Customer Success Specialist

20 hours ago

Bengaluru, Karnataka, India Digitap Enterprise Solutions Full time

Job Title: Customer Success Specialist

Location: Mumbai

Industry: IT Services & Consulting (Fintech / SaaS)

Employment Type: Full-Time, Permanent

About Us: DIGITAP.AI is an Enterprise SaaS company providing high tech advanced AI / ML, Alternate Data Solutions to new age internet driven businesses for reliable, fast and 100% compliant Customer Onboarding, Alternate Data Solutions for Automated Risk Management and other Value Added Services. Our proprietary Machine Learning Algorithms and Modules provide one of the best success rates in the market. We working with the top digital lenders of India & the team brings together deep and vibrant experience in Fintech Product & Risk Management, Fraud Detection and Risk Analytics.

Role Overview

The Customer Success Specialist will drive client adoption of Digitap's SaaS products, ensure smooth onboarding, strengthen enterprise relationships, and expand revenue through upsell/cross-sell. The role requires strong technical understanding of APIs and fintech workflows, excellent client management skills, and the ability to deliver strategic insights that improve customer ROI.

Experience Required

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.

Key Responsibilities

Client Onboarding & Adoption

  • 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.

Client Relationship & Account Management

  • 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.

Upsell, Cross-Sell & Revenue

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

Performance Analysis & Insights

  • 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.

Issue Resolution & Technical Consulting

  • 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.

Skills & Qualifications

Technical Skills

  • 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.

Soft Skills

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

Education

  • Any Graduate / Postgraduate

Key Skills

Customer Success, Account Management, Client Interaction, Technical Marketing, Business Analysis, Requirement Gathering, API Knowledge, Renewal & Revenue Management.

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