Senior Enterprise Customer Success Manager (CPaaS / B2B SaaS)
Sign up free to see how well your resume matches this role.
What you'll do
- Manage enterprise-grade accounts with portfolio/account sizes of $50K+ ARR.
- Own renewals, upsell, cross-sell initiatives, and Net Revenue Retention (NRR) targets.
- Own the complete customer lifecycle post-sales, including onboarding, adoption, retention, account growth, and strategic account planning.
- Orchestrate complex enterprise onboarding initiatives involving 5+ stakeholders and cross-functional teams.
- Engage and present to C-level executives, Directors, and VP-level stakeholders.
- Explain SaaS product architecture, APIs, integrations, messaging workflows, and telephony concepts.
- Monitor account health, customer usage, and engagement metrics using CRM and analytics platforms.
What they're looking for
- 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.
- 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.
- Must have demonstrated ownership of renewals, upsell, cross-sell initiatives, and Net Revenue Retention (NRR) targets.
- Must have strong experience owning the complete customer lifecycle post-sales, including onboarding, adoption, retention, account growth, strategic account planning, and customer success execution.
- Must have experience orchestrating complex enterprise onboarding initiatives involving 5+ stakeholders and cross-functional teams, coordinating with Product, Support, Engineering, Operations, and Customer teams.
- 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.
- 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.
- 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.
- 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.
- 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).
Nice to have
- Candidates with experience in quota-carrying customer success or revenue ownership roles will be highly preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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).
Company
Company facts come from this company's own listings. We only show what the postings themselves carry.