Role: Senior Customer Support Manager

Function: Customer Success

Location: Bengaluru

Type: Full-time

Industry: FinTech, RegTech, Enterprise SaaS

About Company

A Bengaluru-based enterprise tech startup transforming India's digital landscape through paperless solutions. The company serves over 1,500 enterprises and 100 million users with regulatory-compliant tools.

Founded in 2016, the company specializes in digital identity verification, e-signing, and payment automation. The team values speed, innovation, and deep thinking while tackling challenges like modernizing outdated workflows and managing identity at scale.

Position Overview

You'll own all post-sales support for enterprise clients, directly impacting customer retention and business growth across fintech companies and traditional banks. You'll manage high-stakes escalations while ensuring SLA compliance and driving seamless customer experiences that support contract renewals. Your work will involve collaborating closely with Product, Engineering, and Operations teams to resolve complex technical issues for marquee enterprise clients.

Role & Responsibilities

• Own end-to-end post-sales support for enterprise clients ranging from fintech startups to traditional banks
• Manage all customer escalations with complete ownership from identification to resolution and closure
• Ensure strict SLA adherence and proactively communicate status updates to enterprise stakeholders
• Conduct thorough root cause analysis for all issues and transparently communicate fixes to customers
• Support contract renewal processes by maintaining high customer satisfaction and trust
• Collaborate closely with Product, Engineering, and Operations teams to resolve complex technical issues
• Proactively identify potential issues and implement preventive measures to ensure smooth operations

Must Have Criteria

• 4-7 years of experience in post-sales support for B2B SaaS, FinTech, or RegTech companies
• Proven experience managing enterprise clients in banking, finance, or fintech domains
• Strong track record of handling customer escalations with complete ownership and closure
• Experience conducting root cause analysis and implementing corrective/preventive actions
• Demonstrated ability to maintain SLA compliance in high-pressure enterprise environments
• Excellent stakeholder communication skills with ability to explain technical issues to business users
• Customer-obsessed mindset with proven ability to drive internal teams toward customer success

Nice to Have

• Experience working with fintech unicorns or high-growth startups like Zerodha, Razorpay, or similar
• Background supporting traditional banking or financial services enterprise clients
• Experience with contract renewal processes and customer success metrics
• Knowledge of regulatory compliance requirements in Indian financial services sector

What We Offer

• Opportunity to work with marquee enterprise clients including fintech unicorns and traditional banks
• Direct impact on customer retention and business growth through exceptional post-sales support
• Dynamic, customer-obsessed culture that values speed, innovation, and meaningful work
• Growth opportunities in a well-funded enterprise tech startup serving 1,500+ businesses
• Exposure to cutting-edge regulatory-compliant digital tools and identity infrastructure