Assistant Manager - Customer Success

LeadSquared; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

LeadSquared is seeking a results-driven Customer Success professional in Mumbai to own a portfolio of BFSI accounts, including banks, NBFCs, insurers, and digital lenders.

You will drive adoption of LeadSquared across loan and policy lifecycles, engage CXOs and risk/compliance leaders, and conduct regular business reviews to demonstrate value.

The role focuses on CSAT/NPS tracking, risk mitigation, and staying aligned with RBI/IRDAI guidelines to maintain high retention.

Qualifications

• Experience in a client-facing role with BFSI clients (banking, NBFC, insurance, or fintech lending)
• Working understanding of lending or insurance lifecycle – origination to renewal/collections
• Strong stakeholder management, comfortable engaging CXOs, risk heads & compliance decision-makers
• Solid CS metrics knowledge: CSAT, NPS, adoption, retention & health scoring
• Excellent communication and problem-solving skills, especially in compliance-sensitive conversations
• Ability to manage multiple BFSI accounts simultaneously in a fast-paced, cross-functional environment

Responsibilities

• Build deep, trusted relationships with BFSI accounts
• Drive adoption of LeadSquared across loan/policy lifecycles
• Be primary contact for BFSI clients incl. executives
• Lead regular business reviews and success plans with senior stakeholders
• Voice BFSI needs to product, sales, and delivery teams
• Proactively identify regulatory risks and retention strategies
• Track CSAT, NPS, adoption, and engagement metrics
• Stay current on BFSI regulations impacting usage or compliance

Skills

Client-facing experience

BFSI client experience

Lending lifecycle understanding

Stakeholder management

CS metrics expertise

Communication & problem-solving

Multitasking across accounts

Cross-functional environment

Job description

What You'll Own

• 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.