About us

Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew from a 3-member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, and 3.2 billion business SMS calls. Read our 2018 growth story here

About the Role

The Customer Success Manager ( CSM) is responsible for maintaining and expanding relationships with enterprise clients . The CSM is responsible for protecting recurring revenue targets, adoption of the use cases/product & being the voice of the customer to provide feedback to the internal teams.

This position entails managing customers post-sales through launch and beyond. You’ll be the single point of contact for all their projects across teams, as well as an escalation for any support-related issues. You’ll require a deep understanding of the platform we run and be able to communicate it effectively.

What will you do?

• Empathise with every aspect of the customer experience, putting customers’ needs first.

• Guide and coach customers with proactive customer success processes.

• Own revenue and Gross Profit (GP) across your portfolio

• Drive retention while identifying opportunities to optimise costs and improve margins

• Develop a strong understanding of customer use cases and align solutions accordingly

• Should be able to handle API integrations

• Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.

• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.

• Consult and identify common customer challenges to suggest better solutions.

• Generate leads and partner with Business Account Managers to help them drive growth.

• Partner closely with other cross-functional teams (Customer Happiness, Product) members to translate business needs and product requirements into new solutions for customers.

• Adapt existing customer onboarding assets and work with product marketing to refine them over time.

• Help drive customer references and case studies.

• Onboarding new customers in order to ensure product adoption.

• Meets assigned targets for revenue retention, collections, and strategic objectives in assigned accounts

• Aggressively follow up with the accounts which are up for renewal and ensure minimum churn.

• Work closely with the product team to provide regular feedback to enhance & built new features.

• Handling client escalations by collaborating with customer happiness (and other internal) team (s).

• You would be measured on:

• Logo retention ie 0% churn

• Protecting & growing the recurring revenue in terms of Gross Revenue Retention (GRR) & Net Revenue Retention (NRR)

• Feedback collected through NPS & CSAT surveys

• Generating leads and collaborating with business account managers to close it

• Drive customer references and case studies

What do we look for?

• 2-5 years of relevant work experience in customer-facing customer success, account management, or a strategic consulting organisation. SaaS experiences a benefit

• Must be fluent in English.

• Knowledge of API Integrations is mandatory

• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption

• Strong interpersonal skills and experience in building strong relationships

• Good problem-solving skills and technical aptitude

• Background working in a customer-facing environment and driving initiatives to improve customer experience will be a great plus

• Ability to prioritise, multitask, and perform effectively under pressure

• Great attitude with the ability to foster a fun, productive working environment