Customer Success Executive

Alendei Platforms Private Limited; Vadodara; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading communication technology firm in Vadodara is seeking a Customer Success Executive to manage the post-sales journey for CPaaS clients. Responsibilities include onboarding clients, managing account health, and driving retention strategies. Ideal candidates have 4-6 years of experience in Customer Success or Account Management within a SaaS environment, possess strong API knowledge, and are proficient with CRM tools like Zoho and Salesforce. This role offers an opportunity to significantly impact client success.

Qualifications

• 4-6 years of experience in Customer Success, Account Management, or Technical Account Management.
• Functional understanding of API-based platforms and webhook flows.
• Prior experience with CPaaS or cloud telephony platforms preferred.

Responsibilities

• Onboard new clients with end-to-end account setup.
• Manage client portfolio and monitor account health metrics.
• Conduct monthly/quarterly business reviews.

Skills

Customer Success Management

Technical Account Management

API Understanding

CRM Tools Proficiency

Client Relationship Management

Education

Bachelor's degree in Business, Engineering, IT, or Communications

Tools

Zoho

Salesforce

HubSpot

Job description

We're looking for a customer‑centric Customer Success Executive to own the post‑sales journey for our CPaaS clients. You'll drive onboarding, platform adoption, and long‑term retention, translating technical capabilities into real business outcomes for enterprise and mid‑market clients.

Responsibilities

• Onboard new clients with end‑to‑end account setup, API walkthroughs, and configuration of SMS, Voice, IVR, and WhatsApp Business workflows.
• Manage an assigned client portfolio; monitor account health metrics (usage trends, delivery rates, API uptime, ticket SLAs) and proactively flag risks.
• Conduct monthly/quarterly business reviews; identify upsell and cross‑sell opportunities aligned to client growth.
• Drive renewal conversations and work with Sales to convert expansion opportunities into revenue.
• Advocate for clients during escalations; coordinate with Support, Product, and Engineering through to resolution; and conduct post‑incident reviews.
• Channel client feedback and usage insights to the Product team; contribute to playbooks, case studies, and onboarding documentation.

Consider this your client portfolio - the best CSEs always deliver more value than the contract defines. We give you the pedestal; how deeply your clients succeed is entirely up to you.

Requirements

• Bachelor's degree in Business, Engineering, IT, or Communications.
• 4–6 years of experience in Customer Success, Account Management, or Technical Account Management in a SaaS, CPaaS, or B2B tech environment with a proven track record of retention and account expansion.
• Functional understanding of API‑based platforms, webhook flows, and communication stacks; ability to navigate both technical and executive‑level conversations confidently.
• Proficiency in CRM tools (Zoho, Salesforce, HubSpot, or equivalent) and standard productivity platforms.
• Prior experience with CPaaS or cloud telephony platforms (Exotel, Twilio, Kaleyra, MSG91, or similar) and familiarity with QBR formats, NPS/CSAT frameworks, and enterprise escalation management preferred.
• Exposure to BFSI, logistics, e‑commerce, or healthcare verticals is a strong advantage.