Plivo is hiring a
Senior Customer Success Manager

Summary

The job description is for a Senior Customer Success Manager at Plivo, a cloud communications platform company based in the US, India, and Europe. The role involves managing a portfolio of customers, acting as a trusted advisor, and ensuring successful adoption of Plivo's offerings. The position is remote with a preference for candidates in the central or eastern United States.

Requirements

• Relevant Bachelor’s degree or equivalent professional experience
• 7+ years of overall work experience
• 3+ years of experience in a customer success or related role at a high-tech or SaaS company
• Exceptional communication and interpersonal skills
• Self-starter with impeccable time management skills
• Capable of engaging effectively with a wide range of stakeholders
• People person who understands technology
• Flexibility to start work early (i.e. no later than 8:00 AM CT) to collaborate with colleagues in India
• Team player who can engage with other functions to deliver a better customer experience
• Experience negotiating renewals and/or net-new contracts
• Proven track record of taking ownership of tasks and driving to resolutions
• Analytical, with the ability to interpret customer data and trends
• Excellent written and spoken communication skills, listening skills, and presentation skills
• Capable of working independently to develop relationships with customers and internal stakeholders

Responsibilities

• Manage a portfolio of customers that represent a range of diverse backgrounds and maturity, from established global enterprises to SMBs
• Be the voice of the customer within Plivo, identifying and communicating the key factors required for success
• Serve as the single point of contact for all post-sale activities, which involves coordination between support, product management, and sales teams
• Retain and grow revenue
• Cultivate, nurture, and grow business relationships with multiple contacts at each customer
• Prepare and deliver quarterly business reviews
• Regularly review product usage data to identify and address potential issues proactively
• Drive customer loyalty by creating a reference-able pool of customers
• Maintain expertise on industry trends, best practices, and the competitive landscape

Benefits

• Company-paid medical insurance
• Health, vision, and 401K benefits
• Ownership-driven culture
• Generous vacation policy
• Remote work setup