Customer Success Specialist

About the job

We at Setu are looking for those who share our core belief - “Every Day is Game Day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Setu is an acquired entity of Pine Labs, one of the fastest growing fintech companies in India and rapidly expanding its footprint in Asia, UAE, and the US. At Pine Labs, we’re looking for those who share our core belief—‘Every Day is Game Day’. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Importance of the role

You will live and breathe the maxim “Our customer’s success is our success” as the dedicated

CSM for one of our most strategic accounts — a large financial institution. You will be responsible

for independently managing and growing customer relationships, driving engagement, and

maximizing the usage of Setu's products and services.

This includes owning the end-to-end relationship with the customer, ensuring retention,

adoption of new features and products, and sustained growth with minimal dependency on the

customer’s internal teams. You will work closely with customer stakeholders and business

leaders, while also serving as the internal advocate for Setu’s solutions.

What will you do at Setu?

Your primary responsibility in this role will be to manage Setu’s relationship with a key banking

customer.

● You will work out of Mumbai, closely liaising with customer teams while also

directly managing and scaling customer activities.

● Serve as the single point of contact between Setu and the customer for all

operations, building trust with their teams and ensuring smooth execution.

● Conduct workshops and walkthroughs for customer teams and key users on

new product capabilities.

● Assist in preparing GTM documentation, FAQs, and product SOPs for the

customer’s teams and internal stakeholders.

● Provide ground feedback from the customer to Setu’s product and business

teams, influencing the roadmap for existing and new products.

● This is a long-term engagement role. You will own growth, retention, and

reporting for the customer continuously.

Who is the right fit for this role?

To excel in this role, you will need—

● You have impeccable communication skills: You will need to ensure the right

information flows from Setu to the customer at the right time and place. This requires

deep empathy and the ability to navigate complex conversations with ease.

● You are tenacious: Especially when working with complex organizational structures

and multiple teams. You follow through relentlessly to drive usage and resolve issues

with minimal support.

● You have a patient and generous soul: Since you’ll be working with

middle-management in large organizations, you will often spend time coordinating

between functions. This task requires supreme patience and a giving mentality.

● Command over digital payments infrastructure: You have strong knowledge of

digital payments, APIs, and account-based systems. You stay proactive in

understanding how these systems evolve and impact both end-users and enterprise

experiences.

● You are organized and can multitask well: You are capable of managing a large

number of high-value relationships simultaneously, each with their own lifecycle,

volumes, and risks.

● You own customer problems: Since a happy customer is an advocate for life, you do

what it takes to ensure their problems are fixed quickly as well as for the long term.

You are proactive & self-driven to reach your goals.

Why Setu?

We will spare no efforts to ensure that Setu empowers you to do the most important and

impactful work of your career—

● Opportunity to work closely with the founding team who built and scaled public

infrastructure such as UPI, GST, Aadhaar, etc.

● We care deeply about your development. So we work hard to provide you with—

-Exposure to other verticals such as product, engineering, business, etc.

-A fully stocked library and unlimited book budget.

-Tickets to conferences and industry events.

-Weekly learning sessions on Friday where we invite both team members and

external experts to teach you something new.

-Sponsored music classes where you can pick your choice of instrument from

Piano, Guitar, Drums, Violin, Trumpet, and even learn vocals—on the house!

● Attractive compensation. We don’t want money to ever be a worry. So you can focus

on doing your best work.

● Kick-ass benefits including comprehensive health insurance for you and your family,

extraordinary coffee, and a beautiful office with lots of solid wood and natural light.

Qualifications

Fintech

Excellent negotiation and relationship-building skills.

Proficient in data analysis, performance measurement, and strategic planning.

Strong teamwork and independent working abilities in a fast-paced environment.

Outstanding communication skills, both written and verbal, with the ability to influence and engage stakeholders at all levels

Strong people management skills with experience in leading, coaching, and developing teams

Our core DNA

Our culture code—How We Move, defines the behaviour we expect from our people. When you display any of the six culture code elements, you demonstrate ‘Every Day is Game Day’. The six elements of our culture code—

Take the shot:

Sign your work like an artist:

Be the sherpa:

Be the CEO of what you do:

Care with tough love:

Own tomorrow:

Join us if you want to be part of a company that’s building infrastructure that will directly impact financial inclusion and improve millions of lives. No cashbacks, no growth-hacks, no gimmicks. Just an audacious mission, and an obsession with craftsmanship in code.