Customer Success Manager Mid Market

As the Customer Success Director at Exotel, your main responsibility is to drive customer outcomes, Gross Profit (GP), and long-term retention for a portfolio of mid-market customers. You will be in charge of the entire customer journey, from onboarding to scale, ensuring that our solutions have a real business impact. This role requires strong execution, problem-solving skills, and the ability to collaborate across teams to achieve desired outcomes. You will serve as the main point of contact for customers, assisting them with product adoption, solutioning, feature requirements, and business guidance across Exotel's suite of offerings. **Key Responsibilities:** - **Customer Ownership & Delivery** - Own end-to-end onboarding, adoption, and success for your accounts - Ensure smooth delivery of solutions by collaborating with internal teams - Drive go-lives, track progress, and proactively resolve challenges. - **Customer Engagement & Growth** - Build strong relationships with key stakeholders in customer organizations - Conduct regular reviews (MBRs/QBRs) to enhance adoption and unlock growth opportunities - Identify and drive expansion opportunities through Upsell and Cross-Sell. - **Escalation & Problem Solving** - Act as the primary point of contact for all customer escalations - Collaborate with support and engineering teams to quickly resolve issues - Ensure clear communication and closure on all open items. - **Business Ownership** - Own revenue and Gross Profit (GP) across your portfolio - Drive retention while optimizing costs and improving margins - Understand customer use cases and align solutions accordingly. - **Planning & Forecasting** - Monitor account health, risks, and growth potential - Forecast revenue, GP, and potential churn - Develop account plans to achieve predictable outcomes. - **Cross-Functional Collaboration** - Collaborate with Product, Engineering, Skilled Services, and Support teams - Ensure alignment on customer requirements, timelines, and deliverables. **What We're Looking For:** - Strong experience in Customer Success / Account Management in SaaS or Telecom - Ability to manage complex customer environments and multiple stakeholders - High ownership mindset with strong problem-solving skills - Comfortable working across technical and business teams - Excellent communication and relationship-building skills. **What Success Looks Like:** - High customer retention and satisfaction - Revenue and Gross Profit growth across accounts - Product adoption across multiple solutions - Effective handling of escalations and customer issues - Predictable and accurate account forecasts As the Customer Success Director at Exotel, your main responsibility is to drive customer outcomes, Gross Profit (GP), and long-term retention for a portfolio of mid-market customers. You will be in charge of the entire customer journey, from onboarding to scale, ensuring that our solutions have a real business impact. This role requires strong execution, problem-solving skills, and the ability to collaborate across teams to achieve desired outcomes. You will serve as the main point of contact for customers, assisting them with product adoption, solutioning, feature requirements, and business guidance across Exotel's suite of offerings. **Key Responsibilities:** - **Customer Ownership & Delivery** - Own end-to-end onboarding, adoption, and success for your accounts - Ensure smooth delivery of solutions by collaborating with internal teams - Drive go-lives, track progress, and proactively resolve challenges. - **Customer Engagement & Growth** - Build strong relationships with key stakeholders in customer organizations - Conduct regular reviews (MBRs/QBRs) to enhance adoption and unlock growth opportunities - Identify and drive expansion opportunities through Upsell and Cross-Sell. - **Escalation & Problem Solving** - Act as the primary point of contact for all customer escalations - Collaborate with support and engineering teams to quickly resolve issues - Ensure clear communication and closure on all open items. - **Business Ownership** - Own revenue and Gross Profit (GP) across your portfolio - Drive retention while optimizing costs and improving margins - Understand customer use cases and align solutions accordingly. - **Planning & Forecasting** - Monitor account health, risks, and growth potential - Forecast revenue, GP, and potential churn - Develop account plans to achieve predictable outcomes. - **Cross-Functional Collaboration** - Collaborate with Product, Engineering, Skilled Services, and Support teams - Ensure alignment on customer requirements, timelines, and deliverables. **What We're Looking For:** - Strong experience in Customer Success / Account Management in SaaS or Telecom - Ability to manage complex customer environments and multiple stakeholders - High ownership mindset with strong problem-solving skills