DevOps Engineer | SDE - 1 | SDE  - 2

Role: Customer Success Manager

Function: Customer Success / Account Management

Location: Bangalore

Type: Full-time

Industry: Fintech, SaaS, API / Developer Tools, Digital Identity, Compliance Tech

About Company

An early-stage fintech startup headquartered in Bangalore. The company gives Indian businesses one powerful API for Aadhaar eKYC, video KYC, e-signatures, and automated payment collections.

It was founded by seasoned technology and fintech experts with backgrounds at Flipkart, Twitter, and ZipDial. The team is small, sharp, and deeply committed to eliminating paperwork for enterprises across India's digital economy.

The culture prizes real ownership, technical innovation, and meaningful impact at scale.

Position Overview

As a Customer Success Manager, you will serve as the primary strategic partner for the company's top 100 enterprise accounts. You will drive product adoption, revenue expansion, and long-term client retention through data-driven insights and consultative guidance. This is a high-ownership role in which you act as the bridge between clients and the company's product, tech, and sales teams.

Role & Responsibilities

• Lead Quarterly Business Reviews (QBRs) for top-tier accounts to demonstrate ROI and align the company's roadmap with client goals
• Conduct Dashboard Walkthroughs and proactively recommend best-practice configurations to improve client operational efficiency
• Monitor client health using Grafana and Metabase — identify usage anomalies and act on declining trends before they escalate
• Own end-to-end SLA adherence across WhatsApp, email, Slack, and video calls, including instant acknowledgement and formal RCA communication
• Manage escalations by coordinating with Tech, Product, and Sales leads to ensure swift resolution while keeping clients informed in real time
• Identify and execute cross-sell and upsell opportunities to achieve a 20% revenue expansion target per account
• Draft clear FAQs, reports, and client-facing documentation that translate complex technical issues for non-technical stakeholders

Must Have Criteria

• 1–3 years of experience in Customer Success, Account Management, or Solution Consulting roles
• Prior experience in a SaaS or FinTech company managing enterprise or mid-market accounts
• Hands-on experience with data monitoring or visualization tools such as Grafana, Metabase, or equivalent
• Proven track record of managing client escalations end-to-end with defined SLA adherence
• Experience conducting QBRs or structured executive-level business reviews with measurable outcomes
• Demonstrated ability to identify upsell or cross-sell opportunities and contribute to account revenue growth
• Strong written and verbal communication skills with experience managing high-velocity client communication channels

Nice to Have

• Experience working at an API-first or developer-tools company (payments, KYC, identity, or compliance tech)
• Familiarity with Aadhaar eKYC, eSign, video KYC, or recurring payment products in the Indian market
• Experience managing a portfolio of 20+ enterprise accounts simultaneously
• Exposure to consultative selling frameworks or solution consulting methodologies

What We Offer

• High-ownership role with direct impact on the company's top 100 enterprise accounts
• Fast-paced, startup environment led by experienced fintech and technology founders
• Opportunity to work at the intersection of compliance tech, fintech, and enterprise SaaS in India
• Collaborative culture with close access to product, tech, and leadership teams
• Competitive compensation with performance-linked growth opportunities