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Job Description
Location: Ahmedabad Department: Customer Success Reports To: Sr VP Revenue Team Size: 3-4 Customer Success Managers (CSMs), each managing 60-70 SMB, Mid-Market, and Enterprise accounts
About The Role
CallHippo is looking for a results-driven Head of Customer Success to lead and scale our CS function. This is a high-impact leadership role responsible for driving retention, expansion, and customer health across a diverse portfolio of SMB, Mid-Market, and Enterprise accounts. You will lead a team of CSMs, translate customer conversations (MOMs) into concrete growth actions, and own key OKRs around retention and net revenue expansion.
Key Responsibilities
Team & People Leadership
- Lead, coach, and mentor a team of 3 to 4 CSMs, each managing a book of 60-70 accounts spanning SMB and Mid-Market/Enterprise segments.
- Set individual and team goals aligned to company OKRs; run regular 1:1s, pipeline reviews, and performance check-ins.
- Build a high-performance CS culture focused on proactive account management rather than reactive support.
- Recruit, onboard, and upskill CSMs as the team scales.
- Own and drive the Retention Rate OKR — reduce churn and improve gross/net revenue retention across all segments.
- Own the New Teams/Logos Added via Cross-sell OKR — identify and execute cross-sell and upsell opportunities within the existing customer base.
- Build and monitor a rolling revenue expansion pipeline (upsell/cross-sell) with clear forecasting and accountability per CSM.
- Define and track account health scores, usage metrics, and early warning indicators for churn risk.
- Review Minutes of Meetings (MOMs) from CSM customer calls and convert insights/action items into structured account growth plans.
- Ensure every customer touchpoint has a clear next action, owner, and timeline — no MOM insight goes untracked.
- Personally engage with key Mid-Market/Enterprise accounts to build executive-level relationships and unblock escalations.
- Partner with Sales, Product, and Support to close the feedback loop between customer needs and product roadmap.
- Establish playbooks for onboarding, adoption, QBRs (Quarterly Business Reviews), renewal, and expansion conversations.
- Standardize MOM documentation and follow-up processes across the team for consistency and accountability.
- Report on retention, expansion, churn, and team performance metrics to leadership on a regular cadence.
- Continuously refine segmentation strategy (SMB vs. Mid-Market/Enterprise) to optimize CSM bandwidth and account coverage.
- 6-8+ years in Customer Success / Account Management, with 2+ years in a leadership role managing a CS team, ideally in SaaS.
- Proven track record of owning and delivering on retention rate and expansion/cross-sell revenue targets.
- Strong cross-sell and upselling skills, with experience building repeatable playbooks for revenue expansion.
- Exceptional account management skills — able to translate customer conversations and MOMs into concrete, trackable growth actions.
- Excellent relationship-building skills across SMB, Mid-Market, and Enterprise customer profiles.
- Experience managing a team handling a large, high-volume book of accounts (managing capacity/bandwidth planning for CSMs with 60-70 accounts each).
- Strong analytical skills — comfortable working with CS/CRM tools (e.g., HubSpot, Salesforce, Gainsight, Freshsuccess, or similar) and account health dashboards.
- Excellent communication, presentation, and stakeholder management skills.
- Experience in telephony/VoIP, SaaS, or B2B tech products is a strong plus.
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- Improved retention rate against baseline, with a clear churn-reduction plan in motion.
- A documented, adopted process for converting MOMs into tracked action items and account growth plans.
- Measurable increase in cross-sell/upsell revenue and new team/logo additions from the existing customer base.
- A coached, high-performing CSM team with clear ownership of their respective 60-70 account portfolios.
- Strong visibility and reporting cadence to leadership on CS health metrics.
- Own a high-visibility, high-impact function directly tied to company revenue growth.
- Work with a diverse portfolio spanning SMB to Enterprise customers globally.
- Fast-paced, growth-oriented environment with real ownership over strategy and execution.
Skills
AccountsSalesAccount ManagementProactive Account ManagementIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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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