Sr Manager-Customer Success

Sr. Customer Success Manager Location: Ahmedabad Department: Customer Success Reports To: Sr VP Revenue Team Size: 3-4 Customer Success Managers (CSMs), each managing 60-70 SMB, Mid-Market, and Enterprise accounts

About The Role CallHippo is looking for a results-driven Head of Customer Success to lead and scale our CS function. This is a high-impact leadership role responsible for driving retention, expansion, and customer health across a diverse portfolio of SMB, Mid-Market, and Enterprise accounts. You will lead a team of CSMs, translate customer conversations (MOMs) into concrete growth actions, and own key OKRs around retention and net revenue expansion.

Key Responsibilities Team & People Leadership

• Lead, coach, and mentor a team of 3 to 4 CSMs, each managing a book of ~60-70 accounts spanning SMB and Mid-Market/Enterprise segments.
• Set individual and team goals aligned to company OKRs; run regular 1:1s, pipeline reviews, and performance check-ins.
• Build a high-performance CS culture focused on proactive account management rather than reactive support.
• Recruit, onboard, and upskill CSMs as the team scales.

Retention & Revenue Growth (OKRs)

• Own and drive the Retention Rate OKR — reduce churn and improve gross/net revenue retention across all segments.
• Own the New Teams/Logos Added via Cross-sell OKR — identify and execute cross-sell and upsell opportunities within the existing customer base.
• Build and monitor a rolling revenue expansion pipeline (upsell/cross-sell) with clear forecasting and accountability per CSM.
• Define and track account health scores, usage metrics, and early warning indicators for churn risk.

Account Management & Customer Engagement

• Review Minutes of Meetings (MOMs) from CSM customer calls and convert insights/action items into structured account growth plans.
• Ensure every customer touchpoint has a clear next action, owner, and timeline — no MOM insight goes untracked.
• Personally engage with key Mid-Market/Enterprise accounts to build executive-level relationships and unblock escalations.
• Partner with Sales, Product, and Support to close the feedback loop between customer needs and product roadmap.

Process & Reporting

• Establish playbooks for onboarding, adoption, QBRs (Quarterly Business Reviews), renewal, and expansion conversations.
• Standardize MOM documentation and follow-up processes across the team for consistency and accountability.
• Report on retention, expansion, churn, and team performance metrics to leadership on a regular cadence.
• Continuously refine segmentation strategy (SMB vs. Mid-Market/Enterprise) to optimize CSM bandwidth and account coverage.

Required Skills & Experience

• 6-8+ years in Customer Success / Account Management, with 2+ years in a leadership role managing a CS team, ideally in SaaS.
• Proven track record of owning and delivering on retention rate and expansion/cross-sell revenue targets.
• Strong cross-sell and upselling skills, with experience building repeatable playbooks for revenue expansion.
• Exceptional account management skills — able to translate customer conversations and MOMs into concrete, trackable growth actions.
• Excellent relationship-building skills across SMB, Mid-Market, and Enterprise customer profiles.
• Experience managing a team handling a large, high-volume book of accounts (managing capacity/bandwidth planning for CSMs with 60-70 accounts each).
• Strong analytical skills — comfortable working with CS/CRM tools (e.g., HubSpot, Salesforce, Gainsight, Freshsuccess, or similar) and account health dashboards.
• Excellent communication, presentation, and stakeholder management skills.
• Experience in telephony/VoIP, SaaS, or B2B tech products is a strong plus.

What Success Looks Like (First 3 To 6 Months)

• Improved retention rate against baseline, with a clear churn-reduction plan in motion.
• A documented, adopted process for converting MOMs into tracked action items and account growth plans.
• Measurable increase in cross-sell/upsell revenue and new team/logo additions from the existing customer base.
• A coached, high-performing CSM team with clear ownership of their respective 60-70 account portfolios.
• Strong visibility and reporting cadence to leadership on CS health metrics.

Why Join CallHippo

• Own a high-visibility, high-impact function directly tied to company revenue growth.
• Work with a diverse portfolio spanning SMB to Enterprise customers globally.
• Fast-paced, growth-oriented environment with real ownership over strategy and execution.