Customer Success Manager

Plivo is a cloud communications platform that empowers businesses to connect, engage and interact with their customers with confidence. 

Plivo’s mission is to simplify business communications. Thousands of businesses around the globe, including IBM, Workday, Wolters Kluver, Zomato, Yahoo, and Splunk, rely on Plivo to power their voice and SMS communications on a global scale. Plivo becomes a reliable communications platform with its Premium Communications Network that spans 190+ countries.

Founded in 2011, Plivo has over 300 employees remotely across the US, India, and Europe. Plivo was a part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures. 

Plivo has been profitable for the past 7+ years, an unusual milestone for companies 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 has a market size of USD 12.5 billion in 2022. It is projected to reach USD 45.3 billion over the next five years.

Plivo is a people-centric organization with a culture of ownership. We offer industry-leading compensation and benefits, including excellent healthcare coverage, to our employees.

The Role

Plivo is seeking a Customer Success Manager (CSM) for its International Markets. This role is based in India (Bangalore). The CSM will develop and nurture long-term relationships with existing and new customers, with the primary goal of business expansion. They will liaise between customers and cross-functional internal teams in a proactive and timely manner to ensure the successful adoption of Plivo's offerings and the 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. 

Roles and Responsibilities:

• Manage a global portfolio of contracted customers and key accounts

• Cultivate, nurture, and grow business relationships and explore expansion opportunities with long tail of customers

• 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 the Net Promoter Score for each client

• Facilitate continuous value realization for customers ensuring revenue retention and reducing churn rate

• Identify at-risk customers early and establish a successful account management plan to improve the customer experience

• Drive customer loyalty by creating a referenceable pool of customers

• Lead cross-functional coordination between sales, product, client support, and solution engineering

• Be the voice of the customer within the organization, identify and communicate the key factors required to effectively drive platform adoption

• Maintain expertise on industry trends, best practices, and the competitive landscape

Skills Required:

• Bachelor’s degree with a minimum 4-6years of work experience in account management, customer success or similar customer facing roles in B2B SaaS / CPaaS companies.

•  Experience in identifying and driving upsell opportunities, negotiating renewals

• 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 that 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

• Flexibility with time zones to manage customers and collaborate with colleagues globally

• 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:

• Remote first culture

• Home office Infra allowance

• Industry-leading compensation and benefits

• Premium healthcare/wellness benefits for employees and families

• Open culture and working with a young and dynamic team

• Career advancement opportunities

• A generous vacation policy leads to a great work-life balance