Manger - Customer Success

Title: Manager - Customer Success

About Us:

Setu is reimagining the digital financial future of India. Our products power onboarding, payments, lending, deposits, and financial data flows for dozens of businesses, making complex journeys simple, secure & scalable.

Importance of the role At Setu, our largest accounts are not just customers—they are long-term partners who shape how India’s financial infrastructure evolves. As more enterprise-scale customers come in through Sales, the success of these relationships depends on proactive stewardship, strong commercial understanding, and a deep appreciation of their business goals. This role is critical in:

● Owning and growing strategic accounts that anchor Setu’s long-term revenue.

● Ensuring post-sales success through seamless implementation, governance, and ongoing value delivery.

● Acting as the voice of the customer internally—driving product, risk, operations, and engineering alignment.

● Protecting and strengthening the trust that enterprise partners place in Setu. You will directly influence customer outcomes, renewal health, incremental revenue, and our reputation in the market. What will you do at Setu? In this role, you will own and grow our largest enterprise accounts, ensuring they derive sustained value from Setu’s products. You will:

● Own & Grow Large Enterprise Accounts — serve as the primary relationship owner for high-value accounts acquired by Sales, building multi-level stakeholder relationships, driving account planning, and ensuring sustained value delivery through structured governance, QBRs, and long-term roadmaps. You will own revenue outcomes for your portfolio by proactively identifying and converting cross-sell and upsell opportunities, expanding product adoption, and driving long-term account growth. You will lead commercial conversations end-to-end and ensure sustained Net Revenue contribution from each strategic account.

● Deliver Value & Drive Adoption — develop a deep understanding of each customer’s business model and product flows, mapping Setu’s APIs and solutions to their needs while ensuring seamless adoption.

● Project & Escalation Management — steer complex integrations and ongoing deliveries by coordinating across teams, ensuring clarity of timelines and responsibilities.

● Be the customer champion — represent the voice of the customer within Setu, sharing insights and feedback that shape product roadmaps and organisational priorities. Through standardising enterprise relationship best practices and continuously improving internal processes, you will help elevate how Setu engages and delivers for large customers at scale.

● Track and deliver outcomes — manage revenue targets, maintain healthy pipeline hygiene, and report progress with clarity and ownership.

● Represent Setu with credibility — embody our consultative, problem-solving approach in every client interaction. Who is the right fit for this role? To excel in this role, you will need—

● Experience in Banking, NBFCs, Fintech, or Credit Bureau ecosystems.

● Strong exposure to regulated environments, including compliance processes and audit requirements.

● Proven experience managing large enterprise accounts.

● Empathy: We operate with a profoundly consultative approach. Empathy for the partner is a crucial requirement for this role. Asking relevant questions to understand their needs and motivations is critical. Making them feel heard can make all the difference between a transactional relationship and a true long-term partnership.

● Exceptional storytelling skills in both verbal and written form. Stories are the most effective way to communicate complex ideas. Your ability to craft compelling stories in the form of case studies will mean you close deals faster since your customers will understand the value proposition better. ● A burning desire to learn and develop deep fintech expertise. Upselling API infrastructure is a lot harder (and more rewarding) than selling cashbacks. You will need to know about:

How financial products work: You’re aware of how financial products are sold to large enterprises.

Architecture of legacy systems: In order to educate customers on how we can dramatically improve their business, you must first know where existing systems are broken.

Hands-on experience in solution-based sales and a deep understanding of APIs.

Deep understanding of industry workflows such as customer onboarding, KYC, loan operations, wealth operations, e-mandates, payouts, and CMS.

● Agility and flexibility: Setu provides many solutions. You might walk into a conversation planning to sell a particular product, but your conversations might reveal a different and more pressing customer need. At that moment, you must have the presence of mind to alter your sales pitch to address that need and the pitch materials ready to go. 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 growth. So we work hard to provide you with—

Exposure to other verticals such as product, engineering, legal, etc.

A fully stocked library and unlimited book budget.

Tickets to conferences and industry events.

Fortnightly learning sessions where we invite both team members and external experts to teach you something new.

Learning and development allowance that gives access to subscriptions, courses, certifications, music classes, and much more. Grow, learn, and improve with Setu

● Kick-ass benefits including comprehensive health insurance for you and your family, personal accident and term life insurance, access to mental health counsellors, extraordinary coffee, and a beautiful office with lots of solid wood and natural light.

● We work hard to make sure our team is diverse and varied. We interview and hire purely on merit, skill, and competence—everything else is irrelevant. Join us if you want to be part of a company that’s building infrastructure that will directly impact f inancial inclusion and improve millions of lives. No cashbacks, no growth-hacks, no bullshit. Just an audacious mission, and an obsession with craftsmanship in code.