Technical Account Manager

Mailercloud | Account Manager (Customer Success – SaaS)

• Government Cyber Park, Calicut, Kerala
• Full-Time | On-site
• CTC: Up to ₹4,00,000 per annum
• Experience: Minimum 1 year

About Mailercloud

Mailercloud is a fast-growing SaaS email marketing automation platform helping global businesses design, send, and optimize high-volume campaigns. Our platform enables enterprises to improve ROI through automation, segmentation, and strong email deliverability infrastructure.

About The Role

We are looking for an Account Manager (Customer Success focus) to manage and grow enterprise client relationships.

This is a client-facing, technical-leaning account management role, where you will own onboarding, adoption, retention, and expansion for assigned accounts. You will work closely with marketing teams, product stakeholders, and technical teams to ensure clients achieve measurable success on the platform.

You should be comfortable discussing both business outcomes (ROI, growth, retention) and technical email workflows (campaign setup, segmentation, deliverability basics).

Reporting to: Head of Customer Success

Key Responsibilities

• Client Onboarding & Success
• Manage onboarding of new clients from setup to first successful campaign execution
• Support configuration of campaigns, workflows, and basic integrations
• Conduct product walkthroughs and training sessions
• Ensure smooth go-live experience and early product adoption
• Account Management & Retention
• Own a portfolio of accounts and monitor engagement, usage, and health metrics
• Act as the first point of contact for client queries and escalations
• Identify churn risks early and take corrective action
• Maintain strong documentation in CRM systems
• Growth & Expansion
• Identify upsell opportunities based on usage patterns and client needs
• Support renewal discussions with a value-driven approach
• Conduct periodic review calls focused on ROI and platform impact
• Cross-functional Coordination
• Work with technical and deliverability teams for issue resolution
• Share client feedback to improve product and workflows

Must-Have

• Minimum 1 years of experience in Account Management, Customer Success, or SaaS support
• Strong communication skills in English (Proficiency in Hindi is also preferred)
• Ability to manage client relationships independently
• Basic familiarity with CRM tools (HubSpot, Salesforce, or similar)
• Analytical mindset with attention to detail

• Exposure to email marketing / SaaS platforms (ESP, CRM, or automation tools)
• Basic understanding of email concepts like campaigns, segmentation, or reporting
• Interest in learning deliverability fundamentals (SPF, DKIM, bounce handling)
• Experience handling B2B clients or enterprise accounts

• Hands-on exposure to global enterprise SaaS clients
• Strong learning curve in email marketing and customer success
• Direct ownership of accounts with visible impact
• On-site collaborative environment in Calicut Cyber Park
• Growth-oriented role with clear performance-based progression

This role requires curiosity about how email marketing systems work and willingness to learn technical concepts over time. Candidates who are proactive in understanding product behavior and client outcomes will succeed here.