SabPaisa - Manager - Customer Success (4-7 yrs)

We are seeking a dynamic and results-oriented Customer Success Manager (CSM) to join our growing team at SabPaisa.

As a CSM, you will play a critical role in ensuring the success of our clients by delivering outstanding service, driving adoption of our solutions, and ultimately fostering long-term customer relationships.

This is a role encompassing sales, customer service, and consulting functions to ensure clients realize maximum value from our payment solutions.

Key Responsibilities:

- Sales & Account Management: Identify and nurture upsell and cross-sell opportunities within your assigned customer base.

Customer Escalation and Conflict Management:

- Consulting & Strategic Guidance: Provide consultative services to clients, helping them optimize their payment workflows, improve conversion rates, and reduce transaction friction.

- Customer Retention & Relationship Management: Build strong, trusted relationships with key decision-makers at client organizations, acting as a strategic partner.

- Performance Monitoring & Reporting: Track customer health metrics, product usage, and other key performance indicators (KPIs) to measure customer satisfaction and success.

- Collaboration with Cross-Functional Teams: Work closely with the sales, product, and engineering teams to relay customer feedback and drive product improvements.

Qualifications:

- Experience: 4+ years of experience in customer success, account management, sales, or consulting, ideally within the fintech, payments, or SaaS industry.

- Knowledge: Strong understanding of payment gateway solutions, merchant services, and the fintech ecosystem.

- Sales Skills: Proven experience in upselling and cross-selling to existing clients.

- Communication: Excellent verbal and written communication skills, with the ability to present complex concepts in a clear and concise manner.

- Problem-Solving: Strong analytical and troubleshooting skills, with the ability to think critically and solve problems in a fast-paced environment.

- Technical Aptitude: Comfort with technology platforms and the ability to learn and explain new tools quickly.

- Customer-Centric: Passion for delivering exceptional customer experiences and building lasting relationships.

- Education: Bachelor's degree in Business, Finance, Marketing, or a related field is preferred but not required.

Preferred Skills:

- Knowledge of payment processing systems, gateways, and APIs.

- Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.

- Experience with managing customer retention and reducing churn in a subscription-based or SaaS environment.

- Ability to work independently and as part of a cross-functional team.

- Familiarity with industry regulations, such as PCI-DSS, is a plus.