Ubona Technologies
Website:
ubona.com
Job details:
About Ubona Technologies
Ubona Technologies is a leading Indian cloud based customer communication and interaction software
service provider building AI-powered customer experience solutions - intelligent voice and non-voice bots,
Cloud call center and contact center automation, and our flagship HALO platform. We help enterprises
transform their customer communication and contact centers from cost centers into automated, profit-
driving engines. Headquartered in Bangalore with operations across India, we are scaling fast and looking
for people who are as obsessed with customer outcomes as we are.
Role Overview
As a Senior Customer Success Manager, you will be a strategic partner to our key enterprise customers
in defined geography and defined as of customers in BFSI, NBFC and other high-value sectors. You will
own a portfolio of assigned accounts and drive deep adoption of Ubona’s cloud service and AI solutions
and ensuring customers realize measurable business value. You will safeguard high retention, resolve
escalations with composure, and convert satisfied customers into growth through upsell, cross-sell, and
expansion, delivering consistent revenue growth quarter-on-quarter. In short, you are the trusted advisor
who makes our customers successful, and our partnership indispensable and in every such engagement
improve revenues every quarter. This role will require relationship building ability with existing customers
at all level in the defined client segments.
Key Responsibilities
• Own and manage a portfolio of strategic enterprise accounts as their primary point of contact and
trusted advisor.
• Own up targets and quarterly revenue growth from allocated accounts. Cross sell and up selling
capabilities are must for this role.
• Build and maintain strong relationships with C-level executives, decision-makers, and key
stakeholders across each account.
• Conduct regular MBRs and Quarterly Business Reviews (QBRs), success-planning sessions, and
account health checks to align on goals and demonstrate value.
• Drive product adoption, feature utilization, and measurable business outcomes from Ubona’s cloud
telecom and AI solutions.
• Proactively identify churn risks, manage escalations, and coordinate with Product, Engineering,
Operations, Sales, and Support teams for swift resolution.
• Collaborate cross-functionally to ensure seamless onboarding, delivery, and an exceptional end-to-
end customer experience.
• Identify and execute upsell, cross-sell, and expansion opportunities to grow revenue from assigned
accounts.
• Track and report on key metrics - customer health scores, retention, Net Revenue Retention (NRR),
expansion revenue, churn risk, and CSAT/NPS.
• Act as the voice of the customer internally, channeling insights to influence the product roadmap and
continuous improvement.
• Mentor and support junior Customer Success team members, sharing best practices and helping
raise the bar across the team.
Requirements & Qualifications
• Bachelor’s degree in Business, Management, IT, Telecom, or a related field (MBA preferred).
• 5–10 years of proven experience in Customer Success, Account Management, or Post-Sales roles -
preferably in SaaS, Cloud Telecom, CPaaS, Contact Center, or B2B technology companies.
• Prior experience with any large cloud telephony platforms providing CPaaS or CCaaS services in
customer communication and customer engagement along with revenue growth proven track record
is highly desirable.
• A candidate with AI solutions sales and post sales experience in revenue generation process with
proven experience in one of the customer segment is a must have.
• Demonstrated track record of driving revenue growth, renewals, and expansion across a portfolio of
enterprise accounts (e.g., NRR % or revenue growth achieved in prior roles).
• Strong understanding of cloud telecom solutions, AI/IVR, contact center technologies, and the
customer pain points of Indian enterprises.
• Excellent verbal and written communication skills, with the ability to influence and present confidently
to senior executives.
• Proven problem-solving ability, high emotional intelligence, and the composure to manage high-
pressure escalations calmly.
• Data-driven mindset with hands-on experience in any of the analytics tools is desirable.
• Willingness to travel within India as required for customer meetings.
Preferred Skills & Attributes
• Experience in the Indian enterprise SaaS market.
• Fluency with metrics such as health scores, adoption rates, expansion revenue, and customer
lifetime value (CLV).
• High ownership, a proactive attitude, and strong project-management skills.
• Ability to thrive in a fast-paced, high-growth company environment.
Location: Mumbai, India (Office-based / Hybrid)
Department: Customer Success & Business Development
Reports To: Head of Customer Success & Business Development
Experience: 5–10 years • Employment Type: Full-time
Apply now with your resume and a short note on a customer outcome you are most proud of.
Click on Apply to know more.