Manager - Customer Success · Bengaluru

Setu provides financial infrastructure and API solutions to power next-generation fintech products, seeking an experienced Customer Success Manager to lead adoption, retention, and client satisfaction.

Key Responsibilities

• Lead and execute customer success initiatives to drive sustained platform adoption and high client satisfaction.
• Serve as the dedicated trusted advisor and strategic point of contact for enterprise clients and partners.
• Facilitate smooth client onboarding and API integration workflows alongside solutions engineering teams.
• Conduct regular business reviews and present product usage insights and health metrics to executive stakeholders.
• Identify and nurture platform expansion, upselling, and cross-selling opportunities across key accounts.
• Monitor API transaction volumes, product usage trends, and customer health scores to proactively prevent churn.
• Synthesize client feedback and partner requirements to influence the core product and engineering roadmaps.
• Partner with technical support teams to resolve complex client escalations within defined SLAs.
• Develop scalable customer success playbooks, communication templates, and onboarding guides.
• Track, measure, and report on primary CS KPIs including Net Revenue Retention, CSAT, and NPS.