Role Overview
We are looking for a
Product Solutions & Customer Success Specialist with
3–6 years of experience to manage the post-sales technical journey for
HyperSync — our unified API platform that connects HRMS, ERP, and CRM systems.
In this role, you will act as the
technical owner for enterprise customers, including HDFC, Bajaj Allianz, Care Health, Yes Bank, and 50+ other clients. You will be responsible for driving seamless integration delivery, ensuring technical account health, and identifying account growth opportunities.
This role sits at the intersection of
Customer Success, Engineering, and Product, where you will translate enterprise requirements into scalable integrations while ensuring strong customer retention through proactive support, issue resolution, and disciplined RCA processes.
Key Success Metrics (KPIs)
Time-to-First-Integration (TTFI): < 30 days
Integration Adoption Rate: 80%+ contracted endpoints live within 60 days Net Revenue Retention (NRR): 115%+ P0 Issue Response Time:
SLA Adherence: 95%+ Critical RCA Turnaround: Within 24 hours Quarterly Customer Health Score (Green): 85%+ accounts
Key Responsibilities
- Integration Delivery & Customer Onboarding (40%)
- Lead end-to-end technical onboarding for new HyperSync customers across HRMS, ERP, and CRM integrations
- Conduct solution design workshops with customer engineering, HR, and IT teams
- Translate business requirements into technical integration specifications
- Build POCs, sample payloads, and Postman collections to accelerate go-live
- Collaborate with engineering on custom connectors, edge cases, and enhancements
- Drive customers from contract signing through successful API integration and production rollout
- Technical Support & Issue Resolution (35%)
- Own and manage HyperSync customer support tickets end-to-end within SLA timelines
- Troubleshoot API and integration issues using logs, dashboards, and monitoring tools
- Write SQL queries to investigate sync failures, reconciliation issues, and data mismatches
- Perform RCA for critical production incidents and document findings
- Validate fixes with customer technical teams and ensure issue closure
- Escalate complex technical issues to engineering with clear reproduction steps
- Customer Success & Account Growth (15%)
- Conduct Quarterly Business Reviews (QBRs) with enterprise customers
- Monitor customer health metrics including API usage, error rates, and ticket trends
- Proactively identify risks and improvement opportunities
- Partner with Sales to identify account expansion opportunities such as new endpoints or use cases
- Build strong stakeholder relationships across Engineering, HR, IT, and Leadership teams
- Documentation & Product Feedback (10%)
- Create and maintain integration guides, troubleshooting playbooks, and customer-facing documentation
- Build internal knowledge repositories for common integration patterns and failure scenarios
- Provide structured product feedback on API gaps, feature requests, and customer friction points
- Continuously improve onboarding and support workflows as the business scales
Required Skills & Qualifications
- 3–6 years of experience in customer-facing technical roles such as Solutions Engineering, Customer Success, Implementation, or Technical Support within B2B SaaS or API-first companies
- Strong hands-on experience with SQL and transactional databases
- Solid understanding of REST APIs, Webhooks, OAuth, and HTTP protocols
- Experience with Postman, API testing tools, and API documentation
- Basic knowledge of Python or scripting for debugging and automation
- Experience with ticketing tools such as JIRA, Zendesk, or Freshdesk
- Ability to read logs, trace distributed requests, and debug technical issues effectively
- Excellent communication skills with the ability to engage both senior enterprise stakeholders and technical teams
- Proven track record of managing enterprise accounts and driving adoption, retention, and expansion
Preferred Qualifications
- Experience working with Indian BFSI clients (Banks, Insurance, NBFCs)
- Familiarity with platforms such as Workday, SAP SuccessFactors, Darwinbox, SAP, Oracle, NetSuite, Salesforce, or HubSpot
- Experience with databases like PostgreSQL, MongoDB, or similar
- Working knowledge of Linux CLI, AWS, or GCP
- Exposure to integration platforms such as MuleSoft, Workato, Zapier, or iPaaS solutions
- Prior experience in Series A–C startups, fintech, or API-first organizations
What We Look For
- Customer-first mindset: Strong ownership of customer outcomes
- Technical depth: Ability to troubleshoot complex integration issues and communicate solutions clearly
- Ownership mentality: Drives tasks to completion with minimal supervision
- Commercial awareness: Identifies risks and expansion opportunities proactively
- Documentation discipline: Builds scalable knowledge resources and playbooks
- Continuous learner: Keeps pace with HRMS, ERP, CRM ecosystems, and evolving HyperSync capabilities
Reporting Structure
Reports to: Head of Customer Success / Head of Product
