Job Mode: Work From Office
Working Days: 5
Industry: Fintech
About the Company:
An AI-driven fintech redefining collections with intelligent automation and a powerful field-force network to boost lender recovery and drive financial inclusion.
What You’ll Do:
We’re looking for a Customer Success Manager who can be the voice of the customer inside the organisation and the face of organisation to the customer.
You will work closely with founders, ops leadership, product teams, and portfolio managers to ensure that every client sees measurable recovery uplift, operational excellence, and exceptional service.
This is not an account management role – it is a high-ownership delivery + relationship + revenue impact role.
Key Responsibilities:
● Own end-to-end customer relationship for lenders allocated to you.
● Deeply understand client expectations and ensure the internal teams meet delivery SLAs across digital, voice bot, workflow, field and legal channels.
● Be proactive in identifying problems before the customer spots them – and mobilize teams to solve them.
● Participate in portfolio reviews and drive insights + next-steps for performance improvement.
● Track key metrics: DPD-wise performance, bucket-wise movements, channel productivity, and compliance.
● Escalate blockers early and ensure the right internal speed and accountability to resolve them.
● Drive upsell/expansion opportunities based on trust, impact delivered, and customer priorities.
● Create recurring performance MIS / monthly and quarterly business reviews for CXO-level conversations.
What We’re Looking For:
● 3–8 years of experience in customer success / growth ops / collections / fintech / SaaS delivery or banking operations.
● Track record of handling demanding clients and fast-paced delivery environments.
● Strong analytical and communication skills – able to translate data into decisions and narratives.
● High emotional intelligence – can build trust across customers + internal stakeholders.
● Comfortable with ownership, urgency, and accountability.
● Fluency in English + Hindi; regional languages a bonus.
You Will Thrive Here If You:
● Love being the enabler of success – not just a messenger
● Believe customers deserve speed, clarity, and impact – not excuses
● Are comfortable saying “Let me get this done” instead of “Not my department”
● Enjoy working with CXOs externally and ops teams internally
● Want to join a mission-driven, rapidly scaling startup
Success in 12 Months Looks Like
● Your portfolios show consistent recovery uplift month-on-month
● Customers trust you and proactively ask for your opinion on their performance strategy
● You’ve led expansion or upsell opportunities driven purely by impact and delivery excellence
● Internally, you’re known as the person who always gets things done for the customer
Why Join Us?
You’ll get a ringside view of how collections, credit, ops, AI and legal come together to solve one of India’s most complex financial problems – and you’ll play a central, high-visibility role in scaling that impact across lenders nationwide.
If you want to build relationships, deliver outcomes, and truly make customers win – this is your team.