Assistant Manager - Customer Success

What You'll Own

• Build and own deep, trusted relationships with key BFSI accounts - banks, NBFCs, housing finance companies, insurers, and digital lenders
• Drive adoption of LeadSquared across the loan/policy lifecycle - lead capture, underwriting handoffs, disbursement tracking, renewals, and collections workflows - ensuring customers realise measurable value
• Be the primary point of contact for BFSI clients, engaging credit, risk, operations, and compliance stakeholders as well as business leadership
• Conduct regular business reviews and success planning sessions with senior stakeholders, framed around BFSI outcomes (TAT reduction, disbursement funnel efficiency, policy conversion, cost-per-acquisition)
• Act as the voice of the BFSI customer internally - collaborate with product, sales, and delivery teams on domain-specific needs (bureau integrations, eKYC/eSign workflows, regulatory reporting requirements)
• Proactively identify risks - including those tied to regulatory changes (RBI/IRDAI guidelines, KYC/AML norms) - and implement strategies to maintain high retention
• Track and improve CSAT, NPS, adoption, and engagement metrics across your BFSI portfolio
• Stay current on BFSI industry and regulatory developments (digital lending guidelines, data localisation, consent-based data sharing) that could impact customer usage or compliance posture

Must Have

• Experience in a client-facing role - customer success, account management, or similar - ideally with BFSI (banking, NBFC, insurance, or fintech lending) clients
• Working understanding of the lending or insurance lifecycle - loan origination, underwriting, disbursement, and collections, or policy issuance and renewals
• Strong stakeholder management skills - comfortable engaging CXOs, credit/risk heads, and compliance decision-makers
• Solid understanding of CS metrics: CSAT, NPS, adoption, retention, and health scoring
• Excellent communication and problem-solving skills - clear, confident, and consultative, especially when navigating compliance-sensitive conversations
• Ability to manage multiple BFSI accounts simultaneously without dropping the ball
• Experience working in a fast-paced, cross-functional environment

Good to Have

• Prior experience with core banking systems, Loan Origination Systems (LOS), or Loan Management Systems (LMS) - e.g., FinnOne, Newgen, Lentra, or similar
• Familiarity with BFSI-specific integrations - credit bureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification, DigiLocker, or eSign
• Awareness of RBI/IRDAI regulatory guidelines relevant to digital lending or insurance distribution
• Familiarity with CRM or customer success platforms - Salesforce, Gainsight, Zoho
• Prior experience in SaaS or technology-driven organisations serving BFSI clients

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