Assistant Manager - Customer Success

● Build and own deep, trusted relationships with key BFSI accounts — banks, NBFCs, housing finance companies, insurers, and digital lenders

● Drive adoption of LeadSquared across the loan/policy lifecycle — lead capture, underwriting handoffs, disbursement tracking, renewals, and collections workflows — ensuring customers realise measurable value

● Be the primary point of contact for BFSI clients, engaging credit, risk, operations, and compliance stakeholders as well as business leadership

● Conduct regular business reviews and success planning sessions with senior stakeholders, framed around BFSI outcomes (TAT reduction, disbursement funnel efficiency, policy conversion, cost-per-acquisition)

● Act as the voice of the BFSI customer internally — collaborate with product, sales, and delivery teams on domain-specific needs (bureau integrations, eKYC/eSign workflows, regulatory reporting requirements)

● Proactively identify risks — including those tied to regulatory changes (RBI/IRDAI guidelines, KYC/AML norms) — and implement strategies to maintain high retention

● Track and improve CSAT, NPS, adoption, and engagement metrics across your BFSI portfolio

● Stay current on BFSI industry and regulatory developments (digital lending guidelines, data localisation, consent-based data sharing) that could impact customer usage or compliance posture

● Experience in a client-facing role — customer success, account management, or similar — ideally with BFSI (banking, NBFC, insurance, or fintech lending) clients

● Working understanding of the lending or insurance lifecycle — loan origination, underwriting, disbursement, and collections, or policy issuance and renewals

● Strong stakeholder management skills — comfortable engaging CXOs, credit/risk heads, and compliance decision-makers

● Solid understanding of CS metrics: CSAT, NPS, adoption, retention, and health scoring

● Excellent communication and problem-solving skills — clear, confident, and consultative, especially when navigating compliance-sensitive conversations

● Ability to manage multiple BFSI accounts simultaneously without dropping the ball

● Experience working in a fast-paced, cross-functional environment

Good to Have

● Prior experience with core banking systems, Loan Origination Systems (LOS), or Loan Management Systems (LMS) — e.g., FinnOne, Newgen, Lentra, or similar

● Familiarity with BFSI-specific integrations — credit bureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification, DigiLocker, or eSign

● Awareness of RBI/IRDAI regulatory guidelines relevant to digital lending or insurance distribution

● Familiarity with CRM or customer success platforms — Salesforce, Gainsight, Zoho

● Prior experience in SaaS or technology-driven organisations serving BFSI clients

● One of the fastest-growing SaaS CRM companies — 2,000+ customers, global footprint, with a leading position in BFSI digital lending and insurance CRM

● Real ownership — your work directly impacts loan/policy funnel outcomes and company revenue

● A culture built on empathy, recognition, and genuine investment in people

● 750+ teammates across India, US, Middle East and ANZ