Senior Customer Success Manager -BFSI

The role

You will build and nurture relations with customers and key personnel post sales cycle. You will help customers onboard on Truecaller's enterprise product and manage account growth and churn.

What you will do

• Build and nurture relations with customers and key personnel post sales cycle
• Help customers onboard seamlessly on Truecaller's enterprise product
• Develop and maintain customer relationships to ensure value and satisfaction
• Understand product feedback and work with the product team
• Co-own opportunities for sales upgrades and cross sells with the Sales team
• Grow accounts by identifying expansion opportunities
• Proactively manage churn across customers
• Understand customer needs and ensure timely service
• Conduct business reviews to ensure customer satisfaction
• Measure effectiveness of client success for operational metrics

Required qualifications

• 8+ years of professional experience
• 5+ years of track record working with a high-velocity Customer Success team
• Experience in the SaaS/Software product domain
• Exposure to working with enterprise/legacy businesses
• Must have managed BFSI customers
• Consultative approach for customer onboarding and product use
• Ability to understand client business models and translate them into use cases
• Ability to map organizations for stakeholders, decision-makers, influencers and power users
• Capability to build and sustain CXO-level leadership engagements
• Ability to use automation tools as part of the customer success life cycle
• Excellent organizational skills
• Excellent communication and negotiation skills

Nice to have

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

Benefits

• Learning and development allowance
• Voluntary provident fund (VPF) and/or national pension scheme (NPS) tax saving option
• Creche allowance
• Choice of preferred computer and phone within budget
• Office-first model with breakfast, lunch and quiet spaces
• Team activities such as movie nights, tech meetups, and cultural events
• Lab Days: 5 days each quarter to explore new ideas

Before you apply

• We will conduct a background check
• We only accept applications in English

About the company

Truecaller is a company that builds trust in communication. It is trusted by over 500 million active users every month across 190+ countries.