Customer Success Manager -UAE

About Us

Exotel is a leading provider of AI transformation to enterprises for customer engagement and experience. With over 20 billion annual conversations across Omni channel, voice, agents and bots, Exotel is trusted by more than 7000 clients worldwide, spanning industries such as BFSI, Logistics, Consumer Durables, E-commerce, Healthcare and Education.

Customer expectations are evolving and businesses face the challenge of balancing the need for increased revenue, optimized costs, and exceptional customer experience (CX). Exotel steps forward as your transformative partner, offering an AI-powered communication solution to address all three!

The Opportunity

This is a high-impact, outcome-oriented role designed for someone who thrives on ownership rather than just process. You will manage a portfolio of 20-30 strategic enterprise accounts across the UAE and international markets. This isn't about managing support tickets it's about strategic governance, risk mitigation, and ensuring our largest customers see Exotel not just as a vendor, but as a vital partner in their growth.

Responsibilities / What You'll Own

• Outcome & Value Ownership: You own the business reason the customer chose Exotel. Whether it's improving sales conversion or driving automation, you ensure the outcome is achieved by bridging adoption and process gaps.

• Retention & Growth: You are the primary owner of Gross Retention Rate (GRR) and Net Retention Rate (NRR). You'll proactively identify risks be they competitive, adoption-related, or stakeholder-driven and uncover expansion opportunities to hand off to Account Directors.

• Account Governance & QBRs: You will lead Quarterly Business Reviews, translating complex usage data into stories of value delivered while mapping out a forward-looking plan for the customer's success.

• Strategic Orchestration: You will navigate the internal Exotel ecosystem coordinating with Support, TAMs, Product, and Delivery teams to ensure the customer's voice is heard and their issues are prioritized.

• Escalation Management: When challenges arise, you own the communication and executive alignment. You manage expectations and provide the calm, structured leadership needed to navigate high-stakes situations.

What You Bring / Required Skills & Experience

• Outcome-First Mindset: You think in terms of business problems and success metrics, not just features or technical specs.

• Enterprise Experience: Proven track record in Enterprise SaaS Customer Success, preferably within CCaaS, CRM, or CPaaS environments.

• Strategic Communication: The ability to engage with everyone from end-users to mid-management and C-suite stakeholders with clarity and poise.

• Judgment & Risk Assessment: You can spot early warning signs of churn and know exactly when to escalate and when to solve.

• Influencing Skills: You are comfortable driving results and coordinating teams even when you don't have direct authority over them.