Customer Success Manager

Neokred is a FinTech company based in Bangalore and an ISO 9001 | 27001, 27701 & 20000-1 certified firm in Information and Data Security. The company builds Consumer Tech for Financial Infrastructure stack to provide curated versions of embedded banking in the payment ecosystem. We've created a platform which enables Corporates, Banks, FinTechs, Retail Companies, and Start-ups to launch their own banking services or financial products, such as payment solutions, facilitating lending, virtual bank accounts, KYC and digital profiling for their customers or employees with the help of low code plug and play technology stack.

BRIEF DESCRIPTION OF THE ROLE:

We are looking for a proactive and empathetic Customer Success Manager to join our team. In this role, you will be the primary point of contact for our clients, ensuring they achieve their desired outcomes using our products or services. You'll drive customer satisfaction, retention, and growth by building strong relationships, providing expert guidance, and coordinating internal resources.

Your KRAs will include the following:

• Serve as the trusted advisor and advocate for assigned customers.
• Monitor customer health metrics and proactively address risks of churn.
• Conduct regular check-ins, quarterly business reviews, and training sessions.
• Collaborate with Sales, Product, and Support teams to resolve issues and improve customer outcomes.
• Identify opportunities for upselling or cross-selling and work with the sales team on expansion strategies.
• Capture customer feedback and share insights to influence product and process improvements.
• Maintain accurate records in CRM systems and report on key performance metrics.

YOU SHOULD POSSESS:

• Bachelor's degree in business, Marketing, Communications, or related field (or equivalent experience).
• 25 years of experience in Customer Success, Account Management, or a client-facing role.
• Strong communication, problem-solving, and organizational skills.
• Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
• Ability to manage multiple priorities and thrive in a fast-paced environment.