Manager Key Accounts - AI SaaS

About the Role
MyOperator is hiring a Manager – Customer Success (Key Accounts) to lead a specialized pod of Key Account CSMs responsible for our most critical enterprise client portfolio.
In this role, you will be a working manager—responsible for hiring, coaching, and holding your team accountable for Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), while directly steering executive-level relationships and critical escalations across a concentrated set of 20–30 strategic enterprise accounts. You will design account-tiering frameworks, build predictable expansion pipelines, and partner with Engineering, Product, and Solutions Architecture to ensure zero preventable churn in key accounts.
About MyOperator
MyOperator is a Business AI Operator and category leader that unifies WhatsApp, Calls, and AI-powered chatbots & voice bots into one intelligent business communication platform. Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform. Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.
Key Responsibilities & Observable Work Outputs
Team Leadership & Performance Management
Lead, recruit, and manage a team of 3–6 Enterprise CSMs; conduct weekly 1:1s, pipeline reviews, and performance evaluations against team NRR/GRR targets.
Enterprise Account Portfolio Governance
Direct team oversight for a concentrated portfolio of 20–30 high-value enterprise accounts, ensure $100% completion of Executive QBRs for Tier-1 clients.
Revenue Retention & Expansion Execution
Own team-level Net Revenue Retention and Gross Revenue Retention; drive structured upselling/cross-selling motions across CPaaS, Voice/IVR, and Custom AI Bot solutions.
Executive Escalation & Save Motions
Step in as the primary executive contact for major account escalations, personally leading 30-day save plans and technical remediation alignment alongside Engineering and Product leadership.
Renewal Pipeline Management
Conduct bi-weekly renewal forecast reviews for all key account contracts expiring within 120 days; lead complex MSA negotiations, commercial addendum's, and multi-year contract renewals.
CS Operations & Play book Standardisation
Build and enforce enterprise CS play books—including executive onboarding flows, health-scoring parameters, adoption tracking, and risk-mitigation frameworks—standardised within the CRM.
Requirements
Must-Have Requirements
Total Experience: 8+ years total experience in B2B Customer Success, Account Management, or Enterprise Client Delivery within SaaS, CPaaS, or technical software industries.
People Management Experience: Minimum 3 years of direct people management experience formally leading a team of CS Managers or Key Account Managers (not just indirect project coordination).
Enterprise Portfolio Scale: Proven experience overseeing enterprise-grade key accounts with contract values - ARR each, focusing on a tight, concentrated account portfolio rather than high-volume SMB accounts.
Quota & Financial Accountability: Direct team or individual ownership of revenue retention and expansion targets (NRR/GRR metrics) in previous roles.
Technical Product Familiarity: Experience managing technical enterprise solutions involving APIs, webhooks, workflow engines, cloud telephony, or conversational AI platforms.
CS & CRM Software Depth: Daily operational proficiency inside enterprise CRM tools (Salesforce, Zoho CRM, or HubSpot) and Customer Success management tools (Gainsight, Totango, or ChurnZero).
Location & Work Model: Based in Delhi NCR and able to work in a hybrid model from the Noida office.
Good-to-Have / Preferred Signals
Direct domain exposure in CPaaS, WhatsApp Business API, Cloud Telephony, or Conversational AI (LLM / Voicebot solutions).
Consistent track record of team achieving NRR target across enterprise key accounts.
Experience building or restructuring Enterprise Customer Success play books, health-score frameworks, or QBR templates.
Track record of building and scaling enterprise CS teams from 3 to 10+ team members in a high-growth B2B SaaS environment.

Work arrangement
No