Senior Customer Success Manager -BFSI

Overview

Senior Customer Success Manager for Truecaller for Business, building and scaling a customer success function for enterprise and legacy businesses in the Enterprise Solutions Business Unit, with a focus on BFSI customers.

What you'll do

• Build and nurture relationships with customers and key personnel within customer companies after the sales cycle.
• Onboard customers seamlessly onto Truecaller's enterprise product with complete process compliance.
• Develop and maintain customer relationships, ensuring assigned accounts obtain value and customer satisfaction is owned.
• Understand product feedback from customers and work with the product team to evaluate and act on it.
• Co-own with the Sales team the identification of upgrade and cross-sell opportunities.
• 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 through operational metrics such as churn/revenue management, retention, NPS, and legal and financial compliance.

What you'll need

• 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.
• Consultative approach to helping customers onboard and use the product so they derive substantial value from the platform.
• Ability to understand the client's business model and mode of operation and translate it 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.
• Excellent organizational skills and ability to interact with various ICP in the client ecosystem, including CX, Marketing, Infosec, FRM and Product.
• 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.

Nice to have

• Exposure to technology driven business models.
• Good understanding of CRM tools such as Salesforce, and CS platforms such as Vitally or Gainsight.
• Good understanding of mobile and communication platform technologies.

Details

• Location: Mumbai.
• Office-first model with some flexibility.
• Background check will be conducted as part of recruitment.
• Applications accepted only in English.