Customer Success Manager - International Market

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 Exotels 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.

• Bachelors 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 capitalize on business opportunities
• Demonstrated leadership abilities, with experience thriving in dynamic and fast-paced environments.
• Willingness to travel domestically as needed.