Head of Customer Experience(Customer Success) - India

About Exotel ================

Exotel is one of Asia’s leading customer communication platforms, helping businesses build better customer experiences through cloud-based communication solutions.

We bring together CPaaS, CCaaS, and Voice AI to help businesses manage customer conversations across voice and digital channels. Our platform powers billions of customer interactions globally, enabling enterprises to connect with their customers at scale, automate conversations, and deliver seamless experiences.
With a strong presence across India, APAC, the Middle East, and Africa, Exotel works with thousands of businesses across industries. We are building the next generation of AI-powered customer communication, where intelligent voice and digital experiences become an integral part of how businesses engage with their customers.

At Exotel, you’ll work in a fast-paced, high-ownership environment alongside teams across Product, Engineering, Sales, Marketing, and Customer Success, solving complex problems at scale and shaping the future of customer communication.

Job Location: Gurugram/ Bengaluru =====================================

About the Role ==================

You own retention and expansion of Exotel's domestic enterprise business — a large, revenue-critical share of our named accounts, already paying us in at least one SKU across CPaaS, CCaaS, and Voice AI / voice-bot streaming.

The first job is to defend that base. These accounts are already running revenue-critical infrastructure on Exotel, and protecting and expanding that, before anything else, is what this role is accountable for.

The second job is the whitespace inside this base. The average paying account today uses only a fraction of our full portfolio, which spans CPaaS, CCaaS, and Voice AI. Most of these customers are proof the product works — they just haven't been sold the rest of what we do. This role owns both: hold the base we've already won, and grow their footprint from there.

This is not a support role and not a coordination role. You are the single named owner of Net Revenue Retention for enterprise India, and the frontline escalation point when anything in the customer's experience (delivery, support, billing, product, or platform) breaks. When a strategic account has a problem that spans multiple internal teams, you run it end-to-end until it's resolved, not until it's routed.

What You Own ================

1. Retention . Expansion — the revenue mandate

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• Own NRR and GRR for the full domestic enterprise book, reported and defended monthly against target.

• Build the account-level whitespace model that turns average SKU attach — currently .1.5 products per paying account — into a prioritised, quota-bearing cross-sell funnel across CPaaS (voice, SMS/WhatsApp/RCS), CCaaS (ECC/Harmony), and Voice AI/voice-bot products, focused on the accounts we've already converted.

• Own account tiering and segmentation (strategic / growth / maintain) so QBR depth, executive coverage, and expansion effort are allocated by risk and headroom, not by who escalates loudest.

• Partner with Sales leadership on renewal forecasting and the handoff line between net-new logo acquisition and install-base expansion, so no account falls into the gap between the two.

2. Customer Governance . Executive Engagement

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• Own the QBR program end-to-end: cadence, content standard, and executive attendance,

• Build and maintain an account health-score model (usage depth, support load, sentiment, commercial trajectory) that flags churn or expansion risk before it shows up in a renewal conversation.

• Act as the named executive sponsor for the top tier of strategic accounts.

3. Escalation Ownership . Cross-Functional Orchestration

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• Be the single accountable owner of enterprise customer escalations — running point across Delivery, Support, Finance, Tech, and Product until resolution, with authority to pull the right people into a room.

• Define and enforce a severity framework and SLA for escalations, so "pillar to post" becomes a repeatable operating process with clear ownership at each stage, not a hero act each time.

• Build the structured feedback loop from escalations and expansion conversations into the product roadmap — this team sees where the product is costing revenue before anyone else in the company does.

4. Team Leadership

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• Hire, structure, and lead the enterprise Customer Experience team (Account/Relationship Managers and CSMs) — define role charters, account/territory assignment, and career paths.

• Run the team's operating cadence: weekly pipeline and risk reviews, monthly business reviews, and a quarterly NRR readout to company leadership.

How the role will be measured =================================
Metric What it measures Owned / Influenced

Net Revenue Retention (NRR) Expansion . retention across the book, net of churn/downgrade Owned

Gross Revenue Retention (GRR) Pure retention floor — logo and revenue churn Owned

Cross-sell/expansion revenue New product attach (CPaaS CCaaS Voice AI) across the active paying base tracked against the SKUs-per-account baseline Owned

QBR coverage % Share of tiered accounts receiving the QBR cadence and depth defined for their tier Owned

Account health score trend Leading indicator of churn/expansion risk — usage, support load, sentiment, commercial trajectory Owned

Executive relationship coverage Named exec sponsor mapped to every strategic-tier account Owned

Team ramp time . attrition Time-to-productivity for new CSMs/AMs; regretted attrition Owned

What You Bring
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• 15–20 years overall, with 6–8. years leading enterprise Customer Success or Account Management teams in B2B SaaS, CPaaS, CCaaS, or adjacent cloud/API infrastructure businesses.

• A track record of owning a book of comparable scale

• Direct experience running complex, multi-stakeholder escalations in a technical or platform business — telephony, contact centre, messaging, or API infrastructure strongly preferred.

• Executive presence — comfortable running QBRs and holding renewal/expansion conversations with CXOs at India's largest enterprises.

• Data fluency — builds and defends a whitespace or health-score model with numbers, not anecdotes.

• Proven people leadership — has hired, structured, and scaled a CS/AM organisation, with a clear philosophy on account assignment and career progression.

Nice to Have

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• Prior exposure to conversational/voice AI, CPaaS, or CCaaS platforms specifically.

• Depth in one or more of Exotel's core enterprise verticals — BFSI, healthcare, logistics, or e-commerce.

First 90 / 180 Days
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• Day 30: Account tiering complete across all named accounts; health-score and SKU-attach baseline published for the active paying accounts.

• Day 90: Whitespace/expansion model live per tier; escalation severity framework and SLAs operational.

• Day 180: Demonstrable, defensible movement in the NRR trend line and in QBR coverage against the tiered target.

Role Logistics
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• Reporting line: Chief Business Officer.

• Location: Bangalore / Gurgaon