Customer Success Manager

About Credgenics

Credgenics is a leading SaaS-based debt resolution and legal automation platform. We help financial institutions improve their collections, reduce delinquencies, and enhance customer relationships using data-driven insights and advanced technology.

Job Summary

Customer Success Manager (CSM)

Key Responsibilities:

Customer Relationship Management:

• Act as the primary liaison between Credgenics and assigned clients, fostering trust and ensuring their satisfaction with our platform.
• Develop and maintain long-term relationships with key stakeholders across client organizations.

Onboarding and Training:

• Facilitate seamless onboarding of new clients, ensuring they are set up for success with the Credgenics platform.
• Conduct training sessions to ensure clients understand and leverage the platform's features effectively.

Adoption and Retention:

• Drive adoption of Credgenics solutions by understanding client goals and aligning them with product capabilities.
• Monitor client usage and proactively address any challenges or concerns.

Upselling and Cross-Selling:

• Identify opportunities to expand the client’s use of the Credgenics platform, including introducing new features or services.
• Collaborate with the sales team to maximize revenue opportunities within existing accounts.

Client Feedback and Advocacy:

• Act as the voice of the customer within Credgenics, providing feedback to product and development teams to enhance our offerings.
• Advocate for client needs and ensure their issues are resolved in a timely manner.

Performance Monitoring:

• Analyze client success metrics (e.g., ROI, product adoption rates, etc.) and provide actionable insights to improve outcomes.
• Prepare and deliver periodic reviews to demonstrate the value delivered by Credgenics.

Risk Mitigation:

• Proactively identify risks (e.g., dissatisfaction or reduced usage) and develop strategies to address them before they escalate.

Qualifications and Skills:

Educational Background:

• Bachelor’s degree in business, finance, technology, or a related field.

Experience:

• 3+ years of experience in customer success, account management, or a similar client-facing role in SaaS, fintech, or technology sectors.
• Experience in the banking or NBFC space is a plus.

Skills:

• Exceptional communication, interpersonal, and presentation skills.
• Strong problem-solving and conflict-resolution abilities.
• Analytical mindset with experience in using data to drive decisions.
• Proficiency in using CRM and customer success tools.
• Ability to manage multiple clients and priorities in a fast-paced environment.

Why Join Credgenics?

• Be part of a rapidly growing SaaS organization revolutionizing debt collections.
• Work in a dynamic and collaborative environment with opportunities for career growth.
• Contribute to a meaningful mission that impacts financial institutions and their customers.