Customer Success Executive
We're looking for a customer-centric Customer Success Executive to own the post-sales journey for our CPaaS clients. You'll drive onboarding, platform adoption, and long-term retention, translating technical capabilities into real business outcomes for enterprise and mid-market clients.
• 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.
Benefits
• Bachelor's in Business, Engineering, IT, or Communications.
• 4–6 years in Customer Success, Account Management, or Technical Account Management in SaaS, CPaaS, or B2B tech.
• Hands-on understanding of API platforms, webhook flows, and communication stacks.
• Proficient in CRM tools - Zoho, Salesforce, HubSpot, or equivalent.
• Prior CPaaS or cloud telephony experience (Twilio, Exotel, Kaleyra, MSG91) preferred.
• Exposure to BFSI, logistics, e-commerce, or healthcare verticals is a strong advantage.