The Role
Plivo is seeking a Senior Customer Success Manager (CSM) to cover a portfolio of customers in the United States and Canada.
The Senior CSM will develop and nurture long-term relationships, establishing themselves as a trusted advisor. They will liaise between customers and cross- functional internal teams in a proactive and timely manner to ensure the successful adoption of Plivo's offerings and the achievement of business outcomes.
Critical to success is a proactive approach to resolving customer issues promptly. Also important are outstanding communication skills, critical thinking, and impeccable time management.
The Senior CSM will work remotely from the central or eastern United States, ideally Austin, TX, but other locations within the time zones are also considered. The Senior CSM will have the opportunity to work closely with Plivo’s global teams, starting work early (no later than 8:00 AM CT) to engage with our Bangalore-based Product Management and Engineering teams.
The Company
Plivo is a cloud communications platform that empowers businesses to connect, engage, and interact with their customers in a more efficient and meaningful way.
Plivo’s mission is to simplify business communications. Thousands of businesses around the globe—including Atlassian, GoDaddy, IBM, Meta, Wolters Kluwer, and Yahoo—rely on Plivo to power their voice and SMS communications on a global scale.
Founded in 2011, Plivo has over 300 employees remotely across the United States, India, and Europe. Plivo was a part of YCombinator and is backed by prominent investors, including Andreessen Horowitz and Battery Ventures. Plivo is a people-centric organization with a culture of ownership. We offer our employees industry- leading compensation and benefits, including excellent healthcare coverage.
Plivo has been profitable for the past 7+ years, an unusual milestone for a company of our scale. Plivo’s success has landed it among the leading global CPaaS (Communications Platform as a Service) companies and at the cutting edge of the CPaaS sector, which has a current market size of more than $12.5 billion.
ResponsibilitiesManage a portfolio of customers that represent a range of diverse backgrounds and maturity, from established global enterprises to SMBsBe the voice of the customer within Plivo, identifying and communicating the key factors required for successServe as the single point of contact for all post-sale activities, which involves coordination between support, product management, and sales teamsRetain and grow revenueCultivate, nurture, and grow business relationships with multiple contacts at each customerPrepare and deliver quarterly business reviewsRegularly review product usage data to identify and address potential issues proactivelyDrive customer loyalty by creating a referenceable pool of customersMaintain expertise on industry trends, best practices, and the competitive landscapeQualificationsRelevant Bachelor’s degree or equivalent professional experience7+ years of overall work experience3+ years of experience in a customer success or related role at a high-tech or SaaS companyExceptional communication and interpersonal skillsSelf-starter with impeccable time management skillsCapable of engaging effectively with a wide range of stakeholdersPeople person who understands technologyFlexibility to start work early (i.e. no later than 8:00 AM CT) to collaborate with colleagues in IndiaTeam player who can engage with other functions to deliver a better customer experienceExperience negotiating renewals and/or net-new contractsProven track record of taking ownership of tasks and driving to resolutionsAnalytical, with the ability to interpret customer data and trendsExcellent written and spoken communication skills, listening skills, and presentation skillsCapable of working independently to develop relationships with customers and internal stakeholdersPerks and BenefitsCompany-paid medical insuranceHealth, vision, and 401K benefitsOwnership-driven cultureGenerous vacation policyRemote work setup