Director - Customer Success

Hello, Truecaller is calling you from Gurgaon, India! Ready to pick up?

Our goal is to make communication smarter, safer, and more efficient, all while building trust everywhere. We're all about bringing you smart services with a big social impact, keeping you safe from fraud, harassment, scam calls or messages, so you can focus on the conversations that matter.

• Top 20 most downloaded apps globally, and world’s #1 caller ID and spam-blocking service for Android and iOS, with extensive AI capabilities, with more than 400  million active users per month. 
• Founded in 2009, listed on Nasdaq OMX Stockholm and is categorized as a Large Cap. Our focus on innovation, operational excellence, sustainable growth, and collaboration has resulted in consistently high profitability and strong EBITDA margins.
• A team of 400 people from ~35 different nationalities spread across our headquarters in Stockholm and offices in Bangalore, Mumbai, Gurgaon and Tel Aviv with high ambitions. 

The Enterprise GTM(Go- to- Market) unit at Truecaller for Business- focuses on providing value to large, and medium enterprises and digital native/startups by improving the way they communicate with their customers in the most trusted and contextual manner. These customers are based across India and focus markets in the Rest of the World and engaged through our direct and partner ecosystem. 

Our Verified Business Identity product helps businesses achieve more by enhancing their CX-led communication lifecycle on Truecaller as a Verified Business. We also help in improving the user experience on calls for our customers by adding trust, context, personalisation, feedback and safety to their call and message-based communication. As part of our sustainable growth plans, we are looking for a seasoned, collaborative and customer-obsessed leader to join and lead our Customer Success function in the Enterprise GTM(Go-To-Market) unit at Truecaller for Business.

As a Director-Customer Success, Truecaller for Business you will play a key role in building an efficient, scalable and velocity driven world class customer success function in the Enterprise Business Area at Truecaller.

What you bring in:

• 14+ years of professional experience.
• 7+ years of good track record of managing & scaling Customer Success function.
• Solid experience in driving a scaled portfolio of enterprise and mid market customers both in terms of annual revenue book size and number of such customers.
• Good experience in SaaS/ Software product domain.
• Strong management presence and leadership ability, with great communication and interpersonal skills that inspire and motivate teams.
• Ability to effectively interact with businesses of various sizes from a wide variety of sectors, and geographies across their leadership and cross functional teams. 
• Must have excellent organizational skills, attention to detail and the ability to prioritize in a changing environment.
• Excellent communication and negotiation skills.
• Ability to collaborate well with cross functional teams across product, sales and marketing.
• A customer-oriented attitude who drives results & achieves high levels of customer satisfaction.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, delegation and planning.
• Good at conflict management(if any) within the team as well as with cross functional teams.
• Exposure to B2C(Business to Consumer) product lifecycles would be a good add-on. 

The impact you will create: 

• Lead, manage and coach a committed team of Customer Success Managers, developing individual skills, removing roadblocks, prioritizing tasks, negotiation and account management in collaboration with sales team.
• Responsible for nurturing relations with customers, partners and key personnel across teams within customer companies to deepen business collaboration.
• Develops and maintains customer relationships, ensuring that all assigned customer accounts are obtaining value and ultimately being responsible for overall customer satisfaction.
• Co-own with the Sales team to identify opportunities for sales upgrades and cross sells of diversified products. 
• Drive features led product adoption, manage churn and retention across customers.
• Ensure customers are serviced in a timely manner.
• Understand customer needs, feedback and accordingly collaborate with product teams to address them and also input to the product roadmap initiatives. 
• Conduct  joint business reviews to ensure customers are satisfied with Truecaller’s enterprise products and services.
• Measure effectiveness of client success by being responsible for operational metrics for team such as product adoption, churn, retention(NRR), NPS(Net Promoter Score) and legal and financial compliances
• Drive customer advocacy, success case initiatives in collaboration with business marketing and account management teams
• Closely monitor processes and performance trends, undertake scalable initiatives for continuous improvement, take corrective action as necessary
• Coordinate with internal cross functional teams to ensure customer success offers a consistent and seamless service to a concurrent base of active customers.
• Design and implement efficient best practices and team structure to optimally support accounts of all sizes and touch points across focus markets

It would be great if you also have:

• Exposure to technology driven business models.
• Good understanding of mobile technologies and communication platform technologies.
  
  

Life at Truecaller - Behind the code:  https://www.instagram.com/lifeattruecaller/

Sounds like your dream job? We will fill the position as soon as we find the right candidate, so please send your application as soon as possible. As part of the recruitment process, we will conduct a background check.

This position is based in Gurgaon, India. 

We only accept applications in English. 

What we offer: 

• A smart, talented and agile team: An international team where  ~35 nationalities are working together in several locations and time zones with a learning, sharing and fun environment. 
• A great compensation package: Competitive salary, 30 days of paid vacation, flexible working hours, private health insurance, parental leave, telephone bill reimbursement, Udemy membership to keep learning and improving and Wellness allowance.
• Great tech tools: Pick the computer and phone that you fancy the most within our budget ranges. 
• Office life: We strongly believe in the in-person collaboration and follow an office-first approach while offering some flexibility. Enjoy your days with great colleagues with loads of good stuff to learn from, daily lunch and breakfast and a wide range of healthy snacks and beverages. In addition, every now and then check out the playroom for a fun break or join our exciting parties and or team activities such as Lab days, sports meetups etc.There something for everyone!

Truecaller is diverse, equal and inclusive. We need a wide variety of backgrounds, perspectives, beliefs and experiences in order to keep building our great products. No matter where you are based, which language you speak, your accent, race, religion, color, nationality, gender, sexual orientation, age, marital status, etc. All those things make you who you are, and that’s why we would love to meet you.