Enterprise Customer Success Manager

<p><strong>About Exotel:</strong></p><p>Exotel is a leading cloud communications platform that helps businesses transform how they engage with their customers. Our solutions power enterprise conversations across voice, messaging, and digital channels, enabling businesses to deliver seamless, reliable, and scalable customer experiences.</p><p dir="ltr">We work with enterprises across industries, helping them solve complex communication challenges through cloud technology, APIs, and innovative communication solutions.</p><p dir="ltr">At Exotel, we operate at the intersection of communications, technology, and customer experience, helping businesses build better customer interactions at scale.</p><p dir="ltr">&nbsp;</p><p dir="ltr"><strong>About the Role:</strong></p><p dir="ltr">We are looking for an Enterprise Customer Success Manager to manage and grow relationships with some of Exotel&rsquo;s largest enterprise customers.</p><p dir="ltr">In this role, you will own the customer relationship across the post-sales lifecycle - from implementation and solution launches to product adoption, renewals, and account expansion. You will work closely with customer stakeholders and internal teams to ensure successful deployments, resolve escalations, and identify opportunities to grow revenue from existing accounts.</p><p dir="ltr">This is a customer-facing, commercially accountable role that combines technical understanding, relationship management, project coordination, and revenue ownership.</p><p dir="ltr">The ideal candidate will have experience in SaaS customer success, technical account management, or enterprise account management, with a strong understanding of APIs and integrations. Experience managing customers in banking, financial services, or insurance (BFSI) will be an added advantage.</p><p dir="ltr">&nbsp;</p><p dir="ltr"><strong>What will you do:</strong></p><p dir="ltr">1. Revenue Ownership and Account Growth</p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Own monthly and quarterly revenue targets for assigned accounts, driving renewals, upselling, and cross-selling opportunities.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Identify opportunities to expand product adoption and increase revenue within existing customer accounts.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Collaborate with Sales teams to develop account growth strategies and convert expansion opportunities into revenue.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Lead commercial discussions, negotiate pricing and contract terms, and manage subscription renewals.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Proactively identify renewal risks and develop plans to protect and grow existing revenue.</p></li></ul><p>&nbsp;</p><p dir="ltr">2. Customer Relationship Management</p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Serve as the primary point of contact for assigned enterprise customers, building strong relationships with business, technology, and leadership stakeholders.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Understand customer objectives, business challenges, and success criteria, translating them into actionable plans.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Drive customer engagement, satisfaction, retention, and long-term value realization.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Conduct regular customer reviews and Quarterly Business Reviews (QBRs) to demonstrate value, review progress, and identify growth opportunities.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Manage customer expectations proactively and address concerns before they escalate.</p></li></ul><p>&nbsp;</p><p dir="ltr">3. Technical Account Management</p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Develop a strong understanding of Exotel&rsquo;s platform, APIs, integrations, and product capabilities.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Explain technical concepts and solution capabilities effectively to both business and technical stakeholders.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Work with customer engineering teams and Exotel&rsquo;s internal Product, Engineering, and Support teams to facilitate integrations and resolve technical challenges.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Conduct product demonstrations and solution discussions to showcase how Exotel&rsquo;s capabilities address customer requirements.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Help customers diagnose technical issues and coordinate with internal teams to drive resolution.</p></li></ul><p>&nbsp;</p><p dir="ltr">4. Implementation and Project Management</p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Coordinate customer implementations and solution launches, ensuring alignment on scope, timelines, milestones, and responsibilities.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Work across customer teams and internal stakeholders to manage dependencies, track progress, and mitigate delivery risks.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Manage multiple customer projects simultaneously, prioritising activities based on urgency, business impact, and customer commitments.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Ensure smooth transitions from implementation to ongoing account management and product adoption.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Track project outcomes and help customers realise the intended business value from Exotel&rsquo;s solutions.</p></li></ul><p>&nbsp;</p><p dir="ltr">5. Escalation Management and Cross-functional Collaboration</p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Own customer escalations and drive timely resolution by coordinating with Support, Engineering, Product, Finance, and other relevant teams.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Communicate issues, risks, progress, and resolution plans clearly to customers and internal stakeholders.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Partner with Finance and Accounts Receivable teams to resolve billing, payment, and commercial queries.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Represent the voice of the customer internally, sharing feedback and recurring pain points to improve products and service delivery.</p></li></ul><p>&nbsp;</p><p dir="ltr">6. Reporting and Account Governance</p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Maintain accurate customer, commercial, renewal, and engagement information in the CRM.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Track account health, revenue performance, renewal timelines, product adoption, and expansion opportunities.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Prepare account updates and business reviews that communicate progress, risks, outcomes, and next steps.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Use account data to identify risks early and drive continuous improvement.</p></li></ul><p>&nbsp;</p><p><strong>What are we looking for:</strong></p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">3-6 years of experience in Customer Success, Technical Account Management, Enterprise Account Management, or a similar customer-facing role, preferably in a SaaS or technology company.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Demonstrated experience owning revenue targets, including renewals, upselling, cross-selling, or account expansion.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Strong understanding of APIs, integrations, and technical solutioning, with the ability to work effectively with engineering teams.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Experience managing enterprise customers and coordinating multiple stakeholders across business and technology teams.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Commercial acumen, including experience with pricing discussions, contract negotiations, and renewals.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Excellent communication, relationship-building, stakeholder management, and problem-solving skills.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Ability to manage multiple projects, prioritise competing demands, and handle high-stakes customer situations.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Proficiency in CRM systems for managing customer information, commercial opportunities, and account engagement.</p></li></ul><p>&nbsp;</p><p><strong>Good to have:</strong></p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Experience managing customers in banking, financial services, or insurance (BFSI).</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Familiarity with cloud telephony, CPaaS, CCaaS, contact centre technology, or communication APIs.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Experience supporting enterprise integrations and technology-led customer deployments.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Exposure to customer health tracking, churn prevention, and account expansion strategies.</p></li></ul><p>&nbsp;</p><p><strong>Success Metrics:</strong></p><ul><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Achievement of monthly and quarterly revenue targets.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Renewal performance and revenue growth within existing accounts.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Increased adoption of Exotel&rsquo;s products and solutions.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Successful customer implementations and timely resolution of escalations.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Customer satisfaction, retention, and long-term account health.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Identification and conversion of upsell and cross-sell opportunities.</p></li><li dir="ltr" aria-level="1"><p dir="ltr" role="presentation">Effective account governance and cross-functional collaboration.</p></li></ul>