Job description
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, Hub. Spot, 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, Hub. Spot, 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.