Senior Associate - Customer Success

Key Responsibilities

1. Customer Go-Live & Implementation Management: 

• Own and support customer onboarding and implementation activities for assigned banking / fintech partners.  

• Participate in implementation and project governance calls with clients, partners, and internal teams.  

• Track key project milestones, dependencies, blockers, and risks to ensure timely go live.  

• Ensure timely revenue enablement for newly launched customers.  

2. Customer Success & Relationship Management: 

• Act as the day-to-day point of contact for customer operational queries and implementation support needs.  

• Build strong working relationships with client stakeholders and implementation partners.  

• Ensure seamless customer experience during onboarding and post go-live stages.  

• Proactively manage customer expectations and communicate project updates clearly.  

3. Cross-Functional Stakeholder Coordination: 

• Collaborate closely with:  

• Implementation Engineers  

• Product Teams  

• Engineering Teams  

• Internal Customer Success stakeholders  

• External implementation partners / clients  

• Ensure timely follow-ups and resolution of open action items.  

4. Technical Troubleshooting & Escalation Support: 

• Support implementation engineers in troubleshooting product, technical, and functional issues.  

• Coordinate resolution of escalated support tickets and client-reported issues. 

• Understand customer workflows, API / integration dependencies, and implementation challenges.  

• Ensure timely incident response and closure within defined SLAs.  

5. Documentation & Process Excellence: 

• Maintain implementation trackers, project status reports, MOMs, and escalation logs.  

• Document solutions, incident learnings, and contribute to process / knowledge base improvements.  

• Ensure strong operational rigor and reporting hygiene.  

6. Revenue & Billing Support: 

• Support monthly billing validation to ensure all newly launched clients are accurately captured.  

• Identify missed revenue opportunities / billing gaps and coordinate corrective actions.  

• Assist in revenue analysis and reporting for business reviews and internal insights. 

Skills

Customer / Program Skills: 

• Strong customer-facing communication and stakeholder management skills. 

• Ability to manage multiple priorities, deadlines, and cross-functional dependencies.  

• Strong ownership mindset with ability to work independently.  

• Comfortable working in high-pressure, fast-paced environments.  

• Strong attention to detail and problem-solving ability.  

Technical / Functional Skills: 

• Good understanding of SaaS implementation / customer success workflows.  

• Basic understanding of APIs, integrations, ticketing systems, and support processes.  

• Ability to understand technical discussions and coordinate issue resolution.  

• Knowledge of SLAs, escalations, and support lifecycle.  

Tools / Systems: 

Preferred exposure to: 

• CRM / ticketing tools (Freshdesk, JSM etc.)  

• Excel / Google Sheets (reporting, billing analysis, trackers)  

• Outlook / Teams / stakeholder collaboration tools

Experience and Qualifications

Mandatory:

2–4 years of experience in:

Customer Success 

SaaS implementation 

Technical account management

Client onboarding / delivery roles  

Preferred Background: 

Experience in:

SaaS / B2B tech companies

Fintech / banking / payments domain

US / global client-facing support environments 

Working Hours

Shift aligned to Indian business hours with required overlap with US client working hours for collaboration and customer interactions.
Flexibility to take US client calls from home beyond standard office hours, especially for critical discussions, escalations, or stakeholder alignment.
Willingness to support high-priority customer incidents outside regular hours in a hybrid (office + WFH) setup.
Comfortable operating in ambiguity within a high-ownership role that directly impacts customer success and revenue outcomes.