Senior Customer Success Manager

5 Minutes ago • 6 Years +

Job Summary

Job Description

As a Senior Customer Success Manager, you will build a scalable customer success function. Responsibilities include account servicing, building customer relations, onboarding customers, and ensuring customer satisfaction. You'll also gather product feedback, identify sales opportunities, manage churn, and conduct business reviews. Monitor processes and performance, implement improvements, and coordinate with teams for seamless service.
Must have:
  • 6+ years of professional experience.
  • 3+ years in a high-velocity Customer Success team.
  • Experience in the SaaS/Software product domain.
  • Strong collaboration and interpersonal skills.
  • Ability to interact with customers of various sizes.
  • Ability to map the organization for stakeholders.
  • Ability to use automation tools.
  • Excellent organizational skills and attention to detail.
  • Excellent communication and negotiation skills.
  • Ability to work well with teams.
  • Customer-oriented attitude driving results.
  • Demonstrated operational excellence in analytical thinking.
Good to have:
  • Experience with cPaaS domain is a plus.
  • Exposure to technology driven business models.
  • Good understanding of mobile and communication platform technologies.
Perks:
  • Competitive salary, 30 days of paid vacation, flexible working hours.
  • Private health insurance, parental leave, telephone bill reimbursement.
  • Udemy membership for learning and improvement and Wellness allowance.
  • Choice of computer and phone within budget ranges.
  • Office life: Daily lunch and breakfast, snacks and beverages.

Job Details

Hello, Truecaller is calling you from Mumbai, India! Ready to pick up?

Our goal is to make communication smarter, safer, and more efficient, all while building trust everywhere. We're all about bringing you smart services with a big social impact, keeping you safe from fraud, harassment, scam calls or messages, so you can focus on the conversations that matter.

  • Top 20 most downloaded apps globally, and world’s #1 caller ID and spam-blocking service for Android and iOS, with extensive AI capabilities, with more than 450 million active users per month. 
  • Founded in 2009, listed on Nasdaq OMX Stockholm and is categorized as a Large Cap. Our focus on innovation, operational excellence, sustainable growth, and collaboration has resulted in consistently high profitability and strong EBITDA margins.
  • A team of 400 people from ~35 different nationalities spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon and Tel Aviv with high ambitions. 

We at Truecaller for Business focus on providing value to large enterprise businesses, by improving how they communicate with their customers. They leverage the power of the Truecaller platform to grow business for enterprise customers. This ranges from controlling their appearance on Truecaller as a verified business to increasing call efficiency and customer engagement by enabling trusted and contextually relevant communication with their customers. 

This is an exciting role for anyone looking to build a world-class product marketing charter that will pave the way for our overall positioning, discovery,  authority, and, ultimately, demand. The role involves working with multiple stakeholders and teams internally/externally.

As a Senior Customer Success Manager, you will play a key role in building a scalable and velocity driven world class customer success function in the Enterprise Solutions Business Unit at Truecaller.

What you bring in:

  • 6 + years of professional experience.
  • 3+ years of good track record of working with a high velocity Customer Success team.
  • Good experience in the SaaS/ Software product domain .
  • Strong collaboration and interpersonal skills that delight customers and inspire fellow team members.
  • Ability to effectively interact with customers of various sizes from a wide variety of sectors. 
  • Ability to map the organization for all relevant stakeholders, decision-makers, influencers and power users for deeper account penetration.
  • Ability to use automation tools as part of the customer success life cycle.
  • Must have excellent organizational skills, attention to detail and the ability to prioritize in a changing environment.
  • Excellent communication and negotiation skills.
  • Ability to work well with teams.
  • A customer-oriented attitude who drives results and  achieves high levels of customer satisfaction.
  • Demonstrated operational excellence in analytical thinking, process compliance and improvement, problem solving and planning

The impact you will create:

  • Account servicing, task prioritizing and taking effective measures to work on roadblocks if any.
  • 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 .
  • Proactively manage churn across customers.
  • Understand customer needs or demands and ensure customers are serviced in a timely manner.
  • Conduct joint 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
  • Closely monitor processes and performance trends, undertake scalable initiatives for continuous improvement, take corrective action as necessary.
  • Coordinate with internal cross functional teams to ensure customer success offers a consistent and seamless service to a concurrent base of active customers.
  • Design and implement best practices and team structure to optimally support accounts of all sizes and touch points.

It would be great if you also have:

  • Experience with cPaaS domain is a plus
  • Exposure to technology driven business models.
  • Good understanding of mobile and communication platform technologies.

Life at Truecaller - Behind the code:https://www.instagram.com/lifeattruecaller/

Sounds like your dream job?

We will fill the position as soon as we find the right candidate, so please send your application as soon as possible. As part of the recruitment process, we will conduct a background check.

 This position is based in Mumbai, India. 

We only accept applications in English. 

What we offer: 

  • A smart, talented and agile team: An international team where  ~35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment. 
  • A great compensation package: Competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership to keep learning and improving and Wellness allowance.
  • Great tech tools: Pick the computer and phone that you fancy the most within our budget ranges. 
  • Office life: We strongly believe in the in-person collaboration and follow an office-first approach while offering some flexibility. Enjoy your days with great colleagues with loads of good stuff to learn from, daily lunch and breakfast and a wide range of healthy snacks and beverages. In addition, every now and then check out the playroom for a fun break or join our exciting parties and or team activities such as Lab days, sports meetups etc. There something for everyone! 

Come as you are: 

Truecaller is diverse, equal and inclusive. We need a wide variety of backgrounds, perspectives, beliefs and experiences in order to keep building our great products. No matter where you are based, which language you speak, your accent, race, religion, color, nationality, gender, sexual orientation, age, marital status, etc. All those things make you who you are, and that’s why we would love to meet you.

Similar Jobs

Goat Group - Metadata Curation Specialist I

Goat Group

(Remote)
2 Weeks ago
SmartBear - Account Executive

SmartBear

Galway, County Galway, Ireland (On-Site)
1 Day ago
PhonePe - Manager (Controllership) - Finance

PhonePe

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Wargaming - Business Analyst Team Lead - Universal Stream (World of Tanks)

Wargaming

Prague, Prague, Czechia (Hybrid)
1 Month ago
Scientific Games  - Senior Field Service Engineer

Scientific Games

Georgia, United States (Remote)
3 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Virtusa - Progress 4GL Architect

Virtusa

Gurugram, Haryana, India (Hybrid)
8 Months ago
ION - Technical Consultant - Endur

ION

Dallas, Texas, United States (On-Site)
7 Months ago
ION - Principal Technical Consultant - Endur

ION

Berlin, Berlin, Germany (On-Site)
7 Months ago
Axon - Senior Sales Engineer, ANZ

Axon

Sydney, New South Wales, Australia (Remote)
3 Months ago
Jane Street - Data Engineer

Jane Street

New York, New York, United States (On-Site)
2 Weeks ago
Synechron - Senior C++ Developer

Synechron

Toronto, Ontario, Canada (Hybrid)
1 Week ago
Sporty Group - Game Artist/Visualiser

Sporty Group

Asia, Lima Region, Peru (Remote)
3 Months ago
Putnam Associates - Associate Director of Data Management & Delivery

Putnam Associates

Gurugram, India (On-Site)
2 Weeks ago
JMA - Senior FPGA Engineer - Embedded Security

JMA

Plano, Texas, United States (On-Site)
2 Weeks ago
Luxoft - Murex BAU Consultant - Mexico

Luxoft

Mexico City, Mexico City, Mexico (Remote)
5 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Mumbai, Maharashtra, India

NVIDIA - Deep Learning Performance Architect

NVIDIA

Bengaluru, Karnataka, India (Hybrid)
3 Months ago
Zazz - IT Recruiter_South Asia

Zazz

Hyderabad, Telangana, India (On-Site)
6 Months ago
Accenture - BI Architect

Accenture

Bengaluru, Karnataka, India (On-Site)
1 Week ago
Contentstack - Senior Software Engineer II (React JS)

Contentstack

Virar, Maharashtra, India (Hybrid)
2 Weeks ago
Side - Urgent Openings For Technical Recruiter Role - Technical Hiring

Side

Bengaluru, Karnataka, India (On-Site)
1 Year ago
Extreme Network - Principal SW Systems Engineer

Extreme Network

Bengaluru, Karnataka, India (Hybrid)
3 Months ago
Assystems - Sr. Business Analyst

Assystems

Gurugram, Haryana, India (On-Site)
6 Months ago
PwC - IN_Senior Associate_Azure Data Engineer _OneCloud _Advisory _Bangalore

PwC

Bengaluru, Karnataka, India (On-Site)
7 Months ago
Enphase Energy - Sr Staff Hardware Engineer

Enphase Energy

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Western Digital - Analyst 2, Company Secretary

Western Digital

Bengaluru, Karnataka, India (On-Site)
1 Week ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Stockholm, Stockholm County, Sweden (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Mumbai, Maharashtra, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Stockholm, Stockholm County, Sweden (On-Site)

Mumbai, Maharashtra, India (On-Site)

Mumbai, Maharashtra, India (On-Site)

Mumbai, Maharashtra, India (On-Site)

View All Jobs

Get notified when new jobs are added by Truecaller

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug