The Customer Success Manager (CSM) will be responsible for managing the post-sales customer lifecycle for BizChat's Omnichannel Communication portfolio, including WhatsApp Business (WABA), RCS, SMS, Email, Voice, and other CPaaS solutions. The role will focus on driving customer onboarding, adoption, retention, and business value realization while building strong relationships with key customer stakeholders. The CSM will act as a trusted advisor, ensuring customers maximize platform utilization and identifying opportunities to expand adoption of additional CPaaS products across the existing customer base.

Reporting to : Regional Head Customer Success.

Grade : Deputy Manager / Manager

Location : Hyderabad / Chennai / Bangalore

Key Responsibilities:

- Own the customer lifecycle from onboarding to renewal for assigned accounts.

- Drive customer activation, adoption, and utilization of WhatsApp Business, RCS, Email, SMS, Voice, and other CPaaS solutions.

- Ensure customers go live within defined timelines and achieve desired business outcomes.

- Monitor customer health, engagement, and usage trends to proactively identify and mitigate churn risks.

- Conduct regular customer reviews and provide recommendations to improve platform adoption, utilization, and business outcomes.

- Act as the primary point of contact for customer escalations and work with internal teams to ensure timely resolution.

- Build and maintain strong relationships with key business and technology stakeholders within customer organizations.

- Collaborate with Sales, Product, Support, and Operations teams to deliver a seamless customer experience.

- Drive cross-selling and adoption of additional CPaaS products such as SMS, RCS, Email, Voice, Smartflo, Truecaller, and emerging communication solutions within existing customer accounts.

- Identify upsell opportunities and support account expansion initiatives to increase customer wallet share and platform usage.

- Develop and execute customer success plans focused on retention, growth, expansion, and value realization.

- Capture customer feedback and provide inputs to Product and Business teams for continuous improvement.

Key Performance Indicators (KPIs):

1. Adoption, Retention & Customer Health (65%):

- Customers go-live within SLA

- Monthly active accounts

- WhatsApp verification / logo adoption

- Reduction in non-pulsing accounts

- Growth in platform utilization and messaging traffic

2. Retention & Customer Health (30%):

- Customer retention rate

- Gross Revenue Retention (GRR)

- Churn reduction

- Customer health score

- Renewal success rate

3. Cross-Sell Growth & Expansion (25%):

- Cross-sell revenue achievement

- Number of accounts adopting additional CPaaS products

- Upsell revenue achievement

- Multi-product adoption within customer accounts

- Growth in customer wallet share

- Expansion in messaging and communication volumes

4. Customer Experience & Operations (10%):

- CSAT / NPS

- SLA adherence

- Escalation management

- CRM hygiene and reporting accuracy

Qualifications:

- 3 - 7 years of experience in Customer Success, SaaS, CPaaS, Telecom, or Enterprise Account Management.

- Strong customer relationship and stakeholder management skills.

- Experience with WhatsApp Business, RCS, SMS, Email, Voice, or digital engagement platforms is preferred.

- Commercial acumen with the ability to identify cross-sell and growth opportunities within existing accounts.

- Strong analytical, communication, and problem-solving skills.

- Ability to work effectively across cross-functional teams.

Success Profile:

A customer-focused and commercially driven professional who can drive customer adoption, retention, and growth while building trusted customer relationships. The ideal candidate will proactively identify opportunities to expand the use of CPaaS portfolio, increase customer lifetime value, and ensure customers achieve measurable business outcomes from their omnichannel communication investments. Candidate should be willing to work in the market visiting customers.