Customer Success Manager

Otelier; Ahmedabad District; On-site; INR 1,339,000 - 2,790,000; Full time

Job summary

Otelier is seeking a Customer Success / Account Manager to own a portfolio of client accounts, guiding onboarding, adoption, health, renewals and expansion across its B2B SaaS platform.

You will run regular check-ins and business reviews, track health scores, identify churn risks, and collaborate with Sales, Product and Support to maximize value and prevent churn. Strong English communication and CRM proficiency are essential.

Qualifications

• 3+ years in a customer-facing role at a B2B SaaS or technology company.
• A track record owning retention and renewal outcomes.
• Experience identifying churn risk with clear context and action plan.
• Experience spotting growth opportunities and turning them into upsell revenue.
• Proven ability to build relationships with champions and senior decision makers.
• Hands-on experience with a CRM (Salesforce or HubSpot) and daily use.
• Strong written and spoken English.
• Organized and self-directed, able to balance many accounts and priorities.

Responsibilities

• Manage a portfolio of customer accounts end to end onboarding, adoption, health, renewal and expansion.
• Keep account plans, health scores and next steps current.
• Run regular check-ins and business reviews aligning Otelier's platform to customer goals.
• Protect revenue and elevate churn risk by monitoring usage and escalating with a plan.
• Coordinate Support, Product and Implementation to resolve renewal threats.
• Identify upsell and cross-sell opportunities across properties and products.
• Partner with Sales and Account Management to qualify, hand off or close expansion deals.
• Build champions and relationships with decision makers at various levels.
• Log activity, risks, opportunities and renewals in the CRM and report portfolio status.

Skills

Customer Success

Account management

Churn risk management

Upsell / expansion

Relationship building

CRM (Salesforce/HubSpot)

Communication (English)

Time management

B2B SaaS knowledge

Tools

Salesforce

HubSpot

Job description

Job Description:

Description

What you'll do

Own your book of business

• Manage a portfolio of customer accounts end to end onboarding, adoption, health, renewal

and expansion.

• Keep account plans, health scores and next steps current so you know where every account

stands.

• Run regular check-ins and business reviews that tie Otelier's platform to each customer's goals.

Protect revenue and elevate churn risk

• Watch usage, sentiment and engagement signals to catch at-risk accounts early.
• Escalate churn risk quickly and clearly to leadership, with the facts and a proposed save plan.
• Coordinate Support, Product and Implementation teams to resolve issues that threaten renewal.

Find and drive growth

• Identify upsell and cross-sell opportunities across properties, products and modules.
• Partner with Sales and Account Management to qualify, hand off or close expansion deals.
• Bring customer feedback to Product to shape the roadmap.

Build relationships at every level

• Develop champions among day-to-day users who advocate for Otelier inside their organization.
• Build trust with decision makers and executive sponsors who control budget and renewal.
• Map stakeholders in each account and multi-thread so relationships survive turnover.

Keep the system of record clean

• Log activity, risks, opportunities and renewals in our CRM and customer success platform.
• Use data from these tools to prioritize your time and report on your portfolio.

Requirements

What you'll bring

• 3+ years in Customer Success, Account Management or a similar customer-facing role at a B2B SaaS or technology company (adjust years to level).
• A track record managing a book of business with ownership of retention and renewal outcomes.
• Experience identifying churn risk and escalating it with clear context and a plan of action.
• Experience spotting growth opportunities and helping turn them into upsell or expansion revenue.
• Proven ability to build relationships with both champions and senior decision makers.
• Hands-on experience with a CRM (such as Salesforce or HubSpot) and comfort living in it daily.
• A quick learner of new software who can master our platform and explain it simply to customers.
• Strong written and spoken English; comfortable working with customers and colleagues across time zones.
• Organized and self-directed, able to balance many accounts and priorities at once.

Nice to have

Hospitality experience is a plus but not required. We will teach you the industry if you bring strong customer success skills.

• Experience at a hospitality technology company (PMS, revenue management, business intelligence, accounting or similar).
• Experience working in the hospitality industry, such as hotel operations, finance or revenue management.
• Experience with a customer success platform (such as Velaris, Gainsight or ChurnZero).
• Experience supporting customers in North America, Europe or Asia-Pacific