Senior Customer Success Manager -BFSI

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.