Role: Customer Success Manager

Function: Customer Success / Account Management

Location: Bangalore

Type: Full-time

Industry: SaaS, FinTech, Digital Identity, Payments

About Company

The company is on a mission to eliminate paperwork for Indian businesses. It offers a single, powerful API bundling Aadhaar eKYC, video KYC, e-signatures, and automated payment collections.

Businesses go live in days, not months. It is an early-stage startup headquartered in Bangalore, led by seasoned fintech and technology veterans.

The company's platform is already trusted by enterprises across fintech, lending, insurance, and beyond. The culture runs on ownership, technical innovation, and a genuine drive to solve real problems.

Position Overview

As a Customer Success Manager, you will be the primary strategic partner for the company's top 100 enterprise accounts. You will drive deep product adoption, revenue expansion, and long-term client advocacy using data-driven insights and consultative guidance. This is not a support role — you are a trusted advisor who owns outcomes.

Role & Responsibilities

• Lead Quarterly Business Reviews (QBRs) with senior stakeholders to prove ROI and align the company's product roadmap with client goals
• Conduct Dashboard Walkthroughs and proactively recommend best-practice configurations to improve client efficiency and product adoption
• Monitor client health daily using Grafana/Metabase — identify usage anomalies and trigger proactive outreach before issues escalate
• Own end-to-end SLA management across WhatsApp, email, Slack, and video calls; lead RCA sessions and technical war-rooms for complex issues
• Act as the escalation anchor — coordinate internally with Tech, Product, and Sales leads to resolve client grievances swiftly and transparently
• Identify and execute cross-sell and upsell opportunities to achieve a 20% revenue expansion target per account
• Maintain Zero Churn by detecting at-risk account behaviors early and executing timely save strategies

Must Have Criteria

• 2–5 years of experience in Customer Success, Account Management, or Solution Consulting roles
• Prior experience in a SaaS or FinTech company managing enterprise or mid-market accounts
• Hands-on experience with data monitoring or visualization tools such as Grafana, Metabase, or equivalent
• Proven track record of managing client escalations end-to-end, including RCA documentation and stakeholder communication
• Experience owning revenue metrics such as GRR, NRR, or upsell/cross-sell targets in a B2B environment
• Strong written and verbal communication skills — comfortable managing high-velocity, multi-channel client communication (WhatsApp, email, Slack, calls)

Nice to Have

• Experience working with API-first or developer-facing SaaS products
• Familiarity with KYC, eSign, or digital payments workflows in the Indian regulatory context
• Experience managing a portfolio of top-tier or named enterprise accounts (50+ accounts or ₹X Cr ARR)
• Exposure to consultative selling frameworks or solution consulting methodologies
• Prior experience at a high-growth early-stage startup (Series A–C)

What We Offer

• Direct ownership of the company's most strategic accounts — high visibility, high impact
• Work alongside a founding team of fintech and technology veterans
• Fast-paced, high-ownership culture where your decisions move the needle
• Opportunity to grow into a senior leadership role as the company scales
• Competitive compensation with performance-linked incentives