{"id":3607459,"url":"https://alion.io/job/ecosmob-customer-success-manager","title":"Customer Success Manager","company":{"id":2076473,"name":"Ecosmob","domain":"ecosmob.com","url":"https://alion.io/company/ecosmob","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ahmedabad, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-02T11:27:23Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-08T11:46:06Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About Ecosmob:\nEcosmob 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.\nThis role requires strong commercial skills and product and business understanding of softphone and Unified Communications as a Service (UCaaS) offerings.\nKey responsibilities\nDrive upselling and account growth: Identify and pursue opportunities for additional users, expanded deployments, plan upgrades, and relevant products or services within existing accounts.\nBuild account growth plans: Understand each client’s business goals, current usage, and future needs to develop clear expansion opportunities and revenue forecasts.\nOwn expansion conversations: Explain the business value of recommendations, handle objections, and coordinate proposals and commercial closure with sales and relevant stakeholders.\nOwn the relationship after delivery: Take a clear handover from the delivery team and become the primary point of contact for ongoing client engagement.\nReview open concerns daily: Track client-reported issues, pending requests, priorities, owners, and next steps.\nFollow up with development and delivery teams: Obtain progress updates, track agreed timelines, and escalate delays or blockers.\nKeep clients informed: Communicate progress, expected resolutions, and changes to commitments clearly and promptly.\nConduct monthly client calls: Review sentiment, satisfaction, product experience, unresolved concerns, and opportunities to support additional business needs.\nManage actions after client calls: Document feedback and commitments, coordinate internal ownership, and follow up until closure.\nRepresent client priorities: Explain the business impact of concerns to internal teams and distinguish product issues from enhancement requests.\nConfirm resolution and escalate risks: Verify closure with clients and flag recurring concerns, missed commitments, or dissatisfaction early.\nMaintain account records: Keep client communication, growth opportunities, revenue forecasts, meeting notes, and action items current.\nRequired skills and experience\n5+ years of experience in customer success or account management, with responsibility for growing existing customer accounts.\nProven upselling and account expansion skills, with a track record of identifying opportunities and converting them into additional revenue.\nStrong commercial and consultative selling skills, including discovery, value presentation, objection handling, negotiation, and opportunity management.\nAbility to build account growth plans, manage an expansion pipeline, and work toward agreed revenue targets.\nProduct and business understanding of softphone, UCaaS, SaaS, or business communication solutions.\nUnderstanding of how clients use communication products for employee collaboration, remote working, customer support, and contact centre operations.\nFamiliarity with calling, messaging, presence, voicemail, and conferencing features, and the ability to connect them to business outcomes.\nUnderstanding of white-label softphone offerings and how telecom providers, resellers, and channel partners serve their customers.\nFamiliarity with subscription plans, user licensing, pricing structures, and how customer usage creates expansion opportunities.\nAbility to build relationships with decision-makers and understand their business priorities, budgets, and purchasing processes.\nStrong client communication, sentiment assessment, escalation handling, and consistent follow-through.\nAbility to assess the business impact of concerns and coordinate appropriate internal attention.\nAbility to set realistic expectations without making unconfirmed commitments.\nExperience using CRM and issue-tracking tools to manage accounts, opportunities, and outstanding actions.\nSuccess measures\nUpsell and account expansion revenue against agreed targets.\nGrowth in users, deployments, or product adoption within existing accounts.\nA qualified expansion pipeline with accurate opportunity records and forecasts.\nDaily review of open client concerns, with clear ownership and next steps.\nTimely, accurate client updates and consistent monthly review calls.\nCompletion of agreed actions, with closure confirmed by clients.\nEarly identification and escalation of relationship risks.\nAbout Ecosmob:\nIT Service & Product based company\nGrowing Team of 280+ Professionals\nWork-Life Balance with 5-Day Workweek\nFlexible Timings\nProviding Hybrid Work Mode Flexibility\nComprehensive Medical & Accidental Insurance\n32 Leaves annually","description_format":"text","description_chars":4676,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Accidental insurance","Dental insurance","Growth opportunities","Hybrid 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