Customer Success Manager – Banking, Financial Services, Hi-Tech/SaaS (AI-Focused)

Role Overview

Movate is seeking a dynamic Customer Success Manager (CSM) to drive transformational success for leading Financial Services and Hi-Tech clients, spearheading innovation in AI-powered technical support, digital customer experience, and intelligent automation across SDLC (Software Development Lifecycle) and Quality Engineering (QE). Based in Gurugram, this hybrid, client-facing role is pivotal in ensuring Movates solutions deliver exceptional business value in a rapidly evolving tech landscape.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for SaaS/Hi-Tech enterprise clients, building deep, strategic relationships.
• Lead end-to-end client onboarding, adoption, and value realization for AI/IA-driven CX, technical support, SDLC/QE, and automation services.
• Spend at least 50% of working time at client offices in Gurugram for close partnership, solution integration, and proactive engagement.
• Understand clients' operational, technical support, and digital transformation goalsidentify and drive delivery of high-impact use cases for AI and IA.
• Collaborate with product, engineering, and delivery teams to ensure swift resolution of issues, shape product roadmaps, and deliver measurable business outcomes.
• Proactively analyze client data and experience metrics to recommend optimization and continuous improvement strategies.
• Drive customer adoption of new AI-powered features and IA initiativesorganize enablement sessions, workshops, and success reviews.
• Identify new business opportunities, upsell and cross-sell relevant Movate solutions, and contribute to revenue growth targets.
• Own customer satisfaction (NPS/CSAT), churn mitigation, and act as internal advocate for your accounts.
• Stay updated on SaaS/hi-tech industry trends, customer experience best practices, and AI/automation advances.

Requirements

• Bachelors or Masters degree in engineering, Technology, Computer Science, or related field. Financial Services education/degree a plus
• 15-20 years in Customer Success, Account Management, or Solutions roles in a BFS Hi-Tech environment, ideally delivering managed services, SaaS, or AI-driven solutions.
• Strong Understanding and past experience managing Financial services clients (Capital markets, Private Equity or asset management)
• Experience managing 10+ Million Portfolio
• Strong background in executive stakeholder management, preferably within technical support, CX, SDLC, or QE.
• In-depth domain knowledge of AI in automation/customer support, and hands-on experience with SaaS/hi-tech digital transformation preferred.
• Excellent communication, advisory, and relationship-building skills; poised and persuasive with senior client stakeholders.
• Data-driven mindsetable to leverage analytics for business storytelling and solution optimization.
• Highly mobile within NCR, Gurugramwilling to spend significant time at client locations as a trusted partner.
• Self-starter with a continuous learning outlook and innovation drive.