Customer Success Manager-Mid Market

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, Southeast 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.

Overview

At Exotel, the Customer Success Director is responsible for driving customer outcomes, Gross Profit (GP), and long-term retention across a portfolio of mid-market customers.

You will own the end-to-end customer journey, from onboarding to scale, ensuring our solutions deliver real business impact. This role goes beyond traditional account management, requiring strong execution, problem-solving, and the ability to work across teams to deliver outcomes.

You will be the single point of contact for your customers - supporting them with product adoption, solutioning, feature requirements, and business guidance across Exotel's suite of offerings, including Voicebots, Voice, SMS, WhatsApp, Streaming, VSIP, Contact Centre, and AI-led solutions.

Key Responsibilities:

Customer Ownership & Delivery

• Own end-to-end onboarding, adoption, and success for your accounts
• Ensure smooth delivery of solutions by working closely with internal teams
• Drive go-lives, track progress, and proactively unblock challenges.

Customer Engagement & Growth

• Build strong relationships with key stakeholders across customer organisations
• Conduct regular reviews (MBRs/QBRs) to drive adoption, identify risks, and unlock growth opportunities
• Identify and drive expansion opportunities across products and use cases through Upsell, Cross-Sell

Escalation & Problem Solving

• Act as the primary point of contact for all customer escalations
• Work with support and engineering teams to resolve issues quickly and effectively
• Ensure clear communication and closure on all open items

Business Ownership

• Own revenue and Gross Profit (GP) across your portfolio
• Drive retention while identifying opportunities to optimise costs and improve margins
• Develop a strong understanding of customer use cases and align solutions accordingly

Planning & Forecasting

• Maintain visibility on account health, risks, and growth potential
• Forecast revenue, GP, and potential churn across your accounts
• Build account plans to drive predictable outcomes

Cross-Functional Collaboration

• Work closely with Product, Engineering, Professional 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
• Comfort working across technical and business teams
• Strong communication and relationship-building skills.

What Success Looks Like

• High customer retention and satisfaction
• Growth in revenue and Gross Profit across accounts
• Strong product adoption across multiple solutions
• Effective handling of escalations and customer issues
• Predictable and accurate account forecasts