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Senior Customer Success Manager
FundamentoNew Delhi, Delhi, India9 days ago
Job descriptionTrack account health using data-driven insights across adoption, usage, billing, NPS, and engagement. Proactively identify risks, resolve issues, and ensure renewals and long-term retention. Build strong stakeholder relationships to deepen customer trust and advocacy. Design and implement scalable processes to streamline CS workflows, reporting, and customer engagement. Build playbooks for account expansion, ROI measurement, and customer health monitoring. Mentor and train Customer Success Associates (CSAs) to handle Stage 1 support. Act as an escalation point for complex customer situations. Work closely with the senior leadership & founders on enterprise-wide initiatives and CXO-facing projects. Share customer insights to influence Fundamento’s AI product roadmap. 4–7 years of experience in Customer Success, Account Management, or Enterprise Relationship roles. Strong data analytical skills (Excel / Google Sheets; comfort with dashboards, pivot tables, reporting). Proven track record in account expansion, ROI delivery, and quality management. Background in FinTech or SaaS (preferred). Excellent Communication – fluent, confident, and persuasive in enterprise settings. Managerial experience – mentoring or leading junior team members. Flexibility – comfortable with customer schedules requiring non-standard hours. High-Impact Work : Directly shape how some of India’s top lenders engage with millions of customers through AI voice agents. Ownership & Autonomy : Take charge of enterprise account growth and success, driving adoption and measurable outcomes with full accountability. Learning & growth : Annual learning allowance of ₹10,000+, mentorship, and hands-on AI exposure. Flexibility : WFH options twice a month, flexible hours, and competitive appraisal hikes.
Backed by Google and fresh off our Pre-Series A fundraise, Fundamento is now expanding its Customer Success team in Delhi.
💻 Position : Customer Success Manager
📍Location : Delhi
🗓️ Working Days : Monday to Friday
📌 Experience Required : 3-5 years
About Fundamento
We’re on a mission to reinvent how enterprises talk to their customers.
At Fundamento, we’re building voice agents that are transforming how India’s biggest lenders- like IIFL, Paytm, Hero FinCorp, Shriram Finance and Jio Financial Services- talk to their customers. Backed by Google, led by experienced entrepreneurs (Harvard, Oxford, Booth Alumni), and trusted by the financial service giants- this is your chance to work at the heart of AI revolution.
Role Overview
As a Customer Success Manager at Fundamento, you’ll drive value for enterprise clients, unlock growth within accounts, and build scalable systems to elevate customer experience- while mentoring the team and working closely with leadership.
Key Responsibilities
1. Account Growth & Expansion
- Manage 6–8 enterprise accounts, acting as the primary point of contact and trusted advisor.
- Drive account expansion through upselling, cross-selling, and increasing adoption.
- Deliver measurable ROI for customers by aligning Fundamento’s AI solutions with their business goals.
- Maintain strong quality standards and ensure SLAs are consistently met.
2. Customer Success & Retention
3. Process Building & Scale
4. Team Leadership & Enablement
5. Strategic Exposure
What We’re Looking For
What We Offer
Join us at Fundamento to shape the future of AI-powered enterprise conversations. Be part of a team where AI, strategy, and customer impact come together—and where your work drives real change for some of India’s leading financial institutions.
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Customer Manager • New Delhi, Delhi, India
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