Plivo is hiring a
Customer Success Manager, Remote - India

Summary

Plivo is seeking a Customer Success Manager for its International Markets based in Bangalore, India. The role involves managing a global portfolio of customers, developing and nurturing relationships, and ensuring the successful adoption of Plivo's offerings. The CSM will work with cross-functional teams to improve customer experience and drive collaboration.

Requirements

• Bachelor’s degree with a minimum 4-6years of work experience in account management, customer success or similar customer facing roles in B2B SaaS / CPaaS companies
• Experience in identifying and driving upsell opportunities, negotiating renewals
• Proven track record of taking ownership of tasks and driving forward to resolutions
• Excellent written and spoken communication skills, listening skills, and presentation skills

Responsibilities

• Manage a global portfolio of contracted customers and key accounts
• Cultivate, nurture, and grow business relationships and explore expansion opportunities with long tail of customers
• Onboard new customers, identify the success criteria and execute thereafter, establish review cadence with the customers
• Develop and execute the customer relationship strategy to ensure every customer receives maximum value from Plivo
• Own the Net Promoter Score for each client
• Facilitate continuous value realization for customers ensuring revenue retention and reducing churn rate
• Identify at-risk customers early and establish a successful account management plan to improve the customer experience
• Drive customer loyalty by creating a referenceable pool of customers
• Lead cross-functional coordination between sales, product, client support, and solution engineering
• Be the voice of the customer within the organization, identify and communicate the key factors required to effectively drive platform adoption

Benefits

• Remote first culture
• Home office Infra allowance
• Industry-leading compensation and benefits
• Premium healthcare/wellness benefits for employees and families
• Open culture and working with a young and dynamic team
• Career advancement opportunities
• A generous vacation policy leads to a great work-life balance