Job Description

As a Customer Success Manager (CSM) at Exotel, you will own the customer journey post-sales for a strategic portfolio in the Financial Services cluster, comprising Fintechs, NBFCS, Asset Management Companies (AMCs), and Stock Broking firms. Your goal is to drive customer value, product adoption, and account expansion through consultative engagement and operational excellence. This is a high-impact role where youll be expected to deeply understand the workflows and business models in financial services, build strong stakeholder relationships, and ensure Exotel s solutions are driving measurable impact for your customers. Key Responsibilities: Manage a portfolio of high-growth and strategic accounts across Fintech, NBFC, AMC, and stock broking segments. Act as the primary point of contact for all post-sales engagement, owning success, adoption, and renewals. Understand customers business objectives, regulatory landscape, and digital communication needs to develop actionable Customer Success Plans. Drive structured onboarding and ensure strong early adoption of Exotel s suite across voice, messaging, and AI-led communication tools. Collaborate with Account Directors to identify upsell and cross-sell opportunities and jointly deliver on account-level revenue targets. Conduct regular reviews (QBRs/MBRs) to track progress, showcase ROI, and reinforce strategic alignment. Analyze usage patterns and customer behavior to preempt risks, drive deeper product engagement, and improve NRR. Act as a customer advocate internally ensuring customer feedback is channeled into product development and internal processes. Collaborate with Product, Engineering, Support, and Finance teams to ensure smooth delivery and customer satisfaction. Stay current on the evolving fintech and investment tech landscape, using your domain knowledge to consult customers effectively. What We re Looking For: 3-5 years of experience in Customer Success, Account Management in a SaaS or tech-led B2B environment. Exposure to or experience working with Fintechs, NBFCs, AMCs, or Stock Broking clients is highly preferred. Strong communication and relationship-building skills with both business and technical stakeholders. Comfortable working with data to draw insights, build success narratives, and drive retention/expansion. Proven ability to work cross-functionally in a fast-paced, outcome-driven setup. Passion for technology, customer experience, and solving real-world problems. Good to Have: Familiarity with Exotel s product suite or adjacent communication platforms (CPaaS, CCaaS). Working knowledge of regulatory nuances and compliance requirements in financial services communication (e.g., customer verification, transactional alerts). Experience using CRM and CS tools (e.g., Salesforce).