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