Customer Success Specialist

About the Role

We are looking for a Customer Success & Support Lead with strong experience in the Finance domain to lead and grow our Customer Success and Support function. The ideal candidate will have 5+ years of overall experience, with prior experience leading or managing a team and working closely with customers or business stakeholders. You should have strong practical knowledge of one or more finance processes and be able to understand customer challenges from both a business and finance-process perspective. This is a leadership role for someone who is confident, outspoken, accountable, transparent, and comfortable taking ownership. You will be responsible not only for managing day-to-day Customer Success and Support but also for building the team, strengthening its capabilities, establishing processes, and scaling the function as the business grows. This role requires reporting to our Harihar office five days a week

Key Responsibilities

• Lead the Customer Success and Support function for our finance-focused products and solutions.
• Act as a senior point of contact for customers and stakeholders, particularly for complex functional issues and escalations.
• Build strong, long-term customer relationships and ensure customers receive effective support throughout their journey.
• Understand customer requirements, business processes, and pain points and translate them into actionable solutions.
• Take ownership of critical issues and ensure they are driven to resolution with the right internal teams.
• Work closely with Product, Engineering, Implementation, and other teams to resolve issues and improve the overall customer experience.
• Identify recurring customer challenges and work with internal teams to improve processes, product capabilities, and support practices.
• Establish and maintain effective support processes, documentation, knowledge bases, and escalation mechanisms

Finance Domain Expertise

Strong knowledge of the Finance and Accounting domain is an important requirement for this role. You do not need to have experience across the entire Finance function. Experience in one or more finance streams is valuable, particularly in areas such as:

• Accounts Payable (AP)
• Accounts Receivable (AR)
• Invoice Processing
• Payments
• Payment Allocations
• Reconciliation
• Collections
• Vendor Management
• Financial Transactions
• Procure-to-Pay (P2P)
• Order-to-Cash (O2C)
• Record-to-Report (R2R)
• Exception Management
• Other Finance Operations

The ability to understand finance processes in a real business environment and use that knowledge to support customers, troubleshoot issues, and solve problems will be highly valued.

• 5+ years of overall professional experience.
• Prior experience leading, managing, or mentoring a team.
• Experience in Customer Success, Customer Support, Finance Operations, FinTech, SaaS, ERP, or a related environment.
• Strong practical knowledge of one or more Finance/Accounting processes.
• Experience working directly with customers, clients, or business stakeholders.
• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication skills.
• Confident, proactive, and outspoken personality.
• Strong sense of ownership, accountability, and transparency.
• Comfortable handling escalations and difficult conversations.
• Ability to work effectively across Product, Engineering, Implementation, and Business teams.
• Ability to work in a fast-paced and continuously evolving environment.
• Willingness to report to the Harihar office five days a week.