Customer Success Manager

Plivo is seeking a Customer Success Manager (CSM) for its International Markets. This role is based in Bangalore. The CSM will develop and nurture long-term relationships with a portfolio of clients, connecting with key business executives and stakeholders across APAC and EMEA regions. They will liaise between customers and cross-functional internal teams in a proactive and timely manner to ensure successful adoption of Plivo’s offerings and achievement of business outcomes.

Critical to success is a passion for urgency and the prompt resolution of customer issues, ensuring customers quickly realize maximum value from Plivo solutions. The CSM must be hands-on and learn the product, build strong relationships with clients and become a trusted advisor.

The Company

Plivo is a cloud communications platform that empowers businesses to connect, engage, and interact with their customers in a more efficient and meaningful way.

Plivo’s mission is to simplify business communications. Thousands of businesses around the globe including IBM, Practo, Zomato, and Gojek rely on Plivo to power their voice and SMS communications at a global scale.

Founded in 2011, Plivo has over 250 employees across its US, Europe and India offices. Plivo is part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures.

Plivo has been profitable since 2014, an unusual milestone for a company of this scale. Plivo’s success has landed it among the leading, global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which is estimated to grow to $34 billion in sales by 2026.

Responsibilities

• Manage a global portfolio of contracted customers and key accounts
• Onboard new customers, identify the success criteria and execute thereafter, establish review cadence with the customers
• Develop and execute the customer relationship strategy to ensure every customer receives maximum value from Plivo
• Own key performance indicators including churn, retention, and expansion
• Identify at-risk customers early and establish a successful account management plan to improve the customer experience
• Cultivate, nurture, and grow business relationships across customer teams and explore expansion opportunities with existing clients
• Drive customer loyalty by creating a referenceable pool of customersLead cross-functional coordination between sales, product, client support, and solution engineering
• Maintain expertise on industry trends, best practices, and the competitive landscape

Qualifications

• Relevant Bachelor’s degree at a minimum
• 5+ years of overall work experience
• 3+ years of Customer Success, Account Management, or Consulting experience, ideally with a Modern AI, CPaaS, or SaaS company
• Experience in negotiating renewals and identifying and driving upsell opportunities
• Proven track record of taking ownership of tasks and driving forward to resolutions
• Excellent written and spoken communication skills, listening skills, and presentation skills

Behaviour Traits

• A people person who understands technology
• Analytical, with the ability to interpret customer data and trends
• Team player who can engage with other functions to deliver a better customer experience and drive collaboration
• A self-starter, capable of working independently with minimal supervision in developing relationships with customers, internal team members and other related stakeholders

Perks And Benefits

• Industry-leading compensation and benefits
• Company-paid medical insurance
• Ownership-driven culture
• Generous vacation policy