Mailercloud | Account Manager (Customer Success – SaaS)
Government Cyber Park, Calicut, Kerala
Full-Time | On-site
CTC: Up to ₹4,00,000 per annum
Experience: Minimum 1 year

ABOUT MAILERCLOUD
Mailercloud is a fast-growing SaaS email marketing automation platform helping global businesses design, send, and optimize high-volume campaigns. Our platform enables enterprises to improve ROI through automation, segmentation, and strong email deliverability infrastructure.

ABOUT THE ROLE
We are looking for an Associate Account Manager (Customer Success focus) to manage and grow enterprise client relationships.
This is a client-facing, technical-leaning account management role, where you will own onboarding, adoption, retention, and expansion for assigned accounts. You will work closely with marketing teams, product stakeholders, and technical teams to ensure clients achieve measurable success on the platform.
You should be comfortable discussing both business outcomes (ROI, growth, retention) and technical email workflows (campaign setup, segmentation, deliverability basics).
Reporting to: Head of Customer Success

KEY RESPONSIBILITIES
1. Client Onboarding & Success
Manage onboarding of new clients from setup to first successful campaign execution
Support configuration of campaigns, workflows, and basic integrations
Conduct product walkthroughs and training sessions
Ensure smooth go-live experience and early product adoption
2. Account Management & Retention
Own a portfolio of accounts and monitor engagement, usage, and health metrics
Act as the first point of contact for client queries and escalations
Identify churn risks early and take corrective action
Maintain strong documentation in CRM systems
3. Growth & Expansion
Identify upsell opportunities based on usage patterns and client needs
Support renewal discussions with a value-driven approach
Conduct periodic review calls focused on ROI and platform impact
4. Cross-functional Coordination
Work with technical and deliverability teams for issue resolution
Share client feedback to improve product and workflows
REQUIRED SKILLS & EXPERIENCE
Must-Have
This role requires a minimum of 1 year of experience in Technical Customer Support, Customer Success Associate, Customer Success Executive, Account Management, or similar SaaS customer-facing roles. Candidates with relevant experience in managing client relationships, supporting SaaS products, or handling technical customer queries will be preferred.
Strong communication skills in English (Proficiency in Hindi is also preferred)
Ability to manage client relationships independently
Basic familiarity with CRM tools (HubSpot, Salesforce, or similar)
Analytical mindset with attention to detail
Good to Have
Exposure to email marketing / SaaS platforms (ESP, CRM, or automation tools)
Basic understanding of email concepts like campaigns, segmentation, or reporting
Interest in learning deliverability fundamentals (SPF, DKIM, bounce handling)
Experience handling B2B clients or enterprise accounts
WHY JOIN MAILERCLOUD
Hands-on exposure to global enterprise SaaS clients
Strong learning curve in email marketing and customer success
Direct ownership of accounts with visible impact
On-site collaborative environment in Calicut Cyber Park
Growth-oriented role with clear performance-based progression
NOTE TO APPLICANTS
This role requires curiosity about how email marketing systems work and willingness to learn technical concepts over time. Candidates who are proactive in understanding product behavior and client outcomes will succeed here.