About us

Exotel is emerging markets’ leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotel’s cloud-based product suite powers 50 million daily engagements across voice, video and messaging channels. Exotel powers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa. 

Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart, GoJek, Byju’s, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel’s suite of communication APIs, Ameyo’s omnichannel contact center (merger), and Cogno AI‘s conversational AI platform (acquisition) over the cloud. They’re a $100 million Series D funded company with $60 million in ARR.

About the Role

As the head of the customer success team, you will be working closely with India’s most innovative startups and strategic midmarket enterprises, helping them achieve desired customer engagement outcomes with the Exotel platform and products. Your team will be working with prospects and customers through their lifecycle - pre-sales, solution delivery, onboarding, scale-up, and post-sales CX - and will act as technical account managers. The team handles ~300 strategic customers and you (along with the sales head) will be responsible for achieving the revenue and gross profit targets. 

You will be required to develop a deep understanding of our platform and products (CCaaS, CPaaS, AI bots), provide solutions to customers, deliver them successfully (along with the delivery team), and resolve any customer issues (along with the support team). This position entails acting as an escalation point for any issues faced by customers and working/coordinating with cross-functional teams - product, engineering, support, finance - to address them. 

What will you do? 

Responsibilities in detail: 

• We’re looking for someone who can get things done without friction, respond quickly when called on, and who will be super proactive. 
• You pride yourself on establishing long-term relationships with customers. You enjoy doing demos and meeting everyone, from engineers to GMs and CXOs. This is a managerial role and you will be responsible for handling a team of 6 CXMs

Help with the Platform

• Manage expectations and provide guidance. For this, you’ll work with both the business and engineering teams of the client’s company helping them use our APIs, software, and integration. You’ll also be responsible for measuring the success of the use cases/ projects that have been implemented.
• Helping clients understand how other enterprise customers are tackling similar problems they face using CPaaS, CCaaS, and Gen-AI bots.

Planning, Coordinating and Launching

• You are comfortable with a high volume of communication and switching tasks based on priority and you’re not daunted by managing risks in high stake situations.
• See through to the launch of new solutions/ projects while resolving issues that pop-up, with the help of our support team.

Regular check-ins

• You are someone who is always on top of things and makes sure to get everyone on the same page with respect to the solutions/ projects you’re working on.
• We want you to have QBR meetings with the clients you handle to have them updated on the success of the projects that you’ve worked on in that quarter, discuss new ones and help them understand the value Exotel brings.
• Apart from this- you’ll also keep the customers updated about core Exotel developments and features regularly.

Revenue Ownership

• Make sure you strive to achieve/ over-achieve the targets set in terms of monthly/ quarterly revenue- both in terms of recurring revenue and revenue generation through upselling and cross-sell
• You’re comfortable negotiating terms, pricing, and reviewing contracts. Overall, P&L responsibility will be given through dotted line

What do we look for?

• We need 8+ years of relevant work experience in customer success/technical account management.
• We look for excellent communication skills, and the ability to understand the product and propose solutions to clients.
• We need experienced managers with good team building experience & having worked in startups.
• We look for excellent stakeholder management, planning & Analysis skills.

If this role interests you, please send us your expression of interest telling us why you make an ideal candidate for this role along with your contact details.

What to expect next?

• If we are impressed with your candidature, expect an exploratory call from the hiring manager. This is an opportunity for us to understand your motivations, experience and interest in this role and also your opportunity to know about us.
• Our interview process involves telephonic conversation, and face-to-face conversations. At every stage, you'll be provided feedback. We appreciate your interest in our company and we’ll make sure to respect your time.