Customer Success Specialist

Role OverviewWe are hiring an Account Manager (SMB) to manage and grow a portfolio of existing customers at MyOperator. This is a revenue-owning role, responsible for renewals, upsells, and cross-sells, while ensuring high customer satisfaction and low churn.You will act as a trusted advisor to SMB clients, helping them maximize value from MyOperator's communication platform (WhatsApp API, IVR, AI bots).

About MyOperator: MyOperator is a Business AI Operator redefining customer communication through a unified platform that integrates WhatsApp, calls, and AI-powered chat and voice bots for seamless communication automation. Supporting a messaging-first and always-on world, MyOperator offers solutions like verified WhatsApp Business API, call management, campaign management, and GenAI-powered chatbots and voicebots. Trusted by over 12,000 businesses, including Amazon, Apollo Hospitals, and Razorpay, MyOperator has been providing innovative solutions for over 14 years.

Renowned for its ease of use and customer experience excellence, the platform is highly rated across various review platforms.

Key ResponsibilitiesOwn a portfolio of 50-150 SMB accounts with complete revenue responsibilityDrive monthly/quarterly renewals and ensure high retention ratesIdentify expansion opportunities through upselling and cross-selling (WhatsApp, IVR, AI solutions)Achieve revenue targets from existing accounts ( 2L- 5L/month depending on portfolio)Proactively identify churn risks and implement retention strategiesMaintain strong relationships with business owners and decision-makersEnsure high CRM hygiene (Zoho/HubSpot/Salesforce) and accurate forecastingMonitor and improve customer health metrics (CSAT, usage, engagement)Coordinate with support/product teams for issue resolution and account growth

Target CustomersSMB clients across Real Estate, Education, Healthcare, E-commerce, and ServicesPrimarily India-based customers

Must-Have Requirements1-3 years of experience in Account Management / Customer Success / B2B SalesExperience in renewals, upselling, or revenue ownership (not just support)Exposure to SaaS / tech / subscription-based productsStrong communication skills (client-facing role)Experience using CRM tools (Zoho, HubSpot, Salesforce)Basic data handling skills (Excel, reporting, tracking metrics)

Good to HaveExperience in CPaaS / SaaS / Communication platformsPrior experience managing high-volume SMB accountsExposure to customer lifecycle management (onboarding renewal)

Strictly Not a FitCandidates from pure B2C / retail / showroom sales backgroundsProfiles limited to customer support with no revenue ownershipCandidates without exposure to CRM tools or account tracking