CallHippo is looking for a proactive, relationship and growth number driven Customer Success Manager to own and grow a portfolio of 60 to 70 accounts spanning SMB and Mid-Market/Enterprise customers. You'll be the primary point of contact for your customers - driving adoption, retention, and expansion, while working closely with the Head of Customer Success to convert every customer conversation into a concrete growth action.

Key Responsibilities

Account Management & Relationship Building

• Own end-to-end relationship management for 60 to 70 assigned accounts (SMB and Mid-Market/Enterprise mix).
• Build strong, trust-based relationships with key stakeholders and decision-makers within each account.
• Conduct regular check-ins, onboarding calls, and Quarterly Business Reviews (QBRs) to understand customer goals and usage.
• Document every customer call as a transparent MOM (Minutes of Meeting) with action items, owners, and timelines.
• Proactively follow up on MOM action items to ensure customer needs are addressed and value is delivered.

Retention





• Own the retention/renewal outcome for your book of accounts — track usage, engagement, and health scores to flag at-risk customers early.
• Build and execute save plans for at-risk accounts in collaboration with your Head of Customer Success.
• Drive product adoption and feature utilization to increase stickiness and reduce churn risk.

Cross-Sell & Upsell

• Identify cross-sell and upsell opportunities within your portfolio based on customer usage patterns and business needs.
• Position relevant CallHippo features/plans/add-ons that solve customer pain points and add value.
• Work with Sales/Account Executives to convert expansion opportunities into closed revenue.
• Track and report on pipeline of upsell/cross-sell opportunities within your accounts. Targets of cross sell/ upsell must be accomplished and number driven mindset is non negotiable.

Collaboration & Reporting

• Escalate product issues or feedback to Suppor

📌 Customer Success Manager (Ahmedabad)
🏢 Appitsimple Infotek
📍 Ahmedabad