Customer Success Manager – CPaaS & AI Voice

Company: DialNexaDepartment: Customer SuccessExperience: 5+ YearsIndustry: CPaaS / SaaS / Cloud Communications / AI VoiceLocation: Bengaluru - WFO being flexibleEmployment Type: Full-Time | Laptop Device - BYOD (Mandate)Reporting To: Director – Customer Success

About DialNexa:

DialNexa is a next-generation CPaaS and AI Voice platform helping businesses automate customer conversations, sales, support, collections, follow-ups and other high-volume voice communication use cases. We combine AI-powered voice technology, telephony, automation, workflows, analytics and integrations to help businesses scale customer conversations efficiently.

About the Role:

We are looking for a Customer Success Manager (CSM) with 5+ years of experience in Customer Success, Account Management or Client Success, preferably within the CPaaS, SaaS, CCaaS, Cloud Communications, Conversational AI or Voice AI ecosystem. This role requires a strong combination of customer management, technical understanding, analytical ability and commercial acumen. The ideal candidate should be comfortable speaking with a CXO or Business Head while also being able to understand APIs, integrations, telephony, AI voice agents, call flows, campaigns and platform performance metrics. You will be responsible for ensuring customers successfully onboard, adopt, consume and derive measurable business value from DialNexa.

Key Responsibilities1. Customer Account Management

- Own a portfolio of B2B/enterprise customers.
- Build strong relationships with key business, operations, technology and decision-making stakeholders.
- Act as the primary point of contact throughout the customer lifecycle.
- Understand customer objectives, use cases and business challenges.
- Develop account-specific Customer Success Plans.
- Conduct regular account reviews and QBRs.
- Ensure high customer engagement, satisfaction and retention.

2. Customer Onboarding & Go-Live

Own the customer journey from:

Contract → Discovery → Technical Onboarding → Configuration → Testing → Go-Live → Adoption → Optimisation → Renewal

Responsibilities include:

- Understand customer use cases and requirements.
- Coordinate with internal teams for implementation.
- Ensure timely completion of onboarding milestones.
- Track dependencies, risks and blockers.
- Ensure customers achieve a fast Time-to-Value (TTV).
- Monitor the first 30–90 days closely after go-live.

3. Technical Customer Success

The candidate should have a sound working knowledge of technology platforms and integrations.

You should be comfortable understanding:

- REST APIs
- API authentication
- JSON
- Webhooks
- API requests/responses
- CRM integrations
- ERP/ticketing integrations
- Cloud-based SaaS architecture
- Telephony and VoIP fundamentals
- DID/number provisioning
- IVR and call routing
- Call flows
- Voice AI agents
- LLM fundamentals
- Prompt engineering basics
- Speech-to-Text (STT)
- Text-to-Speech (TTS)
- Call recordings and transcripts
- Campaigns and workflows
- Call analytics
- Basic troubleshooting of integration issues

The candidate does not need to be a developer, but should be technically strong enough to understand customer problems, perform initial diagnosis and effectively collaborate with Product and Engineering teams.

4. AI Voice Agent Optimisation

- Monitor AI voice agent performance.
- Analyse call recordings and transcripts.
- Identify gaps in conversation flows and agent responses.
- Work with customers to improve prompts and conversation journeys.




- Identify opportunities to improve:
- Connection Rate
- Answer Rate
- Call Completion Rate
- Conversion Rate
- Transfer Rate
- AI Resolution Rate
- Call Duration
- Response Latency
- Failure/Drop Rate
- Cost per Conversation
- Work with Product/AI teams to resolve recurring performance issues.

5. Consumption & Adoption

- Monitor customer usage, minutes, credits, campaigns and platform adoption.
- Identify customers with declining or stagnant consumption.
- Drive increased adoption of relevant features and use cases.
- Develop account-specific consumption improvement plans.
- Identify opportunities for additional use cases and expansion.
- Partner with Sales on upselling and cross-selling opportunities.

6. Retention & Churn Management

- Maintain accurate customer health scores.
- Proactively identify churn indicators.
- Monitor:
- Consumption decline
- Low product adoption
- Technical issues
- Poor AI/call performance
- Customer dissatisfaction
- Lack of stakeholder engagement
- Competitive threats
- Commercial/payment issues
- Create and execute recovery plans for at-risk accounts.
- Own escalations through resolution and customer acceptance.
- Ensure renewal readiness well ahead of contract expiry.

7. Product & Engineering Collaboration: Act as the Voice of the Customer within DialNexa.

- Capture and document customer requirements.
- Translate business requirements into clear product/technical requirements.
- Work with Product and Engineering on:
- Bugs
- API issues
- Integration challenges
- Feature requests
- Platform performance
- Voice quality
- AI agent behaviour
- Latency
- Workflow issues
- Ensure clear ownership and follow-through on escalations.
- Communicate technical issues and resolutions effectively to customers.

8. Customer Reviews & Reporting

Conduct structured monthly/quarterly reviews covering:

Business Outcomes → Consumption → Adoption → AI Performance → Customer Experience → Issues → ROI → Opportunities → Next Steps

Prepare customer-facing reports and presentations using relevant platform data and business metrics.

Key Performance Indicators

Area

Key Metrics

Customer Retention

Renewal Rate / Gross Retention

Customer Satisfaction

NPS / CSAT

Platform Adoption

Feature & Use-Case Adoption

Consumption

Minutes / Credits / Transactions

Account Growth

Upsell & Cross-sell

Onboarding

Time-to-Go-Live / Time-to-Value

Customer Health

Healthy vs. At-Risk Accounts

Churn

Churn Rate / Churn Prevention

Engagement

WBR/MBR/QBR / Account Review Coverage

Issue Management

Escalation Resolution & Closure

AI Performance

Conversion / Resolution / Completion Rates

Required ExperienceMust Have

- Minimum 5 years of experience in Customer Success, Account Management, Client Success or Technical Account Management.
- Experience in B2B SaaS, CPaaS, CCaaS, Cloud Communications, Voice AI or Conversational AI.
- Experience managing multiple enterprise/B2B customer accounts.
- Strong understanding of customer onboarding, adoption, retention and renewals.
- Experience working with technology/product teams.
- Good understanding of APIs and SaaS integrations.
- Strong analytical and problem-solving skills.




- Excellent verbal and written communication.
- Strong stakeholder management and presentation skills.
- Ability to manage escalations and work in a fast-paced environment.

Preferred Experience

Candidates with experience in any of the following will be strongly preferred:

- CPaaS platforms
- Voice AI
- Conversational AI
- Contact Centre / CCaaS
- Cloud Telephony
- SaaS platforms
- CRM integrations
- API-based platforms
- IVR / Voicebot platforms
- LLM-based applications
- AI-powered customer engagement

Technical Skills

The candidate should have a practical understanding of:

APIs | Webhooks | REST | JSON | CRM Integrations | Telephony | VoIP | IVR | DID | Voice AI | LLMs | STT | TTS | Prompt Engineering | Call Analytics | SaaS Platforms

The CSM should be able to perform first-level technical diagnosis and determine whether an issue is likely related to:

Customer Configuration → API → Integration → Telephony → AI Agent → Workflow → Platform before escalating it to the appropriate internal team.

Behavioural Competencies

We are looking for someone who is:

- Customer obsessed
- Technically curious
- Data driven
- Commercially aware
- Proactive and ownership oriented
- Excellent at stakeholder management
- Strong in communication and presentation
- Structured and organised
- Strong at problem solving
- Comfortable managing escalations
- Comfortable working with ambiguity
- Collaborative with Product, Engineering and Sales
- Fast learner with a strong technology mindset

What Success Looks Like

Within the first 90 days, the CSM should be able to:

- Independently manage assigned customer accounts.
- Understand customer use cases and business objectives.
- Drive structured onboarding and successful go-live.
- Understand DialNexa's platform, AI voice capabilities and integrations.
- Monitor consumption and adoption.
- Identify customer health risks.
- Handle first-level technical discussions.
- Conduct effective customer reviews.
- Build robust relationships with customer stakeholders.
- Identify opportunities for deeper adoption and expansion.

Within 1 month, the CSM should demonstrate measurable impact on:

Customer Retention + Platform Adoption + Consumption Growth + NPS/CSAT + Expansion + Customer Business Outcomes

Ideal Candidate Profile

5+ Years Experience | CPaaS/SaaS | Customer Success | Technical Acumen | AI/Voice Understanding | Account Management | Data Driven | Commercial Mindset

We are looking for a CSM who can understand the customer's business, speak confidently with technology teams, navigate AI Voice/CPaaS challenges and ultimately turn customer adoption into measurable business outcomes.

Why Join DialNexa?Don’t Just Build a Career. Build What’s Next.

At DialNexa, we’re shaping the future of customer conversations through AI, intelligent voice technology, SaaS and next-generation CPaaS. If you’re excited by technology, innovation and solving real-world business challenges, this is where your ideas can create meaningful impact. We believe in ownership over hierarchy, innovation over convention, and growth through opportunity. You’ll work alongside ambitious people, tackle meaningful challenges, and have the freedom to experiment, learn and make a visible difference.

Join DialNexa to innovate boldly, grow relentlessly, and help build the future of intelligent conversations.

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Benefits:

- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Success Manager (Bengaluru)
🏢 DialNexa
📍 Bengaluru