Customer Success Manager

2 weeks ago

Pune, Maharashtra, India Opus Technologies Full time ₹ 5,00,000 - ₹ 8,00,000 per year

Role Overview

We are seeking a seasoned Customer Success Manager to lead strategic client relationships, drive adoption of Optimus solutions, and ensure long-term customer satisfaction and retention. The ideal candidate brings deep experience in enterprise SaaS, fintech, or financial services, thrives in a fast-paced, data-driven environment, and excels at balancing commercial outcomes with trusted advisory.

Key Responsibilities

Client Success Ownership

  • Manage a portfolio of high-value enterprise clients across banks, PSPs, and large merchants.
  • Lead onboarding, adoption, and ongoing engagement to ensure customers achieve measurable outcomes with Optimus.

Strategic Growth

  • Identify and execute on cross-sell and upsell opportunities (e.g., new connectors, compliance modules, analytics features).
  • Partner with Sales to drive renewals and expansion revenue.

Lifecycle Management

  • Design and execute proactive engagement, renewal strategies, and retention initiatives.
  • Monitor customer health scores, usage metrics, and satisfaction trends to mitigate churn risk early.

Insight-Driven Engagement

  • Use data analytics to identify adoption gaps, reconciliation bottlenecks, and compliance risks.
  • Recommend solutions that enhance operational efficiency and customer ROI.

Stakeholder Collaboration

  • Partner with Product, Engineering, and Delivery teams to align customer needs with roadmap priorities.
  • Act as the voice of the customer in shaping product evolution.

Process Optimization

  • Continuously refine onboarding, training, and support workflows to shorten time-to-value.
  • Drive repeatable success playbooks for enterprise-scale deployments.

Customer Advocacy

  • Build and maintain trusted executive relationships with CFO, COO, and Risk/Compliance leaders.
  • Develop referenceable customers, case studies, and advocacy programs.

Qualifications

  • 12+ years of experience in Customer Success, Account Management, or Client Services in SaaS, fintech, or enterprise technology.
  • Proven success managing large enterprise accounts and driving measurable outcomes (retention, NPS, expansion revenue).
  • Strong understanding of financial operations, reconciliation, and digital finance transformation.
  • Executive-level communication, presentation, and stakeholder management skills.
  • Proficiency with CRM tools (Salesforce, HubSpot) and CS platforms (Gainsight, Totango, Planhat).
  • Analytical and data-driven mindset; able to interpret dashboards and translate insights into strategy.
  • Bachelors degree in Business, Finance, or related field; MBA preferred.

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