Customer Success Manager

Job description:

Designation : Manager-Customer Success

Location : Bangalore (WFO- 6 Days working)- Mon to Sat

Key Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact for key accounts.

• Build and nurture strong, long-lasting relationships with clients.

• Understand client needs and align company services to meet those

needs.

Service Delivery Oversight:

• Ensure seamless delivery of services in line with client expectations.

• Monitor service performance metrics and ensure SLA compliance.

• Proactively address service issues or concerns.

Account Growth & Retention:

• Identify opportunities for upselling and cross-selling.

• Collaborate with the sales team to support business development

strategies.

• Develop account plans to drive customer satisfaction and loyalty.

Internal Coordination:

• Work with operations, technical, and product teams to ensure service

excellence.

• Coordinate client feedback with internal teams to drive service

improvements.

Reporting & Analytics:

• Provide regular reports on account status, service performance, and

client feedback.

• Analyze trends to anticipate potential issues or opportunities.

Skills and Experience:

• 7- 9 years in enterprise account management or customer success

within Fintech / Payment / Enterprise Sales

• The candidate should be self-motivated, goal-orientated professional

with a proven track record of service excellence

• Proficient in MS Office.

• Conflict resolution.

• Cross-functional team collaboration.

• Presentation and reporting skills.

• Have the flexibility and availability to travel

• Strategic mindset with a knack for growing the business and driving

success for key accounts

Personality:

The ideal person for this role would be someone who loves the challenge of an entrepreneurial environment, who has high ownership and responsiveness on critical client issues for our customers, who

is able to deal with complexity and rapid change and who has large dreams to be part of interesting journey.

The person would be self-driven, results-oriented with a positive outlook and impeccable integrity. He/she would have a track record of delivering results consistently in uncertain environments. Excellent communication skills with an ability to manage crucial conversations with senior stakeholders.