Customer Success Manager

About Ecosmob:

Ecosmob Technologies Pvt. Ltd. is the fastest growing IT company specializing in VoIP (Voice over IP and Video over IP). Ecosmob's other range of services include Smart Phone Applications, Search Engine Optimization, Website Development & Design and Web Marketing.

This role requires strong commercial skills and product and business understanding of softphone and Unified Communications as a Service (UCaaS) offerings.

Key responsibilities

• Drive upselling and account growth: Identify and pursue opportunities for additional users, expanded deployments, plan upgrades, and relevant products or services within existing accounts.
• Build account growth plans: Understand each client’s business goals, current usage, and future needs to develop clear expansion opportunities and revenue forecasts.
• Own expansion conversations: Explain the business value of recommendations, handle objections, and coordinate proposals and commercial closure with sales and relevant stakeholders.
• Own the relationship after delivery: Take a clear handover from the delivery team and become the primary point of contact for ongoing client engagement.
• Review open concerns daily: Track client-reported issues, pending requests, priorities, owners, and next steps.
• Follow up with development and delivery teams: Obtain progress updates, track agreed timelines, and escalate delays or blockers.
• Keep clients informed: Communicate progress, expected resolutions, and changes to commitments clearly and promptly.
• Conduct monthly client calls: Review sentiment, satisfaction, product experience, unresolved concerns, and opportunities to support additional business needs.
• Manage actions after client calls: Document feedback and commitments, coordinate internal ownership, and follow up until closure.
• Represent client priorities: Explain the business impact of concerns to internal teams and distinguish product issues from enhancement requests.
• Confirm resolution and escalate risks: Verify closure with clients and flag recurring concerns, missed commitments, or dissatisfaction early.
• Maintain account records: Keep client communication, growth opportunities, revenue forecasts, meeting notes, and action items current.

Required skills and experience

• 5+ years of experience in customer success or account management, with responsibility for growing existing customer accounts.
• Proven upselling and account expansion skills, with a track record of identifying opportunities and converting them into additional revenue.
• Strong commercial and consultative selling skills, including discovery, value presentation, objection handling, negotiation, and opportunity management.
• Ability to build account growth plans, manage an expansion pipeline, and work toward agreed revenue targets.
• Product and business understanding of softphone, UCaaS, SaaS, or business communication solutions.
• Understanding of how clients use communication products for employee collaboration, remote working, customer support, and contact centre operations.
• Familiarity with calling, messaging, presence, voicemail, and conferencing features, and the ability to connect them to business outcomes.
• Understanding of white-label softphone offerings and how telecom providers, resellers, and channel partners serve their customers.
• Familiarity with subscription plans, user licensing, pricing structures, and how customer usage creates expansion opportunities.
• Ability to build relationships with decision-makers and understand their business priorities, budgets, and purchasing processes.
• Strong client communication, sentiment assessment, escalation handling, and consistent follow-through.
• Ability to assess the business impact of concerns and coordinate appropriate internal attention.
• Ability to set realistic expectations without making unconfirmed commitments.
• Experience using CRM and issue-tracking tools to manage accounts, opportunities, and outstanding actions.

Success measures

• Upsell and account expansion revenue against agreed targets.
• Growth in users, deployments, or product adoption within existing accounts.
• A qualified expansion pipeline with accurate opportunity records and forecasts.
• Daily review of open client concerns, with clear ownership and next steps.
• Timely, accurate client updates and consistent monthly review calls.
• Completion of agreed actions, with closure confirmed by clients.
• Early identification and escalation of relationship risks.

About Ecosmob:

• IT Service & Product based company
• Growing Team of 280+ Professionals
• Work-Life Balance with 5-Day Workweek
• Flexible Timings
• Providing Hybrid Work Mode Flexibility
• Comprehensive Medical & Accidental Insurance
• 32 Leaves annually