Senior Customer Success Manager

Senior Customer Success Manager (Enterprise)

Location: Mumbai

Experience: 5–10 Years

Employment Type: Full-Time

About Signzy

Signzy is a leading AI-powered Digital Trust Platform helping Banks, NBFCs, Fintechs,

Insurance companies, and Financial Institutions digitize customer onboarding, KYC, KYB, fraud

prevention, document verification, and compliance workflows.

Our no-code workflow platform and 200+ APIs enable enterprises to launch digital onboarding

journeys rapidly while ensuring regulatory compliance, operational efficiency, and superior

customer experiences.

Role Overview

We are looking for an experienced Senior Customer Success Manager to own strategic

enterprise relationships across Banking, BFSI, NBFC, Fintech, and SaaS customers.

This role goes beyond account management. You will become a trusted business advisor,

driving product adoption, customer satisfaction, renewals, expansion opportunities, executive

stakeholder engagement, and long-term business growth.

You will work closely with Product, Engineering, Sales, Operations, Support, and Leadership

teams to ensure customers realize measurable business outcomes from Signzy's platform.

Key Responsibilities

1.Strategic Customer Management

● Own and manage a portfolio of enterprise customers throughout their lifecycle.

● Build strong relationships with CXOs, Business Heads, Product Leaders, Compliance

teams, Operations teams, and Technology stakeholders.

● Understand customers business goals and align Signzy's solutions to achieve

measurable outcomes.

● Develop strategic account plans to maximize customer value and long-term

partnerships.

2.Customer Success & Adoption

● Drive successful onboarding and implementation of enterprise customers.

● Increase product adoption across business units and new use cases.

● Conduct Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and

Success Planning sessions.

● Monitor customer health scores, usage trends, risks, and success metrics.

● Proactively identify churn risks and execute mitigation strategies.

3.Renewals & Revenue Growth

● Own customer renewals and retention targets.

● Identify opportunities for upselling and cross-selling additional products and APIs.

● Collaborate with Sales teams on account expansion strategies.

● Drive Annual Contract Value (ACV) growth within existing accounts.

4.Stakeholder Management

● Serve as the primary point of contact for enterprise customers.

● Coordinate with Product, Engineering, Delivery, Support, Finance, and Legal teams to

ensure timely resolution of customer requirements.

● Manage executive escalations effectively.

5.Product Partnership

● Capture customer feedback and convert it into actionable product recommendations.

● Collaborate with Product Managers to influence roadmap prioritization.

● Advocate customer needs internally.

6.Customer Advocacy

● Develop customer success stories and case studies.

● Drive reference programs and customer testimonials.

● Promote customer participation in webinars, events, and industry forums.

7.Operational Excellence

● Track customer KPIs, renewal forecasts, and account health.

● Maintain CRM hygiene and account documentation.

● Ensure SLA adherence and customer governance.

Required Skills & Experience

● 5–10 years of experience in Customer Success, Enterprise Account Management, Key

Account Management, or Relationship Management.

● Minimum 3+ years managing Enterprise B2B SaaS customers.

● Experience working with:

○ Banks

○ NBFCs

○ Fintech companies

○ Insurance companies

○ Financial Institutions

○ Enterprise SaaS customers

● Strong understanding of Digital Banking, KYC, KYB, AML, Fraud Prevention, Identity

Verification, Lending, or Financial Services.

● Demonstrated experience owning:

○ Enterprise Renewals

○ Customer Retention

○ Expansion Revenue

○ Executive Stakeholder Management

● Excellent presentation and communication skills.

● Strong analytical and problem-solving abilities.

● Ability to manage multiple enterprise accounts simultaneously.

● Experience working with CRM platforms such as Salesforce, HubSpot, Zoho CRM, or

similar.

● Comfortable working in a fast-paced product organization.

Preferred Qualifications

● MBA or Bachelor's degree in Business, Engineering, Technology, or related field.

● Experience working with APIs, SaaS platforms, workflow automation, or digital

transformation solutions.

● Prior experience in Fintech, Banking Technology, RegTech, or Enterprise Software

companies.

● Understanding of RBI regulations, CKYC, Aadhaar, Video KYC, Account Aggregator,

Digital Lending, or financial compliance ecosystems is a strong advantage.

Key Performance Indicators (KPIs)

● Gross Revenue Retention (GRR)

● Net Revenue Retention (NRR)

● Renewal Rate

● Customer Satisfaction (CSAT)

● Net Promoter Score (NPS)

● Product Adoption & Feature Utilization

● Customer Health Score

● Upsell & Cross-sell Revenue

● Churn Rate

● Time-to-Value (TTV)

● Executive Business Reviews Completed

● Customer Escalation Resolution