Senior Customer Success Manager -BSFI

Events by L; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Lab Days

Creche allowance

Mentoring program

Learning resources

Office-first culture

Job summary

Truecaller is hiring a Senior Customer Success Manager in Mumbai to lead a scalable, velocity-driven CS function for enterprise customers. You will manage post-sale relationships, onboard on the Truecaller platform, and ensure customers derive substantial value while collaborating with Sales for upsell opportunities.

You will drive CXO-level engagements, use automation in the CS lifecycle, and coordinate with Analytics, Infosec, and Product teams for smooth onboarding and ongoing success.

Qualifications

• 8+ years of professional experience in Customer Success or related field.
• Experience with high-velocity CS teams and enterprise/legacy businesses.
• Consultative onboarding and value-driven customer engagements.
• Ability to map stakeholders and drive CXO-level conversations.
• Familiarity with CRM and CS platforms like Salesforce, Vitally/Gainsight.

Responsibilities

• Build and nurture relationships with customers post-sale, across key accounts.
• Onboard enterprise customers on Truecaller's platform with process compliance.
• Maintain strong customer relationships and ensure customers derive value.
• Translate customer feedback to product teams for action.
• Co-own with Sales to identify upsell and cross-sell opportunities.
• Grow accounts by identifying expansion opportunities and reducing churn.
• Conduct business reviews to monitor satisfaction and outcomes.
• Measure success metrics such as churn, revenue, retention, and NPS.

Skills

Customer Success

SaaS

Enterprise/CS

Consultative onboarding

CXO engagements

Negotiation

Account expansion

Automation tools

Communication

Tools

Salesforce

Vitally

Gainsight

Webhook/API integrations

Job description

Join Truecaller – The place where innovation meets impact!

Truecaller's mission is to build trust in communication by making it safer, smarter, and more efficient. Born in Sweden, trusted by the world, and here's why we stand out:

• We are trusted by over 500 million active users every month across 190+ countries
• We identify over 15 billion calls daily, helping users avoid spam and scams
• We are powered by a team of 400+ employees from 45+ nationalities

We always look for people who take initiative, own their work, and keep raising the bar. An entrepreneurial mindset matters here, especially when it turns bold ideas into real actions. We stay collaborative and focused, always searching for smarter paths forward. If you want to make an impact and grow with a team that inspires millions, you'll fit right in.

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 message response rates by enabling trusted and contextually relevant communication with their customers.

This is an exciting role for anyone looking to build a world class career in Customer Success function focusing on enterprise / legacy businesses. 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'll do:

• 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.
• 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 for operational metrics such as churn/revenue management, retention, NPS (Net Promoter Score) and legal and financial compliances.

What you bring in:

• 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.
• Have a consultative approach while helping customers onboard and use the product, ensuring they are able to derive substantial value from the platform.
• Ability to understand the client's business model and mode of operation so that the same is translated 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.
• Must have excellent organizational skills, ability to interact with various ICP in the client ecosystem - CX/Marketing/Infosec/FRM/Product etc.
• 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.

It would be great if you also have:

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

What we offer:

We support growth through learning resources, leadership programs, mentoring, and real hands-on work. People can move between teams and projects to build new skills and keep things interesting. We offer clear internal mobility and a transparent path for progression, with leaders who stay involved and provide guidance throughout the year.

In addition, you will benefit from:

• A comprehensive compensation package: Learning and development allowance, voluntary provident fund (VPF) and/or national pension scheme (NPS) tax saving option provided, creche allowance
• Modern tools to do your best work: Choose your preferred computer and phone within our budget, so you can work comfortably and efficiently.
• A people-focused office culture: We value in-person collaboration and follow an office-first model, with some flexibility. Our offices offer a vibrant environment with opportunities to learn, connect, and recharge, from breakfast, lunch and quiet spaces to team activities such as movie nights, tech meetups, and cultural events. There's something for everyone.
• Truecaller's "Lab Days" offer a space for imagination: 5 days each quarter, where everyone steps away from their normal tasks to explore new, bold ideas and build things they've always wanted to. It's a space where curiosity leads the way, and prototypes take shape. Some concepts even make it into production, and a few have grown into real features used by millions today. Lab Days allow you to be creative, learn fast, and help shape Truecaller's future.

Come as you are:

Truecaller is committed to building a diverse and inclusive team. We believe that a wide range of backgrounds, perspectives, and experiences strengthens our products and our culture. No matter where you're from, what language you speak, or how you identify, we value what makes you unique and would love to get to know you.

Sounds like a great opportunity?

We only accept applications in English.