Customer Success Manager

Customer Success Manager

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**Customer Success Manager – CPaaS & AI Voice**

**Company:** DialNexa**Department:** Customer Success**Experience:** 5+ Years**Industry:** CPaaS / SaaS / Cloud Communications / AI Voice**Location:** Bengaluru - WFO being flexible**Employment Type:** Full-Time | **Laptop** **Device - BYOD (Mandate)Reporting To:** Director – Customer Success

**About DialNexa:**

DialNexa is a next-generation **CPaaS and AI Voice platform** helping businesses automate customer conversations, sales, support, collections, follow-ups and other high-volume voice communication use cases. We combine **AI-powered voice technology, telephony, automation, workflows, analytics and integrations** to help businesses scale customer conversations efficiently.

**About the Role:**

We are looking for a **Customer Success Manager (CSM)** with **5+ years of experience in Customer Success, Account Management or Client Success**, preferably within the **CPaaS, SaaS, CCaaS, Cloud Communications, Conversational AI or Voice AI** ecosystem. This role requires a strong combination of **customer management, technical understanding, analytical ability and commercial acumen**. The ideal candidate should be comfortable speaking with a CXO or Business Head while also being able to understand **APIs, integrations, telephony, AI voice agents, call flows, campaigns and platform performance metrics**. You will be responsible for ensuring customers successfully onboard, adopt, consume and derive measurable business value from DialNexa.

**Key Responsibilities1. Customer Account Management**

* Own a portfolio of B2B/enterprise customers.
* Build strong relationships with key business, operations, technology and decision-making stakeholders.
* Act as the primary point of contact throughout the customer lifecycle.
* Understand customer objectives, use cases and business challenges.
* Develop account-specific Customer Success Plans.
* Conduct regular account reviews and QBRs.
* Ensure high customer engagement, satisfaction and retention.

**2. Customer Onboarding & Go-Live**

Own the customer journey from:

**Contract → Discovery → Technical Onboarding → Configuration → Testing → Go-Live → Adoption → Optimisation → Renewal**

Responsibilities include:

* Understand customer use cases and requirements.
* Coordinate with internal teams for implementation.
* Ensure timely completion of onboarding milestones.
* Track dependencies, risks and blockers.
* Ensure customers achieve a fast **Time-to-Value (TTV)**.
* Monitor the first 30–90 days closely after go-live.

**3. Technical Customer Success**

The candidate should have a **sound working knowledge of technology platforms and integrations**.

You should be comfortable understanding:

* REST APIs
* API authentication
* JSON
* Webhooks
* API requests/responses
* CRM integrations
* ERP/ticketing integrations
* Cloud-based SaaS architecture
* Telephony and VoIP fundamentals
* DID/number provisioning
* IVR and call routing
* Call flows
* Voice AI agents
* LLM fundamentals
* Prompt engineering basics
* Speech-to-Text (STT)
* Text-to-Speech (TTS)
* Call recordings and transcripts
* Campaigns and workflows
* Call analytics
* Basic troubleshooting of integration issues

**The candidate does not need to be a developer**, but should be technically strong enough to understand customer problems, perform initial diagnosis and effectively collaborate with Product and Engineering teams.

**4. AI Voice Agent Optimisation**

* Monitor AI voice agent performance.
* Analyse call recordings and transcripts.
* Identify gaps in conversation flows and agent responses.
* Work with customers to improve prompts and conversation journeys.
* Identify opportunities to improve:
* Connection Rate
* Answer Rate
* Call Completion Rate
* Conversion Rate
* Transfer Rate
* AI Resolution Rate
* Call Duration
* Response Latency
* Failure/Drop Rate
* Cost per Conversation
* Work with Product/AI teams to resolve recurring performance issues.

**5. Consumption & Adoption**

* Monitor customer usage, minutes, credits, campaigns and platform adoption.
* Identify customers with declining or stagnant consumption.
* Drive increased adoption of relevant features and use cases.
* Develop account-specific consumption improvement plans.
* Identify opportunities for additional use cases and expansion.
* Partner with Sales on upselling and cross-selling opportunities.

**6. Retention & Churn Management**

* Maintain accurate customer health scores.
* Proactively identify churn indicators.
* Monitor:
* Consumption decline
* Low product adoption
* Technical issues
* Poor AI/call performance
* Customer dissatisfaction
* Lack of stakeholder engagement
* Competitive threats
* Commercial/payment issues
* Create and execute recovery plans for at-risk accounts.
* Own escalations through resolution and customer acceptance.
* Ensure renewal readiness well ahead of contract expiry.

**7. Product & Engineering Collaboration:** Act as the **Voice of the Customer** within DialNexa.

* Capture and document customer requirements.
* Translate business requirements into clear product/technical requirements.
* Work with Product and Engineering on:
* Bugs
* API issues
* Integration challenges
* Feature requests
* Platform performance
* Voice quality
* AI agent behaviour
* Latency
* Workflow issues
* Ensure clear ownership and follow-through on escalations.
* Communicate technical issues and resolutions effectively to customers.

**8. Customer Reviews & Reporting**

Conduct structured monthly/quarterly reviews covering:

**Business Outcomes → Consumption → Adoption → AI Performance → Customer Experience → Issues → ROI → Opportunities → Next Steps**

Prepare customer-facing reports and presentations using relevant platform data and business metrics.

**Key Performance Indicators**

**Area**

**Key Metrics**

Customer Retention

Renewal Rate / Gross Retention

Customer Satisfaction

NPS / CSAT

Platform Adoption

Feature & Use-Case Adoption

Consumption

Minutes / Credits / Transactions

Account Growth

Upsell & Cross-sell

Onboarding

Time-to-Go-Live / Time-to-Value

Customer Health

Healthy vs. At-Risk Accounts

Churn

Churn Rate / Churn Prevention

Engagement

WBR/MBR/QBR / Account Review Coverage

Issue Management

Escalation Resolution & Closure

AI Performance

Conversion / Resolution / Completion Rates

**Required ExperienceMust Have**

* **Minimum 5 years of experience** in Customer Success, Account Management, Client Success or Technical Account Management.
* Experience in **B2B SaaS, CPaaS, CCaaS, Cloud Communications, Voice AI or Conversational AI**.
* Experience managing multiple enterprise/B2B customer accounts.
* Strong understanding of customer onboarding, adoption, retention and renewals.
* Experience working with technology/product teams.
* Good understanding of APIs and SaaS integrations.
* Strong analytical and problem-solving skills.
* Excellent verbal and written communication.
* Strong stakeholder management and presentation skills.
* Ability to manage escalations and work in a fast-paced environment.

**Preferred Experience**

Candidates with experience in any of the following will be strongly preferred:

* CPaaS platforms
* Voice AI
* Conversational AI
* Contact Centre / CCaaS
* Cloud Telephony
* SaaS platforms
* CRM integrations
* API-based platforms
* IVR / Voicebot platforms
* LLM-based applications
* AI-powered customer engagement

**Technical Skills**

The candidate should have a practical understanding of:

**APIs | Webhooks | REST | JSON | CRM Integrations | Telephony | VoIP | IVR | DID | Voice AI | LLMs | STT | TTS | Prompt Engineering | Call Analytics | SaaS Platforms**

The CSM should be able to perform **first-level technical diagnosis** and determine whether an issue is likely related to:

**Customer Configuration → API → Integration → Telephony → AI Agent → Workflow → Platform** before escalating it to the appropriate internal team.

**Behavioural Competencies**

We are looking for someone who is:

* Customer obsessed
* Technically curious
* Data driven
* Commercially aware
* Proactive and ownership oriented
* Excellent at stakeholder management
* Strong in communication and presentation
* Structured and organised
* Strong at problem solving
* Comfortable managing escalations
* Comfortable working with ambiguity
* Collaborative with Product, Engineering and Sales
* Fast learner with a strong technology mindset

**What Success Looks Like**

Within the first **90 days**, the CSM should be able to:

* Independently manage assigned customer accounts.
* Understand customer use cases and business objectives.
* Drive structured onboarding and successful go-live.
* Understand DialNexa's platform, AI voice capabilities and integrations.
* Monitor consumption and adoption.
* Identify customer health risks.
* Handle first-level technical discussions.
* Conduct effective customer reviews.
* Build strong relationships with customer stakeholders.
* Identify opportunities for deeper adoption and expansion.

Within **1 month**, the CSM should demonstrate measurable impact on:

**Customer Retention + Platform Adoption + Consumption Growth + NPS/CSAT + Expansion + Customer Business Outcomes**

**Ideal Candidate Profile**

**5+ Years Experience | CPaaS/SaaS | Customer Success | Technical Acumen | AI/Voice Understanding | Account Management | Data Driven | Commercial Mindset**

We are looking for a CSM who can **understand the customer's business, speak confidently with technology teams, navigate AI Voice/CPaaS challenges and ultimately turn customer adoption into measurable business outcomes.**

**Why Join DialNexa?**Don’t Just Build a Career. Build What’s Next.

At **DialNexa**, we’re shaping the future of customer conversations through **AI, intelligent voice technology, SaaS and next-generation CPaaS**. If you’re excited by technology, innovation and solving real-world business challenges, this is where your ideas can create meaningful impact. We believe in **ownership over hierarchy, innovation over convention, and growth through opportunity**. You’ll work alongside ambitious people, tackle meaningful challenges, and have the freedom to experiment, learn and make a visible difference.

**Join DialNexa to innovate boldly, grow relentlessly, and help build the future of intelligent conversations.**

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Benefits:

* Flexible schedule
* Paid sick time
* Paid time off
* Provident Fund

Work Location: In person View and apply here: Click Here to View

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