Technical Customer Success Manager

Plivo is a leading technology company transforming customer engagement for some of the world's largest B2C brands, including Uber, WhatsApp, and Zomato. Our new product - the AI agents platform, automates the entire customer lifecycle—from acquiring, engaging, and supporting customers—through cutting-edge multimodal AI, including LLMs, text-to-speech, and speech detection.

With a 100+ member team based out of India & US. We are building high-impact global products that handle over 1 billion API requests per month. If you are excited about solving hard, real-world AI challenges at scale, this is where you belong.

As a Technical Customer Success Manager, you will be the operational and technical owner for a portfolio of strategic customer accounts. You will:

1) Drive adoption, retention, and satisfaction KPIs like a CSM.

2) Own technical KPIs - ensuring tickets, escalations, delivery performance, and service quality are handled effectively.

3) Partner with Account Managers (who own revenue) while you focus on operational excellence, issue resolution, and proactive problem-solving.

This is a high-visibility role where you will act as the voice of the customer, collaborating closely with internal engineering, product, and support teams to deliver an outstanding customer experience.

• • Manage 25–30 customer accounts, ensuring both adoption and technical success.
• Conduct regular account health analysis and proactively identify improvement areas
• Join customer calls alongside Account Managers to resolve operational or technical queries.
• Personally own and resolve issues, becoming the customer's trusted point of contact during your shift hours.
• Review and oversee tickets to ensure timely, correct resolution by the Support team for tickets raised outside of your shift hours.
• Debug and analyze issues (e.g., SMS delivery failures, API/XML troubleshooting) to recommend corrective actions.
• Work closely with Account Managers on business alignment, while you drive operational/technical ownership.
• Partner with Product and Engineering teams to escalate systemic issues and deliver solutions.
• Mentor and guide support engineers to strengthen product knowledge and customer handling.
• Create reports and presentations (Excel/Quicksight or similar tools) to share insights with customers and leadership.
• Track and present account performance against key technical and success metrics.
• Act as the voice of the customer within Plivo, ensuring their operational challenges and technical needs are addressed.
• Build deep customer trust by balancing advocacy with proactive issue resolution.

• • 4-8 years in Customer Success, Technical Account Management, or Support Engineering (preferably in SaaS / API-led environments).
• Strong understanding of APIs, XML, and debugging techniques.
• Familiarity with CPaaS or SaaS products is a plus.
• Excellent communication and stakeholder management across business and technical levels.
• Analytical mindset to identify root causes and recommend solutions.
• Comfortable with Excel, reporting tools and ticketing systems.
• Proactive, ownership-driven, and able to thrive in a fast-paced SaaS environment.
• Ability to work cross-functionally with Account Managers, Product, Engineering, and Support teams.

• • Be part of a new, high-impact charter that redefines customer-facing roles.
• Own both customer success and technical KPIs, making this a unique, career-defining role.
• Work with global customers across industries and regions.
• Join a lean, agile team where your impact is direct and visible.
• A culture that values ownership, innovation, and continuous growth.