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Truecaller is seeking a Senior Customer Success Manager to build and scale its enterprise customer success function within the Business Solutions unit. With 500M+ monthly active users across 190+ countries, Truecaller helps enterprises communicate safely and efficiently with their customers through verified business profiles and trusted communication channels.
In this role, you will own the post-sales customer lifecycle for enterprise and BFSI (Banking, Financial Services, Insurance) clients. Key responsibilities include: building and nurturing strategic relationships with customer stakeholders; ensuring seamless onboarding to Truecaller's enterprise products with full compliance; developing deep customer relationships to drive satisfaction and retention; gathering and translating product feedback to the product team; identifying and executing account expansion and cross-sell opportunities; proactively managing churn; conducting business reviews; and measuring success through metrics like NPS, retention, and revenue management.
You will work cross-functionally with Sales, Product, and other internal teams, as well as with multiple stakeholder groups within client organizations (CX, Marketing, InfoSec, Finance, Product teams). The role requires a consultative approach, ability to map organizational hierarchies, and capability to drive strategic conversations at the C-suite level.
Required qualifications: 8+ years of professional experience with 5+ years in high-velocity customer success teams; proven track record in SaaS/Software; hands-on experience managing BFSI enterprise customers; consultative approach to onboarding and product adoption; ability to understand client business models and translate them into relevant use cases; CXO-level engagement skills; expertise with automation tools, CRM platforms (Salesforce), and CS platforms (Vitally/Gainsight); working knowledge of Webhook/API-based product adoption and integration; excellent communication and negotiation skills; demonstrated operational excellence in analytics, compliance, and problem-solving.
Preferred: exposure to technology-driven business models; understanding of mobile and communication platform technologies.
