Lead - Customer Success

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 medium/large enterprises and startups by improving the way they communicate with their customers. Our CX and brand identity management solutions help businesses achieve more by enhancing their presence on Truecaller as a Verified Business. We also help in improving customer experience via the calling medium by making the entire communication more contextual and personalised thereby adding trust, relevance & safety to communication.

The team is a fantastic blend of young Turks and industry veterans from the top tech companies globally and we count many of India’s top enterprises and startups as our delighted customers.

As part of our aggressive growth plans, we are looking to bring in an experienced person within our Go To Market organisation, to lead our Enterprise and Partnership business and help in scaling  our Customer Success function. 

As a Lead - Customer Success, 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: 

• 10+ years of professional experience.
• Experience in working with clients within BFSI, Insurance and other legacy domains such as manufacturing, real estate etc.
• 4+ years of good track record of managing & scaling Enterprise business within Customer Success function.
• Good experience in SaaS/ Software product domain.
• Strong management presence and leadership ability, with great communication and interpersonal skills that inspire and motivate teams.
• Ability to effectively interact with businesses of various sizes from a wide variety of sectors.
• Must have excellent organisational skills, attention to detail and the ability to prioritise in a changing environment.
• Excellent communication and negotiation skills.
• Ability to work well with teams.
• A customer-oriented attitude who drives results & achieves high levels of customer satisfaction.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, delegation and planning.

The impact you will create:

• Lead, manage and coach a team of Customer Success Managers within our Enterprise and Partnership vertical, developing individual skills, removing roadblocks, prioritising tasks, negotiation and account management.
• Responsible for building & nurturing relations with customers & key personnel within customer companies.
• Develops and maintains customer relationships, ensuring that all assigned customer accounts are obtaining value and ultimately being responsible for overall customer satisfaction.
• Co-own with the Sales team to identify opportunities for sales upgrades and cross sells.
• Manage churn across customers.
• Conduct  joint business reviews to ensure customers are satisfied with Truecaller’s enterprise products and services.
• Measure effectiveness of client success by being responsible for operational metrics for team 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:

• Worked with fast growing cPAAS/SAAS organisations.

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.