Customer Success Manager

Customer Success Manager

About Fundamento

Were on a mission to reinvent how enterprises talk to their customers

At Fundamento, were building voice agents that are transforming how Indias biggest lenders- like IIFL, Paytm, Hero FinCorp, Shriram Finance and Jio Financial Services- talk to their customers. Backed by Google, led by experienced entrepreneurs (Harvard, Oxford, Booth Alumni), and trusted by the financial service giants- this is your chance to work at the heart of AI revolution.

Role Overview

As a Customer Success Manager at Fundamento, youll drive value for enterprise clients, unlock growth within accounts, and build scalable systems to elevate customer experience- while mentoring the team and working closely with leadership.

Key Responsibilities

1. Account Growth & Expansion

• Manage 68 enterprise accounts, acting as the primary point of contact and trusted advisor.
• Drive account expansion through upselling, cross-selling, and increasing adoption.
• Deliver measurable ROI for customers by aligning Fundamentos AI solutions with their business goals.
• Maintain strong quality standards and ensure SLAs are consistently met.

2. Customer Success & Retention

• Track account health using data-driven insights across adoption, usage, billing, NPS, and engagement.
• Proactively identify risks, resolve issues, and ensure renewals and long-term retention.
• Build strong stakeholder relationships to deepen customer trust and advocacy.

3. Process Building & Scale

• Design and implement scalable processes to streamline CS workflows, reporting, and customer engagement.
• Build playbooks for account expansion, ROI measurement, and customer health monitoring.

4. Team Leadership & Enablement

• Mentor and train Customer Success Associates (CSAs) to handle Stage 1 support.
• Act as an escalation point for complex customer situations.

5. Strategic Exposure

• Work closely with the senior leadership & founders on enterprise-wide initiatives and CXO-facing projects.
• Share customer insights to influence Fundamentos AI product roadmap.

• 47 years of experience in Customer Success, Account Management, or Enterprise Relationship roles.
• Strong data analytical skills (Excel/Google Sheets; comfort with dashboards, pivot tables, reporting).
• Proven track record in account expansion, ROI delivery, and quality management.
• Background in FinTech or SaaS (preferred).
• Excellent Communication fluent, confident, and persuasive in enterprise settings.
• Managerial experience mentoring or leading junior team members.
• Flexibility comfortable with customer schedules requiring non-standard hours.

What We Offer

• High-Impact Work: Directly shape how some of Indias top lenders engage with millions of customers through AI voice agents.
• Ownership & Autonomy: Take charge of enterprise account growth and success, driving adoption and measurable outcomes with full accountability.
• Learning & growth: Annual learning allowance of 10,000+, mentorship, and hands-on AI exposure.
• Flexibility: WFH options twice a month, flexible hours, and competitive appraisal hikes.

Have questions? Reach out to meenakshi@fundamento.ai

Join us at Fundamento to shape the future of AI-powered enterprise conversations. Be part of a team where AI, strategy, and customer impact come together, and where your work drives real change for some of Indias leading financial institutions.