Customer Success Specialist - Mumbai

3–7 years of experience in Customer Success, Account Management, Solution Consulting, or similar roles within SaaS / Fintech organizations. Hands-on experience working with Banks, Insurance companies, NBFCs, and Fintech clients (mandatory/preferred as applicable).
Strong track record of driving revenue growth through upsell/cross-sell opportunities and ensuring high client retention and renewals.
Proven ability to manage enterprise clients, drive product adoption, and maintain long-term customer relationships.

• Develop deep functional and technical knowledge of Digitap’s product suite.
• Educate and onboard clients, conduct POCs, and ensure smooth implementation.
• Guide clients on product workflows, API integrations, and best practices.

• 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.

• Identify upsell/cross-sell opportunities across KYC, AML, Fraud, Risk APIs, etc.
• Drive renewals, negotiate commercials, and maintain accurate CRM reports.

• 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.

• 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.

• Strong knowledge of SaaS, API-led solutions, digital KYC, fraud tech, and decisioning systems.
• Hands-on experience with API testing tools (Postman, REST Assured).
• Understanding of REST APIs, SOAP services, and basic programming concepts.
• Familiarity with BI tools and data-driven analysis.

• Excellent communication, presentation, negotiation, and relationship management.
• Analytical, proactive, customer-first mindset.
• Strong ownership, independence, and problem-solving abilities.

• Any Graduate / Postgraduate