Customer Success Manager -UAE

About the Role

This role is focused on owning customer outcomes, value realization, and retention for enterprise customers. It is not a support or delivery role, but rather an outcomes, orchestration, and ownership role.

Responsibilities

• Value & Outcomes Ownership
• Own the business outcome the customer bought Exotel for (e.g., higher sales conversion, better reachability, improved efficiency, % Automation)
• Drive actions across teams to improve value realization
• Translate product usage into business impact for the customer.
• Retention, Growth & Risk
• Own GRR and NRR for assigned accounts
• Proactively identify and manage:
• Business risk
• Adoption risk
• Stakeholder and competitive risk
• Create cross-sell / scale-up opportunities
• Own renewals including commercial discussions

• Account Governance & QBRs
• Escalation & Customer Communication

• Internal Orchestration
• Coordinate across Support, TAM, Delivery, Product
• Provide clear context and prioritization
• Ensure issues are solved and understood

Must-Have Skills

• Customer Problem Understanding
• Can clearly articulate:
• Customer’s core business problem
• Why it matters
• What success looks like
• Value Thinking
• Thinks in outcomes, not features or tickets
• Can reason even when metrics are manual or incomplete
• Communication & Context Switching
• Comfortable engaging:
• Customer stakeholders (mid-management to users)
• Internal teams (Sales, Support, Product, Ops)
• Clear, structured, calm communicator

• Risk & Judgment
• Proactively identifies early warning signs
• Knows when to escalate and when not to
• Takes ownership without overstepping

• Customer Centricity
• Advocates for customer value
• Balances customer needs with platform reality

Preferred Skills

• Enterprise SaaS CSM
• CCaaS / Contact Center / CRM CSM