Sr. Customer Success Manager

Location: Ahmedabad Department: Customer Success Reports To: Sr VP Revenue Team Size: 3-4 Customer Success Managers (CSMs), each managing 60-70 SMB, Mid-Market, and Enterprise accounts

About The Role

CallHippo is looking for a results-driven Head of Customer Success to lead and scale our CS function. This is a high-impact leadership role responsible for driving retention, expansion, and customer health across a diverse portfolio of SMB, Mid-Market, and Enterprise accounts. You will lead a team of CSMs, translate customer conversations (MOMs) into concrete growth actions, and own key OKRs around retention and net revenue expansion.

Key Responsibilities

Team & People Leadership

• Lead, coach, and mentor a team of 3 to 4 CSMs, each managing a book of ~60-70 accounts spanning SMB and Mid-Market/Enterprise segments.
• Set individual and team goals aligned to company OKRs; run regular 1:1s, pipeline reviews, and performance check-ins.
• Build a high-performance CS culture focused on proactive account management rather than reactive support.
• Recruit, onboard,



and upskill CSMs as the team scales.

Retention & Revenue Growth (OKRs)

• Own and drive the Retention Rate OKR — reduce churn and improve gross/net revenue retention across all segments.
• Own the New Teams/Logos Added via Cross-sell OKR — identify and execute cross-sell and upsell opportunities within the existing customer base.
• Build and monitor a rolling revenue expansion pipeline (upsell/cross-sell) with transparent forecasting and accountability per CSM.
• Define and track account health scores, usage metrics, and early warning indicators for churn risk.

Account Management & Customer Engagement

• Review Minutes of Meetings (MOMs) from CSM customer calls and convert insights/action items into structured account growth plans.
• Ensure every customer touchpoint has a clear next action, owner, and timeline — no MOM insight goes untracked.
• Personally engage with key Mid-Market/Ent

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