Customer Success Manager

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**
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### **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 clear 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 Support/Product teams and follow through to resolution.
• Maintain accurate, up\-to\-date records in the CRM/CS platform (account notes, health scores, MOMs, opportunities).
• Share customer insights and trends with the Head of Customer Success to inform team\-wide strategy.
• Participate in team reviews, pipeline discussions, and coaching sessions.

• *Required Skills \& Experience**
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• **2–5 years** of experience in Customer Success, Account Management, or a client\-facing role, ideally in SaaS/B2B tech.
• Demonstrated ability to manage a **high\-volume portfolio** (60\+ accounts) without losing personal touch.
• Strong **relationship\-building** skills — comfortable engaging with stakeholders from SMB founders to Enterprise decision\-makers.
• Experience or aptitude in **cross\-sell/upselling** — able to spot opportunities and have value\-based conversations. Number driven mindset and targets (OKRs) are non\-negotiable.
• Excellent **organizational skills** — able to track and follow through on MOM action items across a large account base consistently.
• Strong communication skills, both written and verbal; comfortable running calls, QBRs, and email follow\-ups.
• Familiarity with CRM/CS tools (HubSpot, Salesforce, Gainsight, Freshsuccess, or similar).
• Data\-driven mindset — comfortable using account health metrics and usage data to prioritize outreach.
• Experience in telephony/VoIP or SaaS products is a plus.

• *What Success Looks Like (First 3 Months)**
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• Fully ramped on assigned portfolio with strong relationships established across key accounts.
• Consistent MOM documentation and action\-item follow\-through for every customer interaction.
• Healthy retention rate within your book of accounts, with early identification and resolution of at\-risk customers.
• Active, tracked pipeline of cross\-sell/upsell opportunities with measurable conversions.
• Recognized by customers and internal stakeholders as a trusted, reliable point of contact.

• *Why Join CallHippo**
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• Own a meaningful, high\-trust relationship with a diverse set of customers from SMB to Enterprise.
• Clear growth path into senior CSM or Customer Success leadership roles.
• Collaborative, fast\-paced environment with direct visibility into company revenue impact.