Customer Success Manager

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 : 2.5+ 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

Track 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.

3. Process Building & Scale

Design and implement scalable processes to streamline CS workflows, reporting, and customer engagement.

Build playbooks for account expansion, ROI measurement, and customer health monitoring.

4. Team Leadership & Enablement

Mentor and train Customer Success Associates (CSAs) to handle Stage 1 support.

Act as an escalation point for complex customer situations.

5. Strategic Exposure

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.

What We’re Looking For

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.

What We Offer

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.

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.