Senior Customer Success Manager

About Fundamento:

We are 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 Senior 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 6-8 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.

What Were Looking For:

- 4-7 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.