Senior Customer Success Manager-Africa & SAARC Cluster

Exotel Techcom Pvt Ltd; Gurugram District, Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Exotel Techcom Pvt Ltd in Gurugram is seeking a Customer Success Manager to own the enterprise CX journey for the Africa international cluster, driving retention revenue, upsell opportunities, and collaboration with Account Directors.

You will leverage a strong technical acumen to manage large enterprise relationships, ensure success metrics, and lead with a strategic, customer-first mindset.

Qualifications

• 3–7 years in technology-related field with customer success or enterprise account management.
• Proven track record selling to large enterprise customers.
• Strong customer-facing skills and ability to present to C-level.
• Experience with CPaaS, CCaaS, and Conversational AI is a plus.
• Willingness to travel internationally.

Responsibilities

• Manage a portfolio of enterprise customers with high-touch engagement throughout their CX journey.
• Develop and execute a 2-in-a-box strategy with Account Directors to maximize revenue and gross profit.
• Understand customers' business value drivers, success criteria, and KPIs to develop Customer Success Plans.
• Establish regular Executive Business Reviews to track progress toward objectives.
• Track adoption and renewal; plan to avoid down sells, revenue erosion or non-renewal.
• Cultivate relationships with GSIs/BPOs, marketing automation companies, CRM companies, and other IT/ITES enterprises.
• Act as a pre-sales expert and Technical Account Manager, facilitating technical conversations.
• Collaborate with sales teams throughout the sales cycle to ensure seamless delivery and satisfaction.
• Proactively identify potential business leads for growth, upsell and expansion.
• Stay abreast of AI-backed solution strategies to align with Exotel's product roadmap.
• Lead by example in a startup-like environment, driving customer success initiatives.
• Leverage CPaaS, CCaaS, and Conversational AI knowledge to enhance customer experiences.
• Serve as a strategic CSM balancing customer-facing responsibilities with strategic planning and execution.

Skills

Enterprise account management

Customer success management

CPaaS/CCaaS knowledge

Conversational AI

C-level engagement

Travel willingness

Education

Bachelor's degree in technology or business administration

Job description

About Us

Exotel is the emerging market’s 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, SE Asia, the Middle East, and Africa. Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of communication APIs, Ameyo’s omnichannel contact centre (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud. They’re a $100 million Series D-funded company with $60 million in ARR.

About the Role

As a Customer Success Manager at Exotel, you will play a pivotal role in ensuring the success and satisfaction of our customers, particularly within the International(Africa) cluster.

Prior experience in a Presales/Solutioning role facing customers is preferable

You will be responsible for driving retention revenue targets, identifying upsell/cross-sell opportunities, and fostering new logo sales.

Additionally, you will collaborate closely with Account Directors to align with company goals and revenue objectives. This role demands a strategic mindset, strong technical acumen, and a deep understanding of customer needs in the communication technology sector.

Key Responsibilities:

• Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey

• Develop and execute a 2-in-a-box strategy with Account Directors to maximize revenue and gross profit targets.

• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which Exotel and its customers can achieve mutual success)

• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives

• Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid down sells, revenue erosion or non-renewal

• Cultivate relationships with large GSIs/BPOs, marketing automation companies, CRM companies, and other IT/ITES enterprises.

• Act as a pre-sales expert and Technical Account Manager, facilitating technical conversations and ensuring smooth onboarding processes.

• Collaborate with sales teams throughout the sales cycle, from deal introduction to closure, ensuring seamless delivery and customer satisfaction.

• Proactively identify potential business leads for further business opportunities to support account growth, upsell and expansion.

• Stay abreast of AI-backed solution strategies to align with Exotel's futuristic product roadmap.

• Lead by example in a startup-like environment, demonstrating initiative and leadership in driving customer success initiatives.

• Leverage prior experience in similar organizations and knowledge of CPaaS, CCaaS, and Conversational AI products to enhance customer experiences.

• Serve as a strategic CSM, balancing customer-facing responsibilities with strategic planning and execution.

What do we look for?

• Bachelor's degree in a technology or a Business Administration related field.

• 3-7 years of experience in a technology-related field (preferably a SaaS industry), with a focus on customer success management and/or enterprise account management.

• Proven track record of managing and selling to large enterprise customers, preferably in the communication technology sector.

• Strong understanding of CPaaS, CCaaS, and Conversational AI products, with prior experience being a plus.

• Extremely strong customer-facing skills, including the ability to present to C-level and build relationships

• Leadership, interpersonal and communication profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers

• Strategic mindset with the ability to identify and capitalise on business opportunities

• Demonstrated leadership abilities, with experience thriving in dynamic and fast-paced environments.

• Willingness to travel internationally as needed.