Customer Success Manager (CSM)

We are looking for an experienced and proactive Customer Success Manager (CSM) to join our team at Credgenics. The CSM will act as the primary point of contact for our clients, ensuring their success with our platform and driving adoption, satisfaction, and retention.

Key Responsibilities:

• Act as the primary liaison between Credgenics and assigned clients, building trust and long-term relationships with key stakeholders.

• Facilitate seamless onboarding of new clients and conduct training sessions on the platform's features.

• Drive product adoption by aligning client goals with platform capabilities; monitor usage and address concerns proactively.

• Identify upselling and cross-selling opportunities, working closely with the sales team.

• Act as the voice of the customer, sharing feedback with product teams and advocating for timely issue resolution.

• Analyze client success metrics (ROI, adoption rates) and prepare periodic business reviews.

• Proactively identify risks like dissatisfaction or reduced usage and develop mitigation strategies.

Requirements:

• Bachelor's degree in business, finance, technology, or related field.

• 3+ years of experience in customer success, account management, or a similar client-facing role in SaaS, fintech, or technology sectors. Experience in banking/NBFC space is a plus.

• Exceptional communication, interpersonal, and presentation skills.

• Strong problem-solving and conflict-resolution abilities.

• Analytical mindset with experience using data to drive decisions.

• Proficiency in CRM and customer success tools.