Lead -Customer Success

Job Description

Truecaller is seeking a Lead - Customer Success to join their Enterprise Solutions Business Unit in Mumbai. This role is crucial for building a scalable and efficient customer success function. The Lead will manage a team of Customer Success Managers, nurture customer relationships, and drive customer satisfaction.

Responsibilities:

• Lead, manage, and coach a team of Customer Success Managers.
• Build and nurture relationships with customers and key personnel.
• Ensure customers obtain value and achieve overall satisfaction.
• Identify opportunities for sales upgrades and cross-sells with the Sales team.
• Manage churn across customers.
• Conduct joint business reviews.
• Measure the effectiveness of client success using operational metrics.
• Monitor processes and performance trends, and implement improvements.
• Coordinate with internal cross-functional teams.
• Design and implement best practices and team structure.

Requirements:

• 10+ years of professional experience.
• Experience working with clients within BFSI, Insurance, and other legacy domains.
• 4+ years of managing and scaling Enterprise business within Customer Success.
• Experience in SaaS/Software product domain.
• Strong management and leadership skills.
• Excellent communication and interpersonal skills.
• Ability to interact with businesses of various sizes.
• Excellent organizational skills and attention to detail.
• Customer-oriented attitude with a drive for results.
• Demonstrated operational excellence in analytical thinking and problem-solving.

What Truecaller Offers:

• Competitive salary
• 30 days of paid vacation
• Flexible working hours
• Private health insurance
• Parental leave
• Telephone bill reimbursement
• Udemy membership
• Wellness allowance