Customer Success Manager – CPaaS & Voice AI

About the job

Dial. Nexa is a next generation CPaaS and AI Voice platform. Businesses use us to automate the conversations that actually move revenue: sales calls, support, collections, follow ups and other high volume voice workflows. AI voice agents, telephony, automation, analytics and integrations, in one stack. We are hiring a Customer Success Manager who can sit across from a CXO in the morning and debug a webhook payload with an engineer in the afternoon.

WHAT THIS ROLE ACTUALLY IS You own a portfolio of B2B and enterprise accounts end to end: Contract > Discovery > Technical Onboarding > Configuration > Testing > Go Live > Adoption > Optimisation > Renewal This is not a check in and report CSM role. You will be inside call recordings and transcripts, spotting where an AI agent loses the customer, then working with the client and our AI team to fix the prompt and the conversation flow.

THE DETAILS Location: Bengaluru, work from office with flexibility Experience: 3 plus years Compensation: up to 12 LPA Reporting to: Director, Customer Success Device: Bring your own laptop (mandatory) WHAT YOU WILL OWN Account management

• A portfolio of enterprise and B2B customers, as their primary point of contact
• Relationships across business, operations, technology and decision making stakeholders
• Account specific Customer Success Plans, regular account reviews and QBRs Onboarding and go live
• Requirements, implementation coordination, onboarding milestones, risks and blockers
• Fast Time to Value, with close monitoring of the first 30 to 90 days AI voice agent performance
• Analyse call recordings and transcripts, find gaps in conversation flows and agent responses
• Improve connection rate, answer rate, completion rate, conversion rate, transfer rate, AI resolution rate, call duration, response latency, drop rate and cost per conversation
• Partner with Product and AI teams on recurring performance issues Adoption, consumption and growth
• Track usage, minutes, credits, campaigns and feature adoption
• Spot stagnant or declining consumption early and build recovery plans
• Surface new use cases and partner with Sales on upsell and cross sell Retention and churn
• Own customer health scores and churn indicators
• Own escalations through to resolution and customer acceptance
• Renewal readiness well ahead of contract expiry Voice of the customer
• Translate business requirements into clear product and technical requirements
• Work with Product and Engineering on bugs, API issues, integrations, voice quality, latency and AI agent behaviour WHAT YOU NEED
• 3 plus years in Customer Success, Account Management, Client Success or Technical Account Management
• Experience in B2B SaaS, CPaaS, CCaaS, Cloud Communications, Voice AI or Conversational AI
• Track record managing multiple enterprise accounts through onboarding, adoption, retention and renewals
• Comfort with REST APIs, JSON, webhooks, API authentication, CRM and ticketing integrations
• Working understanding of telephony and VoIP, DID provisioning, IVR, call routing and call flows
• Familiarity with voice AI agents, LLM fundamentals, prompt engineering basics, STT, TTS and call analytics
• Strong analytical, communication, presentation and stakeholder management skills You do not need to be a developer. You do need to be technical enough to diagnose whether an issue sits in customer configuration, the API, an integration, telephony, the AI agent, the workflow or the platform, before it reaches an engineer. STRONGLY PREFERRED CPaaS platforms, Voice AI, Conversational AI, CCaaS or contact centre, cloud telephony, CRM integrations, IVR or voicebot platforms, LLM based applications. WHAT SUCCESS LOOKS LIKE IN 90 DAYS
• Independently running your accounts, with a clear read on each customer's business objectives
• Structured onboarding and clean go lives
• Confident first level technical discussions
• Measurable movement on retention, adoption, consumption, NPS and CSAT, and expansion HOW YOU WILL BE MEASURED Renewal and gross retention | NPS and CSAT | Feature and use case adoption | Minutes, credits and transactions | Upsell and cross sell | Time to go live and time to value | Healthy vs at risk accounts | Escalation closure | AI conversion, resolution and completion rates WHY DIALNEXA Don't just build a career. Build what's next. We are shaping how businesses talk to their customers, through AI, intelligent voice, SaaS and next generation CPaaS. We believe in ownership over hierarchy, innovation over convention, and growth through opportunity. You will work with ambitious people, take on real problems, and have the freedom to experiment and make a visible difference.