Senior Enterprise Customer Success Manager (CPaaS / B2B SaaS)

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).