading the customer account planning cycle and ensuring assigned customers’ needs and expectations are met by the company.

Why should you join us?

• You want to be an enabler for business success with an appetite for steep learning.
• You enjoy mentoring and coaching teams, take pride in teams success.
• You enjoy solving problems and thrive for excellence

What will you do?

• The CSM is responsible in establishing and setting processes [automation] that help in building a faceless contact with these accounts.
• Onboarding new customers in-order to ensure product adoption.
• Meets assigned targets for profitable revenue, collections and strategic objectives in assigned accounts
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis via our ticketing system. Ensuring to adhere to the SLAs stated.
• Aggressively follow up with the accounts which are up for renewal and ensure minimum churn.

What we look for?

• Good problem-solving skills and technical aptitude.
• Background working in a customer-facing environment and driving initiatives to improve customer experience will be a great plus.
• Executive-level communication and interpersonal skills. You must be passionate about delivering high quality service to customers
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Great attitude with the ability to foster a fun, productive working environment
• A BS/MS (or equivalent) in Computer Science or related technical field.