Client Success Senior Manager

bijlipay; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

bijlipay is seeking a Partner Relationship Manager to own a portfolio of fintech and banking partners from post-signing through ongoing health and growth. You will serve as the primary escalation point across business, product, operations, and compliance, while building executive relationships through regular business reviews.

You will work closely with product, engineering, and operations to translate partner needs into internal requests, and vice versa, ensuring SLA adherence and successful

Qualifications

• Strong experience in client success, key account management, or partnerships within fintech/payments/B2B SaaS.
• Excellent understanding of payment ecosystems: UPI, POS/EDC hardware, merchant acquiring, settlement cycles, KYC/compliance basics.
• Proven ability to manage large, complex partner relationships with multiple internal stakeholders.

Responsibilities

• Own end-to-end relationship health for a portfolio of large fintech/bank partners post-contract signing.
• Serve as the primary escalation point for partner-side stakeholders across business, product, operations, and compliance teams.
• Build and maintain executive-level relationships with partner organizations, including regular business reviews (QBRs).
• Translate partner technical requirements into internal product/engineering asks, and vice versa.
• Track and improve key partner health metrics: activation rates, onboarding TAT, transaction volumes, and churn.
• Coordinate with compliance and risk teams on audits, KYC escalations, and regulatory requirements.
• Act as the internal voice of the partner feeding insights into product roadmap and Technology delivery.
• Support leadership with partner-facing decks, MBRs/QBRs, and escalation summaries.

Skills

Partner relationships

Stakeholder management

Payment ecosystem knowledge

API documentation understanding

CRM proficiency

Education

Bachelor's degree

MBA (preferred)

Tools

Salesforce

Zoho

Job description

Key Responsibilities :

Partner Relationship Management

• Own end-to-end relationship health for a portfolio of large fintech/bank partners post-contract signing.


• Serve as the primary escalation point for partner-side stakeholders across business, product, operations, and compliance teams.


• Build and maintain executive-level relationships with partner organizations, including regular business reviews (QBRs).

Technical & Payments Fluency

• Understand and speak confidently to partners on POS/EDC deployment, UPI QR/Soundbox infrastructure, settlement flows, KYC/onboarding processes, and API integrations.


• Work closely with Bijlipay's product, engineering, and operations teams to troubleshoot partner-reported issues and drive resolution.


• Translate partner technical requirements into internal product/engineering asks, and vice versa.

Account Growth & Retention

• Track and improve key partner health metrics: device activation rates, merchant onboarding TAT, transaction volumes, and churn.


• Identify upsell and cross-sell opportunities (e.g., additional device SKUs, white-label offerings, value-added services) within existing accounts.


• Partner with the BD team on renewal negotiations and commercial expansion discussions.

Operations & Governance

• Ensure SLA adherence across onboarding, deployment, and support workflows for assigned accounts.


• Coordinate with compliance and risk teams on partner audits, KYC escalations, and regulatory requirements.


• Maintain accurate account documentation, health scorecards, and escalation logs (CRM-based).

Cross-functional Coordination

• Act as the internal voice of the partner feeding insights into product roadmap and Technology delivery.


• Collaborate with finance/ops on invoicing, settlement reconciliation, and commercial term adherence.


• Support leadership with partner-facing decks, MBRs/QBRs, and escalation summaries.

What We're Looking For

• 57 years of experience in client success, key account management, or partnerships preferably within fintech, payments, banking, or B2B SaaS.


• Strong working knowledge of payment ecosystems: UPI, POS/EDC hardware, merchant acquiring, settlement cycles, and KYC/compliance basics.


• Demonstrated experience managing large, complex partner relationships (banks, NBFCs, fintech platforms, or PSPs) with multiple internal stakeholders.


• Comfortable reading and discussing technical/API documentation and translating between technical and business teams.


• Excellent stakeholder management and executive communication skills able to run structured business reviews and handle escalations calmly.


• Strong analytical orientation comfortable working with dashboards, health scorecards, and CRM tools (Salesforce/Zoho or equivalent).


• Prior experience with POS device ecosystems, QR/Soundbox products, or offline merchant acquiring is a strong plus.


• Bachelor's degree required; MBA preferred but not mandatory.

What Success Looks Like (First 612 Months)

• Full ownership and health tracking of an assigned portfolio of strategic partner accounts.


• Reduction in unresolved escalations and improved SLA adherence across managed accounts.


• At least one measurable account expansion (new SKU, geography, or service) within the portfolio.


• Established cadence of structured business reviews with key partner stakeholders.