Senior Customer Success Manager

Backed by Google and fresh off our Pre-Series A fundraise, Fundamento is now expanding its Customer Success team in Delhi.

💻 Position: Customer Success Manager

📍Location: Delhi

🗓️ Working Days: Monday to Friday

📌 Experience Required: 3-5 years

About Fundamento

We’re on a mission to reinvent how enterprises talk to their customers.

At Fundamento, we’re building voice agents that are transforming how India’s biggest lenders- like IIFL, Paytm, Hero FinCorp, Shriram Finance and Jio Financial Services- talk to their customers. Backed by Google, led by experienced entrepreneurs (Harvard, Oxford, Booth Alumni), and trusted by the financial service giants- this is your chance to work at the heart of AI revolution.

Role Overview

As a Customer Success Manager at Fundamento, you’ll drive value for enterprise clients, unlock growth within accounts, and build scalable systems to elevate customer experience- while mentoring the team and working closely with leadership.

Key Responsibilities

1. Account Growth & Expansion

• Manage 6–8 enterprise accounts, acting as the primary point of contact and trusted advisor.
• Drive account expansion through upselling, cross-selling, and increasing adoption.
• Deliver measurable ROI for customers by aligning Fundamento’s AI solutions with their business goals.
• Maintain strong quality standards and ensure SLAs are consistently met.

2. Customer Success & Retention

• Track account health using data-driven insights across adoption, usage, billing, NPS, and engagement.
• Proactively identify risks, resolve issues, and ensure renewals and long-term retention.
• Build strong stakeholder relationships to deepen customer trust and advocacy.

3. Process Building & Scale

• Design and implement scalable processes to streamline CS workflows, reporting, and customer engagement.
• Build playbooks for account expansion, ROI measurement, and customer health monitoring.

4. Team Leadership & Enablement

• Mentor and train Customer Success Associates (CSAs) to handle Stage 1 support.
• Act as an escalation point for complex customer situations.

5. Strategic Exposure

• Work closely with the senior leadership & founders on enterprise-wide initiatives and CXO-facing projects.
• Share customer insights to influence Fundamento’s AI product roadmap.

What We’re Looking For

• 4–7 years of experience in Customer Success, Account Management, or Enterprise Relationship roles.
• Strong data analytical skills (Excel/Google Sheets; comfort with dashboards, pivot tables, reporting).
• Proven track record in account expansion, ROI delivery, and quality management.
• Background in FinTech or SaaS (preferred).
• Excellent Communication – fluent, confident, and persuasive in enterprise settings.
• Managerial experience – mentoring or leading junior team members.
• Flexibility – comfortable with customer schedules requiring non-standard hours.

What We Offer

• High-Impact Work:

  Directly shape how some of India’s top lenders engage with millions of customers through AI voice agents.

• Ownership & Autonomy:

  Take charge of enterprise account growth and success, driving adoption and measurable outcomes with full accountability.

• Learning & growth:

  Annual learning allowance of ₹10,000+, mentorship, and hands-on AI exposure.

• Flexibility:

  WFH options twice a month, flexible hours, and competitive appraisal hikes.

AI, strategy, and customer impact