Customer Success Manager

JD - Customer Success Manager

About Vymo

Vymo transforms how financial institutions manage their distribution networks and collections

operations.Our AI-powered DMS and CMS platform serves 350,000+ users across 70+ global

financial enterprises, enabling banks and insurers to optimize performance across their

distribution channels, and empowering banks to drive operational excellence in collections.

Why Global Leaders Choose Vymo

Vymo partners with financial institutions through a comprehensive solution that combines deep

domain expertise with cutting-edge technology. Our platform's human-centric design, coupled

with enterprise-grade scalability and AI-powered intelligence, delivers measurable business

outcomes while ensuring high user adoption and engagement.

Recognition & Trust

● Backed by $45M+ funding from Peak XV partners (formerly Sequoia), Emergence Capital,

and Bertelsmann Investments.

● Trusted by leading global financial institutions including Berkshire Hathaway, AIA, AXA, SBI

Life, HDFC Bank, Aditya Birla Capital, Tata AIA, ABSLI and many more

● Recognized by Celent in their 2024 Distribution Management Solutions report, with an

Advanced Functionality ranking.

● Featured in Gartner's Market Guide for Sales Engagement Applications and recognized as

a "Strong Performer" in Forrester's Sales Engagement Wave Report.

● Microsoft 'AI for All' award winner for innovation in artificial intelligence

Explore Vymo at

Product:

The evolution of Vymo as a product can be broadly divided into three phases

1. Lead and Activity Management: We provided a mobile-first lead and activity management

tool that enabled large enterprises with distributed field sales teams to digitize their sales

processes and get real time visibility into their team's productivity.

1. Sales Engagement Platform: We built capabilities like nudges, goals, playbooks,

performance dashboards etc that enabled large financial institutions to improve their business

outcomes(faster time to convert, higher sales, increased productivity etc).

1. Distribution Management Platform: We are currently in this phase. With a significant

increase in the number of apps an average seller uses to perform their day-to-day business

activities,financial institutions are looking to consolidate their tech stack. In addition, we realize

that we have an opportunity to become an insurance "core system" by owning the end-to-end

advisor life cycle - recruitment, onboarding, training, selling, engagement and performance

management.

About the Role

We are seeking a Customer Success Manager with a strong technical background, particularly in solutioning, to drive customer success and deliver measurable results. This individual will be deeply engaged in problem-solving, utilizing data insights to guide client decision-making and ensure the successful adoption of our solutions. The ideal candidate should have a passion for customer success, excellent communication skills, and the maturity to handle complex conversations and stakeholder interactions with tact.

Key Responsibilities

• Lead customer relationships, ensuring their success through effective solutioning, value delivery, and strategic guidance.

• Collaborate with internal teams (Product, PreSales, Customer Success) to develop and implement solutions tailored to client needs.

• Leverage data and insights to identify opportunities for optimization, driving client adoption, and success across all touchpoints.

• Manage the full customer lifecycle, focusing on account growth, retention, and ensuring KPIs (Adoption, CSAT, NPS) are met.

• Engage with clients on technical and strategic matters, offering clear, actionable insights that empower them to make informed decisions.

• Own the success of client projects, working closely with Customer Success Managers (CSMs) and cross-functional teams to resolve issues and exceed expectations.

• Develop and execute customer success strategies to align with business goals, ensuring both the customer and Vymo achieve their desired outcomes.

• Provide leadership in client discussions, balancing technical expertise with customer needs, and driving business value in every interaction.

• Use a data-driven approach to track, analyze, and communicate progress toward customer objectives, using insights to refine strategies as necessary.

• Serve as the escalation point for any project-related issues, ensuring quick resolution and maintaining customer satisfaction.

Requirements

• 6+ years of experience in Account Management, Customer Success, or similar roles with a focus on solutioning and technical engagement.

• Strong technical acumen with a deep understanding of solutions and products, and a passion for problem-solving.

• Proven experience in driving customer success and retention through solution-oriented conversations and strategy execution.

• Comfortable using data to drive decisions, with the ability to analyze trends and present actionable insights.

• Excellent communication skills, with the ability to lead client conversations, demonstrate maturity, and approach situations with tact and professionalism.

• Previous experience in a Customer Success role is preferred, but not mandatory if you have a strong background in technical account management.

• A proactive mindset with the ability to engage customers in a consultative manner and guide them to successful outcomes.

• Strong team collaboration and leadership skills, with the ability to influence and drive results across different functions.

• Ability to thrive in a fast-paced environment, juggling multiple priorities while maintaining a client-first approach.