Customer Success Executive
Alendei · Vadodara · onsite · Posted 36d ago
Undisclosed1–6 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Responsibilities
Requirements
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Were looking for a customer-centric Customer Success Executive to own the post-sales journey for our CPaaS clients. Youll drive onboarding, platform adoption, and long-term retention, translating technical capabilities into real business outcomes for enterprise and mid-market clients.
Responsibilities
- Onboard new clients with end-to-end account setup, API walkthroughs, and configuration of SMS, Voice, IVR, and WhatsApp Business workflows.
- Manage an assigned client portfolio; monitor account health metrics (usage trends, delivery rates, API uptime, ticket SLAs) and proactively flag risks.
- Conduct monthly/quarterly business reviews; identify upsell and cross-sell opportunities aligned to client growth.
- Drive renewal conversations and work with Sales to convert expansion opportunities into revenue.
- Advocate for clients during escalations; coordinate with Support, Product, and Engineering through to resolution; and conduct post-incident reviews.
- Channel client feedback and usage insights to the Product team; contribute to playbooks, case studies, and onboarding documentation.
- Consider this your client portfolio - the best CSEs always deliver more value than the contract defines. We give you the pedestal; how deeply your clients succeed is entirely up to you.
Requirements
- Bachelor's degree in Business, Engineering, IT, or Communications.
- 4-6 years of experience in Customer Success, Account Management, or Technical Account Management in a SaaS, CPaaS, or B2B tech environment with a proven track record of retention and account expansion.
- Functional understanding of API-based platforms, webhook flows, and communication stacks; ability to navigate both technical and executive-level conversations confidently.
- Proficiency in CRM tools (Zoho, Salesforce, HubSpot, or equivalent) and standard productivity platforms.
- Prior experience with CPaaS or cloud telephony platforms (Exotel, Twilio, Kaleyra, MSG91, or similar) and familiarity with QBR formats, NPS/CSAT frameworks, and enterprise escalation management preferred.
- Exposure to BFSI, logistics, e-commerce, or healthcare verticals is a strong advantage.
Job Type: Full-time
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
crmUsageSMSbfsiivrLogisticsHealthcaresalesforceaccount managementEscalation Management