Manager - Customer Success - CPaaS Firm (7-10 yrs)

Responsibilities :

- Manage a portfolio of customers that represent a range of diverse backgrounds and maturity, from established global enterprises to SMBs

- Be the voice of the customer within Plivo, identifying and communicating the key factors required for success

- Serve as the single point of contact for all post-sale activities, which involves coordination between support, product management, and sales teams

- Retain and grow revenue

- Cultivate, nurture, and grow business relationships with multiple contacts at each customer

- Prepare and deliver quarterly business reviews

- Regularly review product usage data to identify and address potential issues proactively

- Drive customer loyalty by creating a referenceable pool of customers

- Maintain expertise on industry trends, best practices, and the competitive landscape

Qualifications :

- Relevant Bachelor's degree or equivalent professional experience

- 7+ years of overall work experience

- 3+ years of experience in a customer success or related role at a high-tech or SaaS company

- Exceptional communication and interpersonal skills

- Self-starter with impeccable time management skills

- Capable of engaging effectively with a wide range of stakeholders

- People person who understands technology

- Flexibility to work in the night shift (5 PM-2 AM IST)