Job Description & How to Apply Below
The incumbent will own the overall customer lifecycle and account health, proactively identify risks and opportunities, manage escalations, and work closely with Sales, Product, Operations, and Service Delivery teams to ensure customers achieve maximum value from the company's solutions.
What You’d Do?
1. Relationship Management
Build, manage, and nurture strong relationships with key stakeholders and decision-makers across assigned enterprise customer accounts
Act as the primary relationship owner and strategic point of contact between customers and internal teams
1. Customer Lifecycle Ownership
Own the end-to-end customer lifecycle, including onboarding, adoption, engagement, retention, renewals, and account growth
Develop a deep understanding of customers' business objectives, challenges, and use cases to ensure effective adoption and utilization of the company's products and solutions
3. Revenue Growth & Expansion
Own the growth and revenue expansion strategy for assigned enterprise accounts across the North region
Identify, develop, and convert upsell, cross-sell, and expansion opportunities within existing customer accounts
4. Customer Health & Retention
Monitor customer health, engagement, service performance, adoption, and satisfaction and proactively identify potential risks
Drive initiatives to improve customer experience, product adoption, engagement, and long-term retention
5. Cross-functional Collaboration
Collaborate closely with Sales, Product, Technology, Operations, Service Delivery, and Support teams to address customer requirements
Lead and manage critical customer escalations, ensuring appropriate internal coordination, communication, and closure
6. Strategic Reviews & Reporting
Conduct regular business reviews and strategic discussions with customers to review performance and align on future growth opportunities.
Maintain a structured account plan, customer pipeline, tracking opportunities, risks, engagement levels, and growth potential.
Provide regular reporting on customer health, retention, revenue opportunities, churn risks, escalations and account forecasts to management
7. Team & Process Development
Mentor and guide junior Customer Success / Service Management team members, sharing best practices and supporting their development
Contribute to the development and continuous improvement of Customer Success processes, frameworks, and governance
Ensure consistent documentation of customer interactions, account plans, key risks, opportunities, and action items
What You’d Have?
Bachelor’s degree in business, Engineering, Technology, or a related field; postgraduate qualification is an added advantage
10–12 years of experience in Customer Success, Key Account Management, Enterprise Account Management, Service Management, or Business Development
Experience in the SaaS, CPaaS, Telecom, Cloud Communication, or Messaging industry will be preferred
Proven track record in driving customer retention, renewals, account growth, upselling, and cross-selling
Strong understanding of customer lifecycle management, health monitoring, adoption, engagement, and retention strategies
Experience managing customer escalations and coordinating cross-functional teams for issue resolution
Strong business acumen with exposure to multiple industry verticals and enterprise customer environments
Ability to communicate complex technology solutions clearly to both technical and…
Position Requirements
10+ Years
work experience
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