Customer Success Specialist

Experience

Location

Designation

About Company :

The company is a technology-driven financial services firm that specializes in digital identity verification, credit assessment, and risk intelligence. It provides API-based solutions that help banks, fintechs, and other institutions streamline onboarding, ensure regulatory compliance, and make faster, data-backed lending decisions. Its platforms focus on accuracy, scalability, and secure handling of consumer data to support responsible and efficient financial operations.

Experience Required :

• 37 years in Customer Success, Account Management, Solution Consulting, or SaaS/Fintech roles.
• Experience handling enterprise BFSI/fintech clients (preferred).
• Proven record in renewals, engagement, and revenue growth.

Key Responsibilities :

Client Onboarding & Adoption

Develop deep functional and technical knowledge of its product suite.

Educate and onboard clients, conduct POCs, and ensure smooth implementation.

Guide clients on product workflows, API integrations, and best practices.

Client Relationship & Account Management

Act as the primary point of contact for queries, escalations, integrations, and coordination.

Maintain strong relationships with CXOs, product, risk, and compliance teams.

Track usage, adoption challenges, and create engagement plans.

Upsell, Cross-Sell & Revenue

Identify upsell/cross-sell opportunities across KYC, AML, Fraud, Risk APIs, etc.

Drive renewals, negotiate commercials, and maintain accurate CRM reports.

Performance Analysis & Insights

Monitor client KPIs and product usage to recommend improvements.

Prepare business reviews, assessments, and executive summaries.

Relay client feedback to internal teams for product enhancement.

Issue Resolution & Technical Consulting

Provide technical consultancy on APIs, workflows, and product features.

Troubleshoot client issues with support from product and tech teams.

Ensure timely resolution for escalated matters.