Customer Success Manager

Key responsibilities

• Drive upselling and account growth: Identify and pursue opportunities for additional users, expanded deployments, plan upgrades, and relevant products or services within existing accounts.
• Build account growth plans: Understand each client’s business goals, current usage, and future needs to develop clear expansion opportunities and revenue forecasts.
• Own expansion conversations: Explain the business value of recommendations, handle objections, and coordinate proposals and commercial closure with sales and relevant stakeholders.
• Own the relationship after delivery: Take a clear handover from the delivery team and become the primary point of contact for ongoing client engagement.
• Review open concerns daily: Track client-reported issues, pending requests, priorities, owners, and next steps.
• Follow up with development and delivery teams: Obtain progress updates, track agreed timelines, and escalate delays or blockers.
• Keep clients informed: Communicate progress, expected resolutions, and changes to commitments clearly and promptly.
• Conduct monthly client calls: Review sentiment, satisfaction, product experience, unresolved concerns, and opportunities to support additional business needs.
• Manage actions after client calls: Document feedback and commitments, coordinate internal ownership, and follow up until closure.
• Represent client priorities: Explain the business impact of concerns to internal teams and distinguish product issues from enhancement requests.
• Confirm resolution and escalate risks: Verify closure with clients and flag recurring concerns, missed commitments, or dissatisfaction early.
• Maintain account records: Keep client communication, growth opportunities, revenue forecasts, meeting notes, and action items current.

Required skills and experience

• 5+ years of experience in customer success or account management, with responsibility for growing existing customer accounts.
• Proven upselling and account expansion skills, with a track record of identifying opportunities and converting them into additional revenue.
• Strong commercial and consultative selling skills, including discovery, value presentation, objection handling, negotiation, and opportunity management.
• Ability to build account growth plans, manage an expansion pipeline, and work toward agreed revenue targets.
• Product and business understanding of softphone, UCaaS, SaaS, or business communication solutions.
• Understanding of how clients use communication products for employee collaboration, remote working, customer support, and contact centre operations.
• Familiarity with calling, messaging, presence, voicemail, and conferencing features, and the ability to connect them to business outcomes.
• Understanding of white-label softphone offerings and how telecom providers, resellers, and channel partners serve their customers.
• Familiarity with subscription plans, user licensing, pricing structures, and how customer usage creates expansion opportunities.
• Ability to build relationships with decision-makers and understand their business priorities, budgets, and purchasing processes.
• Strong client communication, sentiment assessment, escalation handling, and consistent follow-through.
• Ability to assess the business impact of concerns and coordinate appropriate internal attention.
• Ability to set realistic expectations without making unconfirmed commitments.
• Experience using CRM and issue-tracking tools to manage accounts, opportunities, and outstanding actions.

Success measures

• Upsell and account expansion revenue against agreed targets.
• Growth in users, deployments, or product adoption within existing accounts.
• A qualified expansion pipeline with accurate opportunity records and forecasts.
• Daily review of open client concerns, with clear ownership and next steps.
• Timely, accurate client updates and consistent monthly review calls.
• Completion of agreed actions, with closure confirmed by clients.
• Early identification and escalation of relationship risks.

• IT Service & Product based company
• Growing Team of 280+ Professionals
• Work-Life Balance with 5-Day Workweek
• Flexible Timings
• Providing Hybrid Work Mode Flexibility
• Comprehensive Medical & Accidental Insurance
• 32 Leaves annually