Role & Responsibilities
The Enterprise CSM will own a portfolio of CallHub's highest-value accounts (typically $50k-$500k+ ARR each). This is not a reactive support role - it is a proactive, consultative, and commercially minded position. The CSM will act as a trusted advisor, making sure that the customers realise full value from the platform, renewing and expanding revenue, and amplifying CallHub's brand through advocacy.
- Own a portfolio of enterprise accounts and serve as the primary post-sales point of contact
- Build trusted relationships with decision-makers, administrators, and executive stakeholders
- Drive customer onboarding, integration coordination, and successful adoption of the platform
- Conduct regular business reviews (QBRs/EBRs) to demonstrate value and ROI
- Develop success plans aligned with customer business goals and use cases
- Drive renewals and identify opportunities for account expansion and upsell
- Partner with Support and Product teams to resolve customer issues and advocate for customer needs
- Monitor account health, usage trends, and engagement metrics to proactively identify risks and opportunities
- Maintain accurate account records, forecasts, and customer insights in CRM tools
- Become a subject matter expert on CallHub's products, integrations, and enterprise workflows
- Create, improve, and optimize Customer Success processes and playbooks as the CS function scales
- Work on CS automations, account management workflows, reporting structures, and customer engagement processes
- Gather customer feedback and contribute to product improvement discussions
Ideal Candidate
- Strong Enterprise Customer Success Manager Profile (CPaaS / Telecom / B2B SaaS / Communication Platforms)
- Mandatory (Experience 1) – Must have overall 6+ years of professional experience, with a minimum 3+ years specifically in Customer Success / Enterprise Account Management roles within CPaaS, Telecom, Communication Technology, Contact Center SaaS, or B2B SaaS organizations.
- Mandatory (Experience 2) – Must have minimum 3+ years of experience managing enterprise-grade accounts with portfolio/account sizes of $50K+ ARR, preferably within communication platforms, customer engagement solutions, CRM ecosystems, or contact center products.
- Mandatory (Experience 3) – Must have demonstrated ownership of renewals, upsell, cross-sell initiatives, and Net Revenue Retention (NRR) targets. Candidates with experience in quota-carrying customer success or revenue ownership roles will be highly preferred.
- Mandatory (Experience 4) – Must have strong experience owning the complete customer lifecycle post-sales, including onboarding, adoption, retention, account growth, strategic account planning, and customer success execution.
- Mandatory ( Experience 5) – Must have experience orchestrating complex enterprise onboarding initiatives involving 5+ stakeholders and cross-functional teams, coordinating with Product, Support, Engineering, Operations, and Customer teams.
- Mandatory ( Experience 6) – Must be comfortable engaging and presenting to C-level executives, Directors, VP-level stakeholders, and enterprise decision-makers, with proven ability to build strategic long-term relationships.
- Mandatory (Experience 7) – Must have the ability to understand and explain SaaS product architecture, APIs, integrations, messaging workflows, telephony concepts, and enterprise product ecosystems at a functional level.
- Mandatory (Tools) – Must be proficient in HubSpot or similar CRM platforms, Customer Success tools, reporting dashboards, and analytics platforms to monitor account health, customer usage, and engagement metrics.
- Mandatory (Domain) – Candidate must possess hands-on working knowledge in at least two of the following ecosystems: CPaaS platforms, Cloud Contact Center solutions, Telecom/VoIP infrastructure, SMS & Messaging ecosystem, Political/Civic-tech platforms, or Nonprofit/Advocacy domains.
- Mandatory (Note) - This role will operate in U.S. time zones and requires candidates to be comfortable working in night shifts (approximately 6:00 PM IST onwards).
- Preferred (Experience 1)- Candidates with prior vendor-side exposure as CSM / Account Manager will be strongly preferred.
- Preferred (Experience 2) – Prior experience managing or working closely with U.S.-based customers/accounts will be strongly preferred.
- Preferred (Location) – Candidates based in Bangalore will be processed on priority.
Perks, Benefits and Work Culture
- The opportunity to work on cutting-edge cloud technologies and contribute to mission-critical infrastructure.
- A role that allows you to take ownership of significant aspects of our infrastructure and automation.
- A collaborative and open culture where your ideas are valued, and you are encouraged to take initiative and aspire to be great in your role.
- A dynamic work environment where your contributions directly impact the success and reliability of our services.You will get to see your work directly impacting in a significant way.
- Exposure to the full lifecycle of software development and deployment, from design to monitoring and optimization.
Skills: enterprise,saas,csm,platforms,customer,crm,infrastructure,onboarding
