Customer Success Executive

Job Summary

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

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