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Head of Customer Success

2 weeks ago

Mumbai Metropolitan Region, India FinBox Full time ₹ 12,00,000 - ₹ 36,00,000 per year

FinBox: Where Fintech Meets Fun
Welcome to FinBox, the buzzing hive of tech innovation and creativity

Since our inception in 2017, FinBox has built some of the most advanced technologies in the financial services space that help lenders like Banks, NBFCs and large enterprises build and launch credit products within a matter of days, not months or years. FinBox is a Series A funded company which is expanding globally with offices in India, Vietnam, Indonesia and Philippines.

Our vision is to build the best-in-class infrastructure for lending products and help Banks & Financial Services companies across the world scale and launch credit programs that set a new standard in the era of digital finance. So far, we've helped our customers disburse Billions of Dollars in credit across unsecured and secured credit including personal loans, working capital loans, business loans, mortgage and education loans. FinBox solutions are already being used by over 100+ companies to deliver credit to over 5 million customers every month.

Why Should You Be a FinBoxer

  • Innovative Environment: At FinBox, we foster a culture of creativity and experimentation, encouraging our team to push the boundaries of what's possible in fintech.
  • Impactful Work: Your contributions will directly impact the lives of millions, helping to provide fair and accessible credit to individuals and businesses alike.
  • Growth Opportunities: We are a Series A funded startup and have ample opportunities for growth, professional development and career advancement.
  • Collaborative Culture: Join a diverse and inclusive team of experts who are passionate about making a difference and supporting one another.

Who's a Great FinBoxer
At FinBox, we're on the lookout for exceptional folks who are all about innovation and impact. If you're excited to shake things up in the banking & financial services world, keep reading

Creative Thinkers:
If your brain is always bubbling with out-of-the-box ideas and wild solutions, you're our kind of person. We love disruptors who challenge the norm and bring fresh perspectives to the table.

Customer Heroes:
Our customers are our champions, and we need heroes who can understand their needs, deliver magical experiences, and go above and beyond to keep them happy.

Team Players:
We believe in the power of "we." If you thrive in a collaborative environment, value different viewpoints, and enjoy being part of a spirited, supportive team, you'll fit right in.

The Role
:We're looking for our first Head of Customer Success to transform how India's largest financial institutions experience B2B fintech partnerships. You'll own the entire post-sales customer journey, building the CS function from the ground up while managing relationships with CXOs at leading banks and NBFCs. This is not a traditional CS role - you'll be equal parts strategist, builder, and trusted advisor to the Indian financial services industry.

What You'll Do
Build the CS Organization

  • Scale and structure the CS team across Mumbai, Bangalore, and NCR
  • Design and implement CS playbooks for enterprise financial institutions
  • Establish CS tech stack and operational infrastructure
  • Create customer health scoring and early warning systems

Own Customer Outcomes

  • Drive significant improvements in Net Revenue Retention
  • Minimize logo churn to industry-leading levels
  • Own and expand renewal pipeline
  • Expand average account value through strategic upsells

Be the Voice of Customer

  • Conduct quarterly business reviews with C-suite at top accounts
  • Partner with Product on roadmap based on customer insights
  • Build Customer Advisory Board with industry leaders
  • Transform customer feedback into product strategy

Strategic Initiatives

  • Create industry-specific solutions for Co-lending, SME lending, personal loans
  • Build partnerships with system integrators (BCG, EY, KPMG, McKinsey)
  • Establish FinBox as thought leader through customer success stories

Must-Haves
What You Bring:

  • Enterprise SaaS experience at high-growth companies
  • Technical product background - comfortable with APIs, integrations, developer tools
  • Financial services exposure - understanding of banking, lending, or payments
  • Team building experience - hired and managed substantial teams, executed succession plans & career roadmaps and mentored and coached team towards it.
  • Metrics-driven approach - deep understanding of NRR, GRR, logo retention
  • Executive presence - comfortable presenting to bank CEOs and boards

Strong Preferences

  • Experience at fintech infrastructure companies
  • Worked with regulated industries (BFSI)
  • Built CS function from scratch or through hypergrowth
  • Experience with both digital-first fintechs and traditional banks
  • Understanding of Indian lending ecosystem (credit bureaus, NBFCs, RBI guidelines)

Nice-to-Haves

  • Network within Indian banking community
  • Experience with usage-based pricing models
  • Technical background or ability to understand complex architectures
  • MBA from tier-1 institution

What We Offer

  • Competitive compensation with cash and equity components
  • Performance-based bonuses
  • Report directly to Co-Founder/CRO
  • Board exposure and investor interactions
  • Build function from scratch with full autonomy
  • Path to Chief Customer Officer role
  • Premium health insurance for family
  • Generous learning budget
  • Travel to global fintech conferences
  • Work with India's smartest engineers and product minds