Enterprise Customer Success Manager

Cashfree PaymentsBengaluru, Republic Of India, IN

1 day ago

Job description

About the Role

As Manager – Enterprise Farming (Emerging Business) , you will spearhead initiatives to grow and retain existing enterprise and large-merchant accounts within the Emerging Business vertical. Your focus will be on deepening relationships with current customers rather than new acquisition (“farming” vs. “hunting”). You will identify upsell and cross-sell opportunities, design account growth plans, drive expansion, and ensure customer satisfaction.

This role requires a strong understanding of enterprise payments, customer lifecycle management, and collaboration with cross-functional teams—including Product, Operations, Partnerships, and Marketing—to deliver exceptional value and achieve revenue targets.

Key Responsibilities

Manage and grow relationships with existing enterprise and emerging business customers in the payments ecosystem.
Own account plans for key customers, including segmentation, usage analytics, growth potential, and revenue forecasting.
Identify and execute upsell / cross-sell opportunities (e.G., new product modules, premium offerings, new geographies, or verticals).
Build and maintain a robust expansion pipeline : track opportunities, forecast accurately, and collaborate with internal stakeholders.
Ensure customer satisfaction and retention by acting as the primary point of contact for strategic accounts.
Partner with clients to uncover new payment use-cases, understand their evolving business needs, and tailor Cashfree’s solutions accordingly.
Standardize and implement best practices in account management, retention, and customer engagement.
Monitor industry and competitor trends to inform and refine farming strategies.
Coordinate closely with cross-functional teams (Product, Operations, Finance, Legal) to ensure seamless onboarding and product adoption.
Drive revenue growth targets across your account portfolio — including YoY growth, ARPA (Average Revenue Per Account) uplift, and churn reduction.
Conduct and present regular business reviews (quarterly / annual) with key customers and internal leadership.
Mentor and guide junior team members on account management practices (if applicable).

Required Skills & Experience

Experience : 5–9 years of relevant experience in account management, relationship management, or customer success within Fintech, Payments.

Proven experience managing enterprise or large merchant accounts, demonstrating measurable revenue growth and retention.

Strong understanding of the payments industry — including payment gateways, merchant acquiring, payouts, and enterprise payment solutions.

Ability to understand and communicate effectively with merchants, platforms, and fintech ecosystem partners.

Excellent interpersonal and stakeholder management skills — adept at building relationships with senior decision-makers.

Strong product and business acumen — capable of positioning payment solutions to meet client needs strategically.

Analytical mindset with the ability to interpret data, forecast revenue, and identify insights for account expansion.

Excellent communication and presentation skills (both written and verbal).

Highly organized and self-driven, with the ability to manage multiple accounts and priorities simultaneously.

Comfortable working in a fast-paced, growth-oriented fintech environment.

Good to have :

Prior experience in payment gateway sales or enterprise merchant management .

Experience in a fintech startup or scale-up environment.

Exposure to new business verticals or regional expansion initiatives.

Experience with cross-selling payment value-added services (e.G., fraud prevention, analytics, banking integrations).

Understanding of India’s payment regulatory landscape.

MBA or equivalent business qualification.

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Manager Enterprise • Bengaluru, Republic Of India, IN