Senior Customer Success Manager -BSFI

Truecaller's mission is to build trust in communication by making it safer, smarter, and more efficient. Born in Sweden, trusted by the world, and here’s why we stand out:

• We are trusted by over 500 million active users every month across 190+ countries
• We identify over 15 billion calls daily, helping users avoid spam and scams
• We are powered by a team of 400+ employees from 45+ nationalities

We always look for people who take initiative, own their work, and keep raising the bar. An entrepreneurial mindset matters here, especially when it turns bold ideas into real actions. We stay collaborative and focused, always searching for smarter paths forward. If you want to make an impact and grow with a team that inspires millions, you’ll fit right in.

• →Responsible for building and nurturing relations with customers, key personnel within customer companies post sales cycle.
• →Help customers on-board seamlessly on Truecaller's enterprise product with complete process compliance.
• →Develops and maintains customer relationships, ensuring that all assigned customer accounts are obtaining value and being responsible for customer satisfaction.
• →Good at understanding product feedback from customers and working with the product team for evaluation and action.
• →Co-own with the Sales team to identify opportunities for sales upgrades and cross sells.
• →Grow accounts by proactively identifying expansion opportunities and creating measurable value within the client's ecosystem.
• →Proactively manage churn across customers.
• →Understand customer needs or demands and ensure customers are serviced in a timely manner.
• →Conduct business reviews to ensure customers are satisfied with Truecaller's enterprise products and services.
• →Measure effectiveness of client success for operational metrics such as churn/revenue management, retention, NPS (Net Promoter Score) and legal and financial compliances.

• 8+ years of professional experience.
• 5+ years of good track record of working with a high-velocity Customer Success team.
• Good experience in the SaaS/Software product domain.
• Exposure to working with enterprise/legacy businesses and must have managed BFSI customers.
• Have a consultative approach while helping customers onboard and use the product, ensuring they are able to derive substantial value from the platform.
• Ability to understand the client's business model and mode of operation so that the same is translated into relevant use cases.
• Ability to map the organization for all relevant stakeholders, decision-makers, influencers and power users for deeper account penetration.
• Proven capability to build and sustain CXO-level leadership engagements, driving strategic conversations beyond day-to-day account management.
• Ability to use automation tools as part of the customer success life cycle.
• Must have excellent organizational skills, ability to interact with various ICP in the client ecosystem - CX/Marketing/Infosec/FRM/Product etc.
• Excellent communication and negotiation skills.
• Demonstrated operational excellence in analytical thinking, process compliance and improvement, problem solving and planning.
• Working expertise in Webhook/API-based product adoption and integration, enabling smoother technical onboarding for enterprise clients.

• Exposure to technology driven business models.
• Good understanding of CRM tools like Salesforce, CS platform like Vitally/Gainsight.
• Good understanding of mobile and communication platform technologies.