Customer Success Manager – CPaaS & Voice AI

Company: DialNexaDepartment: Customer SuccessExperience: 5 plus yearsIndustry: CPaaS, SaaS, Cloud Communications, AI VoiceLocation: Bengaluru, work from office with flexibilityEmployment type: Full timeLaptop requirement: Bring your own device, mandatoryReporting to: Director, Customer SuccessABOUT DIALNEXADialNexa is a next generation CPaaS and AI Voice platform helping businesses automate customer conversations across sales, support, collections, follow ups, and other high volume voice communication use cases.We combine AI powered voice technology, telephony, automation, workflows, analytics, and integrations to help businesses scale customer conversations efficiently.ABOUT THE ROLEWe are looking for a Customer Success Manager with more than 5 years of experience in Customer Success, Account Management, or Client Success, preferably within CPaaS, SaaS, CCaaS, Cloud Communications, Conversational AI, or Voice AI.This role requires customer management, technical understanding, analytical ability, and commercial acumen. The ideal candidate should be comfortable speaking with CXOs and Business Heads while also understanding APIs, integrations, telephony, AI voice agents, call flows, campaigns, and platform performance metrics.You will ensure that customers successfully onboard, adopt, consume, and derive measurable business value from DialNexa.KEY RESPONSIBILITIES📌CUSTOMER ACCOUNT MANAGEMENT• Own a portfolio of B2B and enterprise customers.• Build relationships with business, operations, technology, and decision making stakeholders.• Act as the primary point of contact throughout the customer lifecycle.• Understand customer objectives, use cases, and business challenges.• Develop account specific Customer Success Plans.• Conduct regular account reviews and QBRs.• Drive customer engagement, satisfaction, and retention.📌CUSTOMER ONBOARDING AND GO LIVEOwn the complete customer journey:Contract → Discovery → Technical Onboarding → Configuration → Testing → Go Live → Adoption → Optimisation → Renewal• Understand customer requirements and use cases.• Coordinate with internal teams for implementation.• Ensure timely completion of onboarding milestones.• Track dependencies, risks, and blockers.• Help customers achieve a fast Time to Value.• Closely monitor the first 30 to 90 days after go live.📌TECHNICAL CUSTOMER SUCCESSThe candidate should have sound working knowledge of technology platforms and integrations, including:REST APIs, API authentication, JSON, webhooks, API requests and responses, CRM integrations, ERP and ticketing integrations, cloud based SaaS architecture, telephony and VoIP fundamentals, DID and number provisioning, IVR and call routing, call flows, Voice AI agents, LLM fundamentals, prompt engineering basics, Speech to Text, Text to Speech, call recordings, transcripts, campaigns, workflows, call analytics, and basic troubleshooting of integration issues.You do not need to be a developer. You should be technically strong enough to understand customer problems, perform an initial diagnosis, and collaborate effectively with Product and Engineering.📌AI VOICE AGENT OPTIMISATION• Monitor AI voice agent performance.• Analyse call recordings and transcripts.• Identify gaps in conversation flows and agent responses.• Work with customers to improve prompts and conversation journeys.• Improve connection rate, answer rate, call completion rate, conversion rate, transfer rate, AI resolution rate, call duration, response latency, failure and drop rate, and cost per conversation.• Work with Product and AI teams to resolve recurring performance issues.📌CONSUMPTION AND ADOPTION• Monitor customer usage, minutes, credits, campaigns, and platform adoption.• Identify declining or stagnant consumption.• Drive adoption of relevant features and use cases.• Develop account specific consumption improvement plans.• Identify additional use cases and expansion opportunities.• Partner with Sales on upselling and cross selling.📌RETENTION AND CHURN MANAGEMENT• Maintain accurate customer health scores and proactively identify churn indicators.• Monitor consumption decline, low product adoption, technical issues, poor AI or call performance, customer dissatisfaction, lack of stakeholder engagement, competitive threats, and commercial or payment issues.• Create and execute recovery plans for at risk accounts.• Own escalations through resolution and customer acceptance.• Ensure renewal readiness well before contract expiry.📌PRODUCT AND ENGINEERING COLLABORATIONAct as the Voice of the Customer within DialNexa.• Capture and document customer requirements.• Translate business requirements into clear product and technical requirements.• Work with Product and Engineering on bugs, API issues, integration challenges, feature requests, platform performance, voice quality, AI agent behaviour, latency, and workflow issues.• Ensure clear ownership and follow through on escalations.• Communicate technical issues and resolutions effectively to customers.📌CUSTOMER REVIEWS AND REPORTINGConduct structured monthly and quarterly reviews covering:Business Outcomes → Consumption → Adoption → AI Performance → Customer Experience → Issues → ROI → Opportunities → Next StepsPrepare customer facing reports and presentations using platform data and business metrics.KEY PERFORMANCE INDICATORS• Customer retention: Renewal Rate and Gross Retention• Customer satisfaction: NPS and CSAT• Platform adoption: Feature and Use Case Adoption• Consumption: Minutes, Credits, and Transactions• Account growth: Upsell and Cross Sell• Onboarding: Time to Go Live and Time to Value• Customer health: Healthy Accounts compared with At Risk Accounts• Churn: Churn Rate and Churn Prevention• Engagement: WBR, MBR, QBR, and Account Review Coverage• Issue management: Escalation Resolution and Closure• AI performance: Conversion, Resolution, and Completion RatesREQUIRED EXPERIENCEMust have:• Minimum 5 years of experience in Customer Success, Account Management, Client Success, or Technical Account Management.• Experience in B2B SaaS, CPaaS, CCaaS, Cloud Communications, Voice AI, or Conversational AI.• Experience managing multiple enterprise or B2B customer accounts.• Strong understanding of onboarding, adoption, retention, and renewals.• Experience working with technology and product teams.• Good understanding of APIs and SaaS integrations.• Strong analytical and problem solving skills.• Excellent verbal and written communication.• Strong stakeholder management and presentation skills.• Ability to manage escalations in a fast paced environment.Preferred experience:CPaaS platforms, Voice AI, Conversational AI, Contact Centre, CCaaS, Cloud Telephony, SaaS platforms, CRM integrations, API based platforms, IVR, Voicebot platforms, LLM based applications, or AI powered customer engagement.TECHNICAL SKILLSThe candidate should have a practical understanding of:APIs | Webhooks | REST | JSON | CRM Integrations | Telephony | VoIP | IVR | DID | Voice AI | LLMs | STT | TTS | Prompt Engineering | Call Analytics | SaaS PlatformsThe Customer Success Manager should be able to perform first level technical diagnosis and determine whether an issue relates to:Customer Configuration → API → Integration → Telephony → AI Agent → Workflow → PlatformThe issue should then be escalated to the appropriate internal team.BEHAVIOURAL COMPETENCIESWe are looking for someone who is:• Customer obsessed• Technically curious• Data driven and commercially aware• Proactive and ownership oriented• Strong at stakeholder management, communication, and presentation• Structured and organised• Strong at problem solving• Comfortable managing escalations and ambiguity• Collaborative with Product, Engineering, and Sales• A fast learner with a strong technology mindsetWHAT SUCCESS LOOKS LIKEWithin the first 90 days, the Customer Success Manager should be able to:• Independently manage assigned customer accounts.• Understand customer use cases and business objectives.• Drive structured onboarding and successful go live.• Understand DialNexa’s platform, AI voice capabilities, and integrations.• Monitor consumption and adoption.• Identify customer health risks.• Handle first level technical discussions.• Conduct effective customer reviews.• Build strong stakeholder relationships.• Identify deeper adoption and expansion opportunities.Within 1 month, the Customer Success Manager should demonstrate measurable impact on:Customer Retention + Platform Adoption + Consumption Growth + NPS and CSAT + Expansion + Customer Business OutcomesIDEAL CANDIDATE PROFILE5 plus years of experience | CPaaS and SaaS | Customer Success | Technical Acumen | AI and Voice Understanding | Account Management | Data Driven | Commercial MindsetWe are looking for someone who can understand the customer’s business, speak confidently with technology teams, navigate AI Voice and CPaaS challenges, and turn customer adoption into measurable business outcomes.WHY JOIN DIALNEXA?Do not just build a career. Build what comes next.At DialNexa, we are shaping the future of customer conversations through AI, intelligent voice technology, SaaS, and next generation CPaaS.If you are excited by technology, innovation, and solving real world business challenges, this is where your ideas can create meaningful impact.We believe in ownership over hierarchy, innovation over convention, and growth through opportunity. You will work alongside ambitious people, tackle meaningful challenges, and have the freedom to experiment, learn, and make a visible difference.Join DialNexa to innovate boldly, grow relentlessly, and help build the future of intelligent conversations.