Implementation & Customer Support Lead | 3-5 Yrs | B2B Fintech Startup | SaaS | Bengaluru | Pre

About MetaMorph:

We at MetaMorph, empower startups to scale and innovate by placing people at the center of their strategy. With a proven track record of supporting over 220 startups, we specialize in aligning talent with organizational needs, enhancing employee skills, and transforming employer brands. Our data-driven insights fuel decision-making and provide comprehensive support for both acquisition and being acquired, ensuring you are covered from every angle—360°

About Our Client :

Our client is an AI-powered finance automation platform that streamlines and modernizes financial operations, offering a unified solution integrating bill payments, smart banking, AI-driven accounting, expense management, and treasury service.

What you'll get to do in this role:

● Lead end-to-end implementation for new customers, ensuring a smooth and timely go-live.

● Manage and mentor a team of Implementation & Support Associates, driving high-quality execution.

● Own customer support operations, ensuring best-in-class response and resolution times.

● Act as the primary escalation point for complex customer issues and drive timely resolutions.

● Build scalable onboarding, support, and operational playbooks as the company grows.

● Partner with Product and Engineering to resolve customer issues and influence the product roadmap.

● Track and improve key operational metrics such as implementation timelines, SLA adherence, CSAT, and resolution time.

● Identify opportunities to automate workflows and leverage AI to improve customer operations.

● Lead customer change management to drive stakeholder alignment, support adoption, and a successful go live.

● Collaborate closely with Sales and Customer Success to ensure seamless customer handoff s and adoption.

We're looking for someone who

● Has 3-5 years of experience in SaaS implementation, customer support, solutions engineering, or customer operations.

● Has managed customer-facing teams and enjoys coaching and developing people.

● Is highly organized and can manage multiple implementations and priorities simultaneously.

● Is technically curious and comfortable troubleshooting product, ERP, Bank and integration-related issues.

● Has exceptional communication and stakeholder management skills.

● Takes ownership, thrives in a fast-paced startup environment, and enjoys solving customer problems.

● Experience with ERP systems, finance workflows, or B2B SaaS products is a strong plus.