Associate Customer Success Manager

Описание вакансии

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 450 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 450+ 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.

The role:

You will play a key role in building a world-class Operations charter focusing on Customer Success. You will be working with multiple stakeholders and teams internally/externally.

What you’ll do:

• Help customers on-board seamlessly on Truecaller’s Enterprise product with complete process compliance. Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score
• Address all the Product / billing / dashboard related queries from the clients and co-ordinate with the Product team in case of tech issues reported by the clients.
• Manage all the operational client related tasks assigned by the Customer Success Managers. Tasks will include Phone number management, New Feature launch, Analytical reports, billing & invoice management, and other ad-hoc tasks as required.
• Helping in building an operational plan for new feature/service adoption at scale.
• Monitor Key Operational Metrics such as churn/ revenue management, retention, NPS(Net Promoter Score), legal and financial compliances.
• Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation.
• Co-own with the CSM/Sales team to identify opportunities for sales upgrades and cross sells. Track all the leading indicators of upgrade/downgrade, and analyze them.
• Regular Reports on the  past results and renewals and upsell forecasts, e.g. through dashboards and presentations.
• Help New Joiners in the Customer Success team on-board seamlessly on Truecaller’s enterprise product, tools used, processes, SLAs defined within the team.
• Proactively prepare various documentations that helps in imparting effective training to the Clients, Partners, New-joiners, other team members.
• Coordinate with internal cross functional teams to ensure customer success offers a consistent and seamless service to a concurrent base of active customers.

What you bring in:

• 2+ years of Operations experience preferably in Customer Success in SaaS/ Software domain
• Good track record of working with a high velocity Customer Success Team, with close collaboration with Sales and Marketing Teams
• Strong analytical, problem-solving, and process improvement skills
• Expertise in CS team training, onboarding, and playbook creation to improve process efficiency
• Expertise in building complex workflows on Excel / G-Suite
• Experience in data analysis to inform strategy and decision-making within CS

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 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.

We only accept applications in English.