Customer Success Manager
About Fundamento
We're on a mission to reinvent how enterprises talk to their customers
At Fundamento, we're building voice agents that are transforming how India's 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 Customer Success Manager at Fundamento, you'll 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 68 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 Fundamento's 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 Fundamento's AI product roadmap.
What We're Looking For- 47 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 India's 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.
Have questions Reach out to [Confidential Information]
Join us at Fundamento to shape the future of AI-powered enterprise conversations. Be part of a team where AI, strategy, and customer impact come together, and where your work drives real change for some of India's leading financial institutions.
