Customer Success Manager

Appitsimple Infotek Pvt Ltd; Ahmedabad District; On-site; INR 800,000 - 1,400,000; Full time

Job summary

CallHippo is seeking a proactive Customer Success Manager to own a portfolio of 60–70 accounts across SMB and Mid-Market/Enterprise. You’ll drive adoption, retention, and expansion while collaborating with the Head of Customer Success to convert every customer conversation into growth actions.

You will maintain MOM documentation, lead QBRs, and build strong relationships with stakeholders from SMB founders to enterprise decision-makers.

Qualifications

• 2–5 years in Customer Success, Account Management, or client-facing SaaS/B2B roles.
• Experience managing 60+ accounts with personal touch.
• Excellent relationship-building with SMB to Enterprise stakeholders.
• Strong cross-sell/upsell experience with a number-driven approach (OKRs).
• Excellent organizational skills to track MOM items.
• Strong written and verbal communication; run calls and QBRs.
• Familiarity with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess).
• Data-driven mindset using health metrics and usage data.

Responsibilities

• Own end-to-end relationship management for 60–70 accounts (SMB to Enterprise).
• Build trust-based relationships with key stakeholders and decision-makers.
• Conduct regular check-ins, onboarding calls, and QBRs to understand goals.
• Document every customer call as MOM with actions, owners, timelines.
• Follow up on MOM items to ensure value delivery.
• Own retention/renewals and flag at‑risk customers early.
• Identify cross-sell and upsell opportunities based on usage patterns.
• Position CallHippo features to solve customer pain points and drive value.
• Collaborate with Sales to convert expansions into revenue.
• Track and report on upsell/cross-sell opportunities within accounts.

Skills

Customer Success

Account Management

Client-facing

SaaS

High-volume portfolio

Tools

HubSpot

Salesforce

Gainsight

Freshsuccess

Job description

CallHippo is looking for a proactive, relationship and growth number driven Customer Success Manager to own and grow a portfolio of 60 to 70 accounts spanning SMB and Mid-Market/Enterprise customers. You'll be the primary point of contact for your customers - driving adoption, retention, and expansion, while working closely with the Head of Customer Success to convert every customer conversation into a concrete growth action.

Key Responsibilities

Account Management & Relationship Building

• Own end-to-end relationship management for 60 to 70 assigned accounts (SMB and Mid-Market/Enterprise mix).
• Build strong, trust-based relationships with key stakeholders and decision-makers within each account.
• Conduct regular check-ins, onboarding calls, and Quarterly Business Reviews (QBRs) to understand customer goals and usage.
• Document every customer call as a clear MOM (Minutes of Meeting) with action items, owners, and timelines.
• Proactively follow up on MOM action items to ensure customer needs are addressed and value is delivered.

Retention

• Own the retention/renewal outcome for your book of accounts — track usage, engagement, and health scores to flag at‑risk customers early.
• Build and execute save plans for at‑risk accounts in collaboration with your Head of Customer Success.
• Drive product adoption and feature utilization to increase stickiness and reduce churn risk.

Cross‑Sell & Upsell

• Identify cross‑sell and upsell opportunities within your portfolio based on customer usage patterns and business needs.
• Position relevant CallHippo features/plans/add‑ons that solve customer pain points and add value.
• Work with Sales/Account Executives to convert expansion opportunities into closed revenue.
• Track and report on pipeline of upsell/cross‑sell opportunities within your accounts. Targets of cross sell/ upsell must be accomplished and number driven mindset is non negotiable.

Collaboration & Reporting

• Escalate product issues or feedback to Support/Product teams and follow through to resolution.
• Maintain accurate, up‑to‑date records in the CRM/CS platform (account notes, health scores, MOMs, opportunities).
• Share customer insights and trends with the Head of Customer Success to inform team‑wide strategy.
• Participate in team reviews, pipeline discussions, and coaching sessions.

Required Skills & Experience

• 2-5 years of experience in Customer Success, Account Management, or a client‑facing role, ideally in SaaS/B2B tech.
• Demonstrated ability to manage a high‑volume portfolio (60+ accounts) without losing personal touch.
• Strong relationship‑building skills — comfortable engaging with stakeholders from SMB founders to Enterprise decision‑makers.
• Experience or aptitude in cross‑sell/upselling — able to spot opportunities and have value‑based conversations. Number driven mindset and targets (OKRs) are non‑negotiable.
• Excellent organizational skills — able to track and follow through on MOM action items across a large account base consistently.
• Strong communication skills, both written and verbal; comfortable running calls, QBRs, and email follow‑ups.
• Familiarity with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess, or similar).
• Data‑driven mindset — comfortable using account health metrics and usage data to prioritize outreach.
• Experience in telephony/VoIP or SaaS products is a plus.

What Success Looks Like (First 3 Months)

• Fully ramped on assigned portfolio with strong relationships established across key accounts.
• Consistent MOM documentation and action‑item follow‑through for every customer interaction.
• Healthy retention rate within your book of accounts, with early identification and resolution of at‑risk customers.
• Active, tracked pipeline of cross‑sell/upsell opportunities with measurable conversions.
• Recognized by customers and internal stakeholders as a trusted, reliable point of contact.

Why Join CallHippo

• Own a meaningful, high‑trust relationship with a diverse set of customers from SMB to Enterprise.
• Clear growth path into senior CSM or Customer Success leadership roles.
• Collaborative, fast‑paced environment with direct visibility into company revenue impact.