Role: Senior Account Manager

Function: Customer Support

Location: Bangalore

Type: Full-time

Compensation: Not specified

Industry: B2B SaaS, FinTech, RegTech, Enterprise Tech Support

About Company

A Bengaluru-based enterprise tech startup specializing in paperless digital solutions for India's digital transformation. The company serves over 1,500 enterprises and 100 million users with digital identity verification, e-signing, and document automation.

Founded by experienced tech leaders from Flipkart and Twitter, the company is backed by Groww and Rainmatter. The team of 90 focuses on regulatory-compliant solutions for banking, finance, and government sectors.

Position Overview

You will own customer escalations and support execution end-to-end, acting as the internal voice of the customer across Product, Engineering, Sales, and Operations. This role sits at the intersection of customer trust and execution discipline, where your ability to fix problems and enforce ownership directly impacts customer retention, brand reputation, and internal execution rigor. You'll drive accountability and closure across all teams, ensuring no open loops or vague timelines frustrate customers.

Role & Responsibilities

• Represent customer pain internally with urgency and clarity
• Translate customer emotion into structured problem statements and impact analysis
• Create visible pressure across Slack, Jira, email, and reviews to drive action
• Own critical and high-severity customer escalations from identification to closure
• Enforce clear ownership, timelines, and outcomes across all escalations
• Follow up relentlessly until closure with no open-ended issues
• Escalate directly to leadership when required
• Own core support metrics alongside escalations
• Ensure SLA adherence and operational discipline
• Identify risks early before they turn into escalations
• Drive execution across Product, Engineering, Sales, Finance, Compliance, and Operations
• Push back on vague responses and slipping timelines
• Act as a problem fixer and enforcer, not a messenger
• Identify recurring issues and systemic gaps
• Drive RCAs with corrective and preventive actions
• Reduce repeat escalations through structural fixes
• Maintain escalation trackers, ownership maps, and SLA dashboards
• Enforce review cadence and publicly close loops
• Act as the single point of confidence for escalated customers
• Communicate clearly, honestly, and with authority
• Ensure customers feel heard, prioritized, and respected

Must Have Criteria

• 4-7 years of experience in FinTech, RegTech, or B2B SaaS support
• Hands-on experience managing enterprise and regulated clients
• Proven ability to handle high-pressure escalations
• Strong stakeholder management with ability to push without authority
• Excellent written and verbal communication skills
• Hands-on experience with tools like Jira and Slack
• Closure-driven mindset that hates loose ends
• Hunter mindset - proactive, persistent, and relentless
• High ownership treating customer pain as personal
• Bias for action over perfect information
• Comfortable being unpopular to do the right thing