Assistant Manager - Customer Success

LeadSquared; Mumbai; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

LeadSquared is seeking a Customer Success professional to own and grow a BFSI portfolio in Mumbai. You will cultivate deep client relationships, drive adoption across loan and policy workflows, and coordinate with cross-functional teams to deliver measurable value.

You will engage CXOs and risk/compliance leaders, monitor CS metrics, and stay ahead of regulatory changes to optimize retention and satisfaction.

Qualifications

• Experience in a client-facing role—customer success, account management, or similar, ideally with BFSI clients.
• Understanding of the lending or insurance lifecycle—origination, underwriting, disbursement, renewals, or policy issuance.
• Strong stakeholder management skills—engage CXOs, credit/risk heads, and compliance decision-makers.
• Solid understanding of CS metrics: CSAT, NPS, adoption, retention, and health scoring.
• Excellent communication and problem-solving skills—confident and consultative, especially on compliance-sensitive topics.
• Ability to manage multiple BFSI accounts simultaneously without dropping the ball.
• Experience in a fast-paced, cross-functional environment.

Responsibilities

• Build and own deep, trusted relationships with key BFSI accounts—banks, NBFCs, housing finance companies, insurers, and digital lenders.
• Drive adoption of LeadSquared across the loan/policy lifecycle—lead capture, underwriting handoffs, disbursement tracking, renewals, and collections workflows.
• Be the primary point of contact for BFSI clients, engaging credit, risk, operations, and compliance stakeholders as well as business leadership.
• Conduct regular business reviews and success planning sessions with senior stakeholders, framed around BFSI outcomes.
• Act as the voice of the BFSI customer internally—collaborate with product, sales, and delivery on domain needs.
• Proactively identify risks—including regulatory changes—and implement strategies to maintain high retention.
• Track and improve CSAT, NPS, adoption, and engagement metrics across your BFSI portfolio.
• Stay current on BFSI industry and regulatory developments that could impact customer usage or compliance posture.

Skills

Client-facing experience

Lending or insurance lifecycle

Stakeholder management

CS metrics (CSAT, NPS, retention)

Communication & problem-solving

Multi-account management

Cross-functional collaboration

Job description

• Build and own deep, trusted relationships with key BFSI accounts — banks, NBFCs, housing finance companies, insurers, and digital lenders
• Drive adoption of LeadSquared across the loan/policy lifecycle — lead capture, underwriting handoffs, disbursement tracking, renewals, and collections workflows — ensuring customers realise measurable value
• Be the primary point of contact for BFSI clients, engaging credit, risk, operations, and compliance stakeholders as well as business leadership
• Conduct regular business reviews and success planning sessions with senior stakeholders, framed around BFSI outcomes (TAT reduction, disbursement funnel efficiency, policy conversion, cost-per-acquisition)
• Act as the voice of the BFSI customer internally — collaborate with product, sales, and delivery teams on domain-specific needs (bureau integrations, eKYC/eSign workflows, regulatory reporting requirements)
• Proactively identify risks — including those tied to regulatory changes (RBI/IRDAI guidelines, KYC/AML norms) — and implement strategies to maintain high retention
• Track and improve CSAT, NPS, adoption, and engagement metrics across your BFSI portfolio
• Stay current on BFSI industry and regulatory developments (digital lending guidelines, data localisation, consent-based data sharing) that could impact customer usage or compliance posture

Must Have

• Experience in a client-facing role — customer success, account management, or similar — ideally with BFSI (banking, NBFC, insurance, or fintech lending) clients
• Working understanding of the lending or insurance lifecycle — loan origination, underwriting, disbursement, and collections, or policy issuance and renewals
• Strong stakeholder management skills — comfortable engaging CXOs, credit/risk heads, and compliance decision-makers
• Solid understanding of CS metrics: CSAT, NPS, adoption, retention, and health scoring
• Excellent communication and problem-solving skills — clear, confident, and consultative, especially when navigating compliance-sensitive conversations
• Ability to manage multiple BFSI accounts simultaneously without dropping the ball
• Experience working in a fast-paced, cross-functional environment

Good to Have

• Prior experience with core banking systems, Loan Origination Systems (LOS), or Loan Management Systems (LMS) — e.g., FinnOne, Newgen, Lentra, or similar
• Familiarity with BFSI-specific integrations — credit bureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification, DigiLocker, or eSign
• Awareness of RBI/IRDAI regulatory guidelines relevant to digital lending or insurance distribution
• Familiarity with CRM or customer success platforms — Salesforce, Gainsight, Zoho
• Prior experience in SaaS or technology-driven organisations serving BFSI clients

Why LeadSquared

• One of the fastest-growing SaaS CRM companies — 2,000+ customers, global footprint, with a leading position in BFSI digital lending and insurance CRM
• Real ownership — your work directly impacts loan/policy funnel outcomes and company revenue
• A culture built on empathy, recognition, and genuine investment in people
• 750+ teammates across India, US, Middle East and ANZ