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Job Description
Key Responsibilities
Account Management & Relationship Building
- Own end-to-end relationship management for 60 to 70 assigned accounts (SMB and Mid-Market/Enterprise mix).
- Build strong, trust-based relationships with key stakeholders and decision-makers within each account.
- Conduct regular check-ins, onboarding calls, and Quarterly Business Reviews (QBRs) to understand customer goals and usage.
- Document every customer call as a clear MOM (Minutes of Meeting) with action items, owners, and timelines.
- Proactively follow up on MOM action items to ensure customer needs are addressed and value is delivered.
- Own the retention/renewal outcome for your book of accounts — track usage, engagement, and health scores to flag at-risk customers early.
- Build and execute save plans for at-risk accounts in collaboration with your Head of Customer Success.
- Drive product adoption and feature utilization to increase stickiness and reduce churn risk.
- Identify cross-sell and upsell opportunities within your portfolio based on customer usage patterns and business needs.
- Position relevant CallHippo features/plans/add-ons that solve customer pain points and add value.
- Work with Sales/Account Executives to convert expansion opportunities into closed revenue.
- Track and report on pipeline of upsell/cross-sell opportunities within your accounts. Targets of cross sell/ upsell must be accomplished and number driven mindset is non negotiable.
- Escalate product issues or feedback to Support/Product teams and follow through to resolution.
- Maintain accurate, up-to-date records in the CRM/CS platform (account notes, health scores, MOMs, opportunities).
- Share customer insights and trends with the Head of Customer Success to inform team-wide strategy.
- Participate in team reviews, pipeline discussions, and coaching sessions.
- 2-5 years of experience in Customer Success, Account Management, or a client-facing role, ideally in SaaS/B2B tech.
- Demonstrated ability to manage a high-volume portfolio (60+ accounts) without losing personal touch.
- Strong relationship-building skills — comfortable engaging with stakeholders from SMB founders to Enterprise decision-makers.
- Experience or aptitude in cross-sell/upselling — able to spot opportunities and have value-based conversations. Number driven mindset and targets (OKRs) are non-negotiable.
- Excellent organizational skills — able to track and follow through on MOM action items across a large account base consistently.
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- Strong communication skills, both written and verbal; comfortable running calls, QBRs, and email follow-ups.
- Familiarity with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess, or similar).
- Data-driven mindset — comfortable using account health metrics and usage data to prioritize outreach.
- Experience in telephony/VoIP or SaaS products is a plus.
- Fully ramped on assigned portfolio with strong relationships established across key accounts.
- Consistent MOM documentation and action-item follow-through for every customer interaction.
- Healthy retention rate within your book of accounts, with early identification and resolution of at-risk customers.
- Active, tracked pipeline of cross-sell/upsell opportunities with measurable conversions.
- Recognized by customers and internal stakeholders as a trusted, reliable point of contact.
- Own a meaningful, high-trust relationship with a diverse set of customers from SMB to Enterprise.
- Clear growth path into senior CSM or Customer Success leadership roles.
- Collaborative, fast-paced environment with direct visibility into company revenue impact.
Skills
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About Company
Appitsimple Infotek Pvt Ltd. Headquartered in Ahmedabad, Appitsimple is better known for its innovative “Digital Products” - SoftwareSuggest and CallHippo. AppitSimple Infotek Pvt Ltd - A Pioneer product-based IT company that has been revolutionizing & simplifying the way organizations do business since the last many years. The Company is better known for its innovative platform & product - SoftwareSuggest and CallHippo respectively. SoftwareSuggest - An Online Platform to discover top Business Software & Service Partners gives access to Genuine Customer Reviews, In-depth Software Analysis, Free Consultation & Free Demo of all Software. It is the one-stop destination for all businesses looking for software and services relevant to their industry. SoftwareSuggest currently lists more than 800 Software Categories & 49+ Service categories for businesses to choose from. It also lets organizations compare the features of multiple software & service providers so that they can make the right purchase decision. CallHippo is an on-demand Voice-over-Internet Protocol (VoIP) Service Providers. CallHippo allows startups and businesses to buy instant local support numbers from over 50+ countries around the world. With our easy to use interface and robust backend architecture, any business can set up their call center within less than 3 minutes. CallHippo implements cloud computing into the world of telephony. Our platform allows deployment of a flexible telephony network, wherever an internet connection is available. We aim to replace the desk phones with soft phones, eliminating the complexity of setting up a support center.
Important dates & deadlines?
Application Deadline
23 Nov 26, 12:22 PM IST
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