Senior Customer Success Manager

The role

You will build and nurture relations with customers post sales cycle. You will help customers onboard on Truecaller's enterprise product and manage customer satisfaction 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
• Proactively manage churn across customers
• Understand customer needs and ensure timely service
• Conduct joint business reviews
• Measure effectiveness for metrics such as churn, revenue management, retention, NPS, and compliance

Required qualifications

• 8+ years of professional experience
• 3+ years of track record working with a high velocity Customer Success team
• 3+ years of working with clients in the global market
• Experience in the SaaS/ Software product domain
• Consultative approach for customer onboarding and product use
• Ability to understand client business models and translate them into use cases
• Ability to interact with customers of varied nationalities and sectors
• Ability to map organizations for stakeholders, decision-makers, influencers and power users
• Ability to use automation tools as part of the customer success life cycle
• Excellent organizational skills, attention to detail and ability to prioritize
• Excellent communication and negotiation skills
• Operational excellence in analytical thinking, process compliance, improvement, problem solving and planning

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

Before you apply

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

About the company

Truecaller's mission is to build trust in communication by making it safer, smarter, and more efficient. The company is trusted by over 500 million active users every month across 190+ countries.