Customer success executive

Role Overview

We are hiring an Account Manager (SMB) to manage and grow a portfolio of existing customers at My Operator. 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 My Operator's communication platform (Whats App API, IVR, AI bots).

About My Operator:

My Operator is a Business AI Operator redefining customer communication through a unified platform that integrates Whats App, calls, and AI-powered chat and voice bots for seamless communication automation. Supporting a messaging-first and always-on world, My Operator offers solutions like verified Whats App Business API, call management, campaign management, and Gen AI-powered chatbots and voicebots. Trusted by over 12,000 businesses, including Amazon, Apollo Hospitals, and Razorpay, My Operator 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 Responsibilities

Own a portfolio of 50–150 SMB accounts with complete revenue responsibility Drive monthly/quarterly renewals and ensure high retention rates Identify expansion opportunities through upselling and cross-selling (Whats App, IVR, AI solutions) Achieve revenue targets from existing accounts (₹2 L–₹5 L/month depending on portfolio) Proactively identify churn risks and implement retention strategies Maintain strong relationships with business owners and decision-makers Ensure high CRM hygiene (Zoho/Hub Spot/Salesforce) and accurate forecasting Monitor and improve customer health metrics (CSAT, usage, engagement) Coordinate with support/product teams for issue resolution and account growth

Target Customers

SMB clients across Real Estate, Education, Healthcare, E-commerce, and Services Primarily India-based customers

Must-Have Requirements

1–3 years of experience in Account Management / Customer Success / B2 B Sales Experience in renewals, upselling, or revenue ownership (not just support) Exposure to Saa S / tech / subscription-based products Strong communication skills (client-facing role) Experience using CRM tools (Zoho, Hub Spot, Salesforce) Basic data handling skills (Excel, reporting, tracking metrics)

Good to Have

Experience in CPaa S / Saa S / Communication platforms Prior experience managing high-volume SMB accounts Exposure to customer lifecycle management (onboarding → renewal)

Strictly Not a Fit

Candidates from pure B2 C / retail / showroom sales backgrounds Profiles limited to customer support with no revenue ownership Candidates without exposure to CRM tools or account tracking