Customer Success Manager

Hey there!

We are looking for a sharp, hands-on digital marketer to join our Marketing team at Procedure. We're an engineering services company built with AI at our core since day one, not bolted on later. Before we dive into the job description, allow us to introduce ourselves.

Our team is a mixed bag. Of the smart and the hard workers. Of the organised and slightly chaotic. Of the early risers and the burners of the midnight oil. We appreciate diversity and truly like having differing perspectives in the room.

We pride ourselves on being early adopters of the latest tools, libraries and frameworks while delivering business value all the time. People who work with us fall in love with their craft. We have changed the definition of "work" for them.

Here are some of our beliefs about work

1. Work is only 1 part of your life and not your entire life. We treat it as such.
2. Weekends are sacred and not to be messed around with. You won't be asked to work on one.
3. Commuting is a waste of time. Working from home saves you additional time. Go crazy with it.
4. Asynchronous by-default. Synchronous communication is expensive, so we default to writing docs and literature to enable async communication.

Apart from work, we continually invest in growing you as a professional and a human.

1. Book club — broaden your horizons by picking up a book every month and have fun doing so
2. P1, The Half Yearly Tech Conference — here's where we explore futuristic themes to keep you informed about what's happening in the tech space outside our office.
3. Mumbai Meets AI (MMAI) — our quarterly community meetup where engineers and AI practitioners come together. You'll help shape how we take this to market.

Growth requires mentorship

We believe choosing a mentor is more important than choosing a company. You'll work directly with our marketing lead, who'll mentor you on building a marketing engine from first principles — not from a playbook someone else wrote.

What's it like here

We love debating over tools and strategies. Ahrefs or Semrush? Long-form or programmatic? DR or traffic first? If you have opinions about why most B2B content is forgettable and how to fix it, you'll fit right in. Continuous improvement is at the heart of everything we do at work and outside.

This sounds good. But what exactly will you work on?

This isn't a "post on social media and send the weekly report" role. You'll own the systems that drive organic visibility and inbound leads for a B2B engineering consultancy targeting decision-makers in the US and India. Here's what that looks like:

Content SEO and AEO (Answer Engine Optimization)

You'll own the organic pipeline end-to-end. That means keyword research, SERP gap analysis, on-page optimization, and making sure our content gets cited by LLMs like ChatGPT, Perplexity, and Claude, not just ranked on Google. We care deeply about being the answer, not just being on page one.

You'll work with our content and engineering teams to ensure every blog, service page, and technology page is structured for both human readers and AI retrieval. Think: FAQ schema, AEO short-answer blocks, clean heading hierarchy, internal link architecture.

Backlink Outreach and DR Growth

You'll run outreach campaigns to grow our Domain Rating. That means identifying high-DR targets, managing outreach sequences, building relationships with editors and publishers, and finding creative ways to earn editorial backlinks that actually move the needle.

You should be comfortable reading a referring domains report in Ahrefs and knowing exactly what to do next.

GA4, GTM, and Dashboards

You'll own our measurement stack. GA4 property setup, GTM container management, custom event tracking, conversion goals, and reporting. We use Looker Studio for dashboards. You'll build and maintain dashboards that the team actually uses to make decisions: traffic by channel, AI referral tracking, content performance, lead attribution.

If you've set up custom channel groups in GA4 (like tracking AI assistant referral traffic separately), we'll get along well.

What you won't be doing

• You won't be writing blog posts. We have a content writer and a structured editorial pipeline for that.
• You won't be designing carousels or editing videos. We have a designer for that.
• You won't be posting on LinkedIn and X. We have someone handling social execution.
• Your job is the engine underneath all of it: the data, the visibility, the systems, and the growth.

Here's what we expect from you

1. 3-4 years of hands-on digital marketing experience, preferably in a B2B or tech services context. You've done this before, not just read about it.
2. SEO is second nature to you. You understand keyword difficulty, search intent, content gaps, internal linking strategy, and technical SEO basics (crawlability, canonical tags, structured data). You've moved the needle on organic traffic for a real website.
3. You've done AEO and GEO, not just read about them. Answer Engine Optimization and Generative Engine Optimization are not buzzwords to you. You've structured content that got cited by LLMs, tracked that traffic, and tied it back to pipeline. You've had targets around AI-driven MQLs and you've hit them. We want someone who's proven this works, not someone who's still tinkering.
4. You've set up GA4 properties from scratch, configured GTM containers, created custom events, and built dashboards in Looker Studio (or similar). You can trace a lead from first touch to form submission.
5. You've done backlink outreach. You know the difference between a directory listing and an editorial backlink. You've used Ahrefs (or Semrush/Moz) to analyze competitor backlink profiles and find opportunities.
6. You can build dashboards people actually look at. Looker Studio, Google Sheets with data connectors, or similar. You know that a dashboard nobody checks is worse than no dashboard at all.
7. You've worked on websites and landing pages. You've been involved in building, optimizing, or managing website pages and landing pages that convert. You understand what makes a high-intent page work: structure, copy, CTAs, page speed, and how it all ties back to the funnel.
8. You use AI tools like Claude and ChatGPT as thinking partners. For research, for ideation, for breaking down complex problems. Not for copy-pasting AI-generated fluff. You know the difference, and it shows in your work.
9. You write clearly. Not blog posts, but briefs, reports, Slack messages, outreach emails. Clear thinking shows up in clear writing.

Tools you'll work with

1. SEO/AEO: Ahrefs, Google Search Console, Screaming Frog
2. Analytics: GA4, GTM, Looker Studio
3. AI: Claude Pro, ChatGPT Plus (premium licenses provided)
4. Ops: Notion, Slack
5. Outreach: Email (your preferred tool), LinkedIn

The fine print

1. Experience: 3-4 years
2. Location: Remote
3. Reports to: Marketing Head
4. Team: You'll collaborate daily with our content writer, social media manager, designer, and engineering team.

If you've read this far and thought "this is exactly the kind of marketing I want to do," we should talk. Apply now.

 • Gather and evaluate user requirements in collaboration with product managers and engineers • Illustrate design ideas using storyboards, process flows and sitemaps • Design graphic user interface elements, like menus, tabs and widgets • Build page navigation buttons and search fields • Develop UI mock-ups and prototypes that clearly illustrate how sites function and look like • Create original graphic designs (e.g. images, sketches and tables) • Prepare and present rough drafts to internal teams and key stakeholders • Identify and troubleshoot UX problems (e.g. responsiveness) • Conduct layout adjustments based on user feedback • Adhere to style standards on fonts, colors, and images Requirements: • Proven work experience as a UI/UX Designer or similar role • Portfolio of design projects • Knowledge of wireframe tools (e.g., Figma, Wireframe.cc, or InVision) • Up-to-date knowledge of design software like Adobe Illustrator and Photoshop • Team spirit; strong communication skills to collaborate with various stakeholders • Good time-management skills What We Offer: • An opportunity to work in a rapidly growing company with potential for personal and professional growth. • A collaborative and inclusive culture that values each employee’s contribution towards our goals. • Competitive compensation package including attractive bonus structures and benefits 

Excellent skills in writing about complex technical and business subjects to a variety of audiences.

ü  Be able to think like a user and create intuitive documentation as and when needed to create succinct documentation

ü  Be able to understand product thoroughly and interact with developers

ü  Ability to interact with different business groups and scope documentation assignments.

ü  Preferable exposure to eCommerce / Retail Analytics

ü  Precise documentation and clear communication skills

ü  Experience in API documentation is an added bonus

Skills and Experience

ü  Experience in content review and localization

ü  Ability to conceptualize and execute projects, with a strong bias for action and the ability to prioritize and meet deadlines

ü  Experience with content management systems like Wordpress 

ü  Experience working in an Agile content development environment

ü  Experience in editorial/peer review

ü  Knowledge about eCommerce tools and plugins will be an advantage

Customer Happiness is one of our key differentiators. In this role you will be the customer champion for Exotel, thrive to create great customer experience while responding to customer inquiries, resolving their queries and ensure all the agreed SLA’s are met consistently. In this role, you will be working with internal and external stakeholders with high level of ownership on your deliverables with customer first approach.

Exotel is one of Southeast Asia’s largest cloud telephony companies. Our aim is to change the way enterprises look at customer communication. We build the best in class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo,Lazada, Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew  from a 3 member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, powered 3.2 billion voice API calls, 3.2 billion business SMS powered. Read our 2018 growth story https://2018.exotel.com/">here.

• You enjoy customer interactions and solving problems on behalf of our customers is something that you are passionate about.
• You enjoy resolving customer issues and providing feasible solutions.
• You have dual qualities of time management, patience and ability to speak to customers with confidence and conviction.
• You consistently thrive for excellence.

• You will be the voice of the Enterprise customer sand help customers with issues related to the platform. You will be responsible for addressing and resolving tickets from enterprise customers while adhering to SLAs.
• You will document customer pain points to help in process improvement. You will also surface customer feedback to product and engineering teams to drive improvements in the product.
• You will explore customer data to identify trends with the objective of issue resolution.
• You will resolve customer issues through process expertise without having to escalate to higher levels of management but also understands when higher level of authorization is required.
• You will effectively interact, collaborate and network with other departments to resolve customer issues, including account management, technical support, product and engineering teams.
• You will be working in different shifts so as to ensure the client issues are addressed on time.

• 2-5 years of experience in 24x7 customer support operations.
• You have experience in B2B Software support and understanding of Saas platforms
• You have excellent communication skills, ability to identify complex customer problems.
• You possess a sense of urgency for problem resolution and knows where to go for that resolution.
• You have the eagerness for learning and staying up-to-date on new product or policy changes.
• Start-up experience would be a plus.
• You should have working knowledge about APIs and ticket management tools (such as Freshdesk, Postman, Grafana…) will be a plus or a learning mindset.

Responsibilities: -

• Designing of look-books and visually stunning collateral
• Understanding client’s needs
• Create engaging and on-brand graphics for various social media platforms

Requirements

• 1+ year of work experience
• Hands-on experience with layout design
• Degree in Design, Fine arts or Related field
• Work from office in Mumbai

A Software Testing Engineer is required to fully test the product or system to ensure it functions properly and meets the business needs. The job responsibilities include:

Role and Responsibilities

• Responsible for creating and executing tests to verify that software runs properly and without defects on each platform requested and to handle test procedures efficiently to result in extreme product stability, product usability and performance.
• Responsible for creating test plans and test cases.
• Understanding how a feature is implemented to develop test cases for the functionality, performance, stress, and fault conditions.
• Responsible for reviewing and analyzing project documentation to ensure product testability.
• Responsible for providing detailed testing status.

Skills  Required: 

• Should have experience in creating Test Plans, Test scripts, Test cases.
•  Knowledge in Selenium web drivers is mandatory. They should be able to write the scripts and run them in Selenium.
• Should have good experience in SQL databases.
• Good knowledge on System and Integration Test Cases.
• Good knowledge on System and Integration Testing.
• Able to write Test Scenarios.
• Able to Test the application independently.
• Hands on experience in UI testing 

Qualifications:

• B.Tech (Computer Science)