Customer Success Manager

CallHippo is looking for a proactive, relationship and growth number driven Customer Success Manager to own and grow a portfolio of 60 to 70 accounts spanning SMB and Mid-Market/Enterprise customers. You'll be the primary point of contact for your customers - driving adoption, retention, and expansion, while working closely with the Head of Customer Success to convert every customer conversation into a concrete growth action.

Key Responsibilities

Account Management & Relationship Building

• Own end-to-end relationship management for 60 to 70 assigned accounts (SMB and Mid-Market/Enterprise mix).
• Build strong, trust-based relationships with key stakeholders and decision-makers within each account.
• Conduct regular check-ins, onboarding calls, and Quarterly Business Reviews (QBRs) to understand customer goals and usage.
• Document every customer call as a clear MOM (Minutes of Meeting) with action items, owners, and timelines.
• Proactively follow up on MOM action items to ensure customer needs are addressed and value is delivered.
  
  

Retention

• Own the retention/renewal outcome for your book of accounts — track usage, engagement, and health scores to flag at-risk customers early.
• Build and execute save plans for at-risk accounts in collaboration with your Head of Customer Success.
• Drive product adoption and feature utilization to increase stickiness and reduce churn risk.
  
  

Cross-Sell & Upsell

• Identify cross-sell and upsell opportunities within your portfolio based on customer usage patterns and business needs.
• Position relevant CallHippo features/plans/add-ons that solve customer pain points and add value.
• Work with Sales/Account Executives to convert expansion opportunities into closed revenue.
• Track and report on pipeline of upsell/cross-sell opportunities within your accounts. Targets of cross sell/ upsell must be accomplished and number driven mindset is non negotiable.
  
  

Collaboration & Reporting

• Escalate product issues or feedback to Support/Product teams and follow through to resolution.
• Maintain accurate, up-to-date records in the CRM/CS platform (account notes, health scores, MOMs, opportunities).
• Share customer insights and trends with the Head of Customer Success to inform team-wide strategy.
• Participate in team reviews, pipeline discussions, and coaching sessions.
  
  

Required Skills & Experience

• 2-5 years of experience in Customer Success, Account Management, or a client-facing role, ideally in SaaS/B2B tech.
• Demonstrated ability to manage a high-volume portfolio (60+ accounts) without losing personal touch.
• Strong relationship-building skills — comfortable engaging with stakeholders from SMB founders to Enterprise decision-makers.
• Experience or aptitude in cross-sell/upselling — able to spot opportunities and have value-based conversations. Number driven mindset and targets (OKRs) are non-negotiable.
• Excellent organizational skills — able to track and follow through on MOM action items across a large account base consistently.
• Strong communication skills, both written and verbal; comfortable running calls, QBRs, and email follow-ups.
• Familiarity with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess, or similar).
• Data-driven mindset — comfortable using account health metrics and usage data to prioritize outreach.
• Experience in telephony/VoIP or SaaS products is a plus.
  
  

What Success Looks Like (First 3 Months)

• Fully ramped on assigned portfolio with strong relationships established across key accounts.
• Consistent MOM documentation and action-item follow-through for every customer interaction.
• Healthy retention rate within your book of accounts, with early identification and resolution of at-risk customers.
• Active, tracked pipeline of cross-sell/upsell opportunities with measurable conversions.
• Recognized by customers and internal stakeholders as a trusted, reliable point of contact.
  
  

Why Join CallHippo

• Own a meaningful, high-trust relationship with a diverse set of customers from SMB to Enterprise.
• Clear growth path into senior CSM or Customer Success leadership roles.
• Collaborative, fast-paced environment with direct visibility into company revenue impact.