AVP, Customer Success

Position:
AVP, Customer Success: Generative AI SaaS Product

Department:
Customer Success

Reports to:
VP Customer Success / Co-founder

Location:
Bangalore

Job Type:
Full-time

About AbleCredit
AbleCredit has built a foundational AI platform to help BFSI enterprises reduce OPEX by up to 70% by powering workflows for onboarding, claims, credit, and collections. Our GenAI model achieves over 95% accuracy in understanding Indian dialects and excels in financial analysis.

The company was founded in June 2023 by Utkarsh Apoorva (IIT Delhi, built Reshamandi, Guitarstreet, Edulabs); Harshad Saykhedkar (IITB, ex-AI Lead at Slack); and Ashwini Prabhu (IIML, co-founder of Mythiksha, ex-Product Head at Reshamandi, HandyTrain).

Position Summary
You will be responsible for driving customer outcomes, retention, and expansion by owning the post-sales relationship with enterprise clients across Banks and NBFCs. This includes onboarding, workflow mapping, driving adoption, resolving escalations, and ensuring that customers achieve measurable business impact through our Generative AI products. You will collaborate closely with Product, Delivery, and Sales teams to create a seamless customer experience.

What You Will Do

• Enable Banks and NBFCs to transform their credit, risk, and operations workflows using AbleCredit's Generative AI systems across voice, vision, and language automation.
• Lead the end-to-end onboarding journey for enterprise customers, ensuring smooth implementation, configuration, and go-live.
• Understand customer credit, underwriting, risk, operations, and collection workflows; identify where AI can improve efficiency, reduce costs, or increase throughput.
• Drive product adoption by defining success plans, usage targets, and measurable business outcomes for each customer.
• Build strong relationships with CXOs, risk heads, credit heads, and ops leaders to position AbleCredit as a strategic partner.
• Proactively engage customers through regular reviews, performance insights, and value-realization sessions.
• Own renewal strategy and collaborate with Sales on upselling and expansion opportunities.
• Act as the primary escalation point for customer issues; work with Delivery / Product to ensure timely resolution.
• Monitor account health using product analytics; identify churn risks early and execute recovery plans.
• Gather product feedback from customers and work closely with Product teams to influence roadmap direction.
• Develop playbooks and repeatable processes for onboarding, support, and customer lifecycle management.
• Mentor junior Customer Success Managers and help scale the function as the customer base grows.
• Stay updated on digital lending, AI automation trends, risk frameworks, and compliance norms within BFSI.

You Should Have

• 7–12 years of experience in Customer Success or Delivery roles for enterprise SaaS, preferably in BFSI.
• Mandatory experience working with Banks, NBFCs, or Financial Institutions—either as a vendor or within their digital/credit/risk teams.
• Strong understanding of lending workflows: credit underwriting, KYC, risk operations, collections, or loan lifecycle management.
• Experience driving adoption of complex enterprise SaaS or AI/analytics products.
• Excellent communication, program management, and executive stakeholder management skills.
• Ability to translate customer problems into product workflows and measurable value.
• A proactive problem-solver with the ability to navigate ambiguity and manage cross-functional dependencies.
• Ambition to grow into a senior Customer Success Leader role.

Skills:- Customer Success