Customer Success Manager

Role Overview

Own post-go-live success for BFSI clients (Banks, NBFCs, Fintech, Insurance). Drive adoption, retention, and growth by aligning the platform to measurable business outcomes across acquisition, onboarding, servicing, and engagement.

Key Responsibilities

- Manage the full customer lifecycle for BFSI accounts - Drive platform adoption across sales, onboarding, servicing, and collections workflows - Lead QBRs and executive stakeholder reviews - Identify expansion opportunities and grow revenue - Track account health, mitigate churn proactively - Translate business needs into scalable configurations - Partner with Product and Implementation to optimize outcomes

Required Experience

- 4+ years in Customer Success / Account Management (SaaS preferred) - BFSI exposure (Banking, NBFC, Fintech, Insurance, Wealth, Payments) - Experience handling mid-market or enterprise accounts - Strong understanding of financial services workflows - Ability to engage CXOs and cross-functional stakeholders - Data-driven approach to KPIs and reporting

Success Metrics

- Retention & NPS - Adoption depth - Expansion revenue - Zero unplanned churn