About Us

Exotel is the emerging market’s 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 centre (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

We are looking for a Customer Success Manager who brings 4+ years of experience in customer success and has a background in contact centers, APIs, and basic technical solutioning. This role requires strong customer engagement skills, the ability to drive adoption and retention, and the capability to support technical discussions while coordinating with internal teams.

Key Responsibilities

• Customer Engagement & Retention

• Drive adoption, retention, and NRR by working closely with customers.

• Ensure smooth onboarding, usage optimization, and scaling up of solutions.

• Conduct MBRs/QBRs and present insights to customers to maximize their ROI.

• Technical & Solutioning Support

• Act as a trusted advisor to customers, helping them navigate contact center solutions.

• Possess a foundational understanding of APIs, integrations, and workflows related to customer communications.

• Provide technical support in collaboration with sales, support and product teams for customer escalations.

• Account Coordination & Growth

• Work with sales to map accounts, create account plans, and support pipeline growth.

• Help customers identify new use cases and coordinate deep-dive discussions for solution expansion.

• While not a core responsibility we would want you to collaborate on pricing proposals, negotiations, and contract renewals as and when needed.

• Operational & Delivery Alignment

• Support customer coordination, implementation of SOWs, and go-live processes.

• Assist in tracking usage data, billing issues, and custom invoicing.

• Work closely with internal teams to ensure customers get the best experience.

What We’re Looking For

• 4+ years of Customer Success experience in SaaS, cloud communications, or related fields.

• Exposure to contact centers, customer communication solutions, and API-driven products.

• Ability to collaborate cross-functionally with sales, product, and technical teams.

• Strong problem-solving, relationship-building, and presentation skills.

• Comfort in handling escalations, coordinating with technical teams, and supporting account growth initiatives.

Preferred Skills

• Experience in SaaS / B2B Customer Success roles.

• Understanding of billing, invoicing, and usage tracking in a tech environment.

• Familiarity with Salesforce or CRM tools for customer tracking.

• Ability to translate technical concepts into simple terms for customer discussions.

If you’re passionate about customer engagement, retention, and technical solutioning, we’d love to hear from you!