Customer Success Specialist

Role Overview

We are hiring an Account Manager (SMB) to manage and grow a portfolio of existing customers at MyOperator. This is a revenue-owning role, responsible for renewals, upsells, and cross-sells, while ensuring high customer satisfaction and low churn.

You will act as a trusted advisor to SMB clients, helping them maximize value from MyOperator's communication platform (WhatsApp API, IVR, AI bots).

About MyOperator:

MyOperator is a Business AI Operator redefining customer communication through a unified platform that integrates WhatsApp, calls, and AI-powered chat and voice bots for seamless communication automation. Supporting a messaging-first and always-on world, MyOperator offers solutions like verified WhatsApp Business API, call management, campaign management, and GenAI-powered chatbots and voicebots. Trusted by over 12,000 businesses, including Amazon, Apollo Hospitals, and Razorpay, MyOperator has been providing innovative solutions for over 14 years. Renowned for its ease of use and customer experience excellence, the platform is highly rated across various review platforms.

Key Responsibilities

• Own a portfolio of 50–150 SMB accounts with complete revenue responsibility
• Drive monthly/quarterly renewals and ensure high retention rates
• Identify expansion opportunities through upselling and cross-selling (WhatsApp, IVR, AI solutions)
• Achieve revenue targets from existing accounts (₹2L–₹5L/month depending on portfolio)
• Proactively identify churn risks and implement retention strategies
• Maintain strong relationships with business owners and decision-makers
• Ensure high CRM hygiene (Zoho/HubSpot/Salesforce) and accurate forecasting
• Monitor and improve customer health metrics (CSAT, usage, engagement)
• Coordinate with support/product teams for issue resolution and account growth

Target Customers

• SMB clients across Real Estate, Education, Healthcare, E-commerce, and Services
• Primarily India-based customers

Must-Have Requirements

• 1–3 years of experience in Account Management / Customer Success / B2B Sales
• Experience in renewals, upselling, or revenue ownership (not just support)
• Exposure to SaaS / tech / subscription-based products
• Strong communication skills (client-facing role)
• Experience using CRM tools (Zoho, HubSpot, Salesforce)
• Basic data handling skills (Excel, reporting, tracking metrics)

Good to Have

• Experience in CPaaS / SaaS / Communication platforms
• Prior experience managing high-volume SMB accounts
• Exposure to customer lifecycle management (onboarding → renewal)

Strictly Not a Fit

• Candidates from pure B2C / retail / showroom sales backgrounds
• Profiles limited to customer support with no revenue ownership
• Candidates without exposure to CRM tools or account tracking