Customer Success Manager

About Fineshift

Fineshift is a fast-growing enterprise technology company helping India's leading banks, insurers and manufacturers put AI to work. We design and deliver AI solutions, DevSecOps platforms, observability and application modernization, and we are one of India's top GitLab partners with a strong IBM alliance. Bootstrapped and profitable-minded, we are now expanding from BFSI into manufacturing with AI, industrial automation and smart-factory offerings. Our customers are enterprises that trust us with real production systems and our team is small enough that your work is visible and your wins are yours.

About the role

We are looking for a Customer Success Manager who will own our existing customer base end to end. This is a revenue-carrying role, not a support role. You will be the single point of ownership for every active account: keeping customers happy and engaged, making sure ongoing implementations land well, driving on-time renewals, and growing each account by cross-selling and upselling Fineshift's AI, DevSecOps and observability services and the OEM software behind them.

The ideal candidate has sold or managed accounts in IT services or enterprise software, understands how technology projects actually get delivered, and is comfortable talking to CIOs, IT heads and project managers alike.

What you will do

Account ownership & relationship management

• Own a defined portfolio of existing enterprise accounts as their primary relationship manager.
• Build and maintain multi-level relationships from project sponsors and IT heads to day-to-day stakeholders.
• Run structured cadences: monthly check-ins, quarterly business reviews, executive touchpoints.
• Map each account: decision-makers, influencers, budget cycles, upcoming initiatives.

Renewals

• Own the renewal number for your accounts software licences (GitLab, IBM Instana) and services contracts.
• Start renewal conversations at least 60 days before expiry and track progress monthly.
• Manage pricing, paperwork and procurement follow-ups through to PO and payment.

Cross-sell & upsell

• Identify expansion opportunities across Fineshift's offerings – AI implementation, DevSecOps, Observability, application modernization, staff augmentation and industrial automation / smart factory.
• Build and qualify the expansion pipeline from the existing base; carry a quarterly upsell / cross-sell target.
• Bring in the right presales and technology leads at the right time to convert interest into proposals and closures.

Implementation oversight

• Stay close to every ongoing implementation in your accounts: milestones, risks, customer sentiment.
• Act as the customer's escalation point and work with delivery and technology leads to resolve issues quickly.
• Ensure a smooth handover from sales to delivery, and from delivery to steady-state – customers should never feel dropped after signing.

Commercials & reporting

• Follow Fineshift's commercial policy on pricing, payment terms and quote validity; escalate exceptions.
• Keep the CRM accurate: account health, renewal dates, pipeline, next steps.
• Report weekly on renewals, expansion pipeline and account risk to the CRO.

What we are looking for

Must-have

• 5–8 years in account management, customer success, or sales within an IT services company, software reseller / system integrator, or enterprise SaaS / software OEM.
• Proven record of owning renewals and growing existing accounts – you should be able to show numbers.
• Working understanding of enterprise technology: DevOps / DevSecOps, cloud, monitoring / observability, application development or similar. You do not need to be hands-on, but you must be able to hold a credible conversation.
• Experience coordinating with delivery / project teams on customer implementations.
• Strong communication and negotiation skills; comfortable with CXO and IT-head level conversations.
• Familiarity with CRM-driven selling and forecasting.
• Based in Pune or willing to relocate; willing to travel to customer locations.

Good to have

• Exposure to OEM / partner ecosystems such as GitLab, IBM, AWS or Azure.
• Background in BFSI or manufacturing customers.